Generate Support Package
Issue:
You continue experiencing a problem with MetaDefender Drive.
Solution:
Please generate a support package or clone an image of the Drive and send us. Here are 5 different methods to get logs from a malfunctioning, from the easiest to the hardest:
1. Generate the SupportPackage from Drive Toolkit, when MetaDefender Drive is offline
- Download the Toolkit from this link, launch Toolkit and navigate to Advanced Options/Support menu (Follow the on-screen instruction to install the missing packages and restart your Windows devices if needed
- Now choose the Drive you want to get the log, identified by its serial number, click "Generate Support Package" and wait for some minutes until it's done. The needed time will depend on how much reports and logs being located on the Drive's storages.
2. Generate Support Package with the built-in key combination when MetaDefender Drive is running
Whenever there is an issue with using Drive, you can press and hold the combo ALT-SHIFT-F3 for 5s. A blue screen will appear saying that the SupportPackage is being generated and will disappear when the task is finished after a moment.
3. Generate Support Package with the built-in GUI function, when MetaDefender Drive is running
You can also create the Support Package by going to Preferences --> General --> Support, you will see the function names "Generate Support Package". By clicking "Build", it will take a moment and generate a Support Package file on the MetaDefender Drive partition.
4. Generate a full image of MetaDefender Drive for Windows users, when MetaDefender Drive is offline
- Download the portable version of rufus from https://rufus.ie/en_US/ (you can download and install the installer if you want but the portable version is good enough for 1-time-use)
- Plug the MD Drive USB that you want to clone into your Windows machine
- Launch Rufus then select “_Show advanced drive properties_”
- Click the "Save" icon to create a disk image of the selected device then save it to a place with sufficient space
5. Generate a full image of Metadefender Drive for Linux users, when Drive is offline
- Plug the MD Drive USB that you want to clone into a linux machine
- Launch the terminal, type in the command
lsblk -o name,serial,mountpoint - Take note of the serial and the node of the USB you want to clone. In my example, the USB that needs to be cloned is
/dev/sdb(highlighted in the green box). - Type in the command sudo dd if=/dev/sdx bs=1024 status=progress | gzip -c > /path/to/the/place/Drive.img.gz
