Why can't I generate a support package even when running the script as an administrator?
This article applies to all Email Gateway Security releases deployed on Windows systems.
Scenario:
You may encounter the error "A subdirectory or file info already exists." when running the script mdemailsecurity-collect-support-data.bat, as shown in the image below, even if you have administrative privileges.
Root Cause:
When the script runs, it creates temporary folders named "info", "config", and "log". However, these folders may already exist from a previous run.
Resolution
If you encounter this issue, follow the instructions below.
Step 1: Open Command Prompt (CMD) with administrative privileges.
Step 2: Navigate to the Email Gateway Security directory using the command below.
- cd C:\Program Files\OPSWAT\MetaDefender Email Security
Step 3: Run the batch script mdemailsecurity-collect-support-data.bat. This script will force the creation of a new support package regardless of whether old temporary folders exist, and it will clean up any existing folders.
the script will force to generated new support package
the old temporary folders are removed after running the script
If Further Assistance is required, please proceed to log a support case or chatting with our support engineer.