User Guide

Frequently asked questions 63
1. Please indicate in the subject of your message, the operating sys-
tem of your server, the name of the component you are having
problems with, and briefly describe the problem. For example:
Linux, Webmin, no access to settings of the licensed users’ list.
2. Please use plain text messages. Avoid sending messages in
HTML format as it is hard to read.
3. At the beginning of the message specify the exact version of your
operating system and Kaspersky SMTP-Gateway installation
package, and provide the name of your license key file.
4. Describe your problem briefly but comprehensibly. Please keep in
mind that the Support team has no information about your problem
when your letter just arrives, and they will be able to help you only
if they understand it completely and manage to reproduce it.
5. Please compress the following data into one archive, and send it to
the Technical Support Service:
• all configuration files of your mail agent (MTA);
• mail system log file;
• logs of the respective components of your application
;
• your license key file.
6. Make sure that if any of the following is present in your system it is
mentioned in your message:
• SCSI controller;
• a very old or a brand new CPU, or a multiprocessor configura-
tion;
• RAM below 64 Mb or above 2 Gb.
7. Indicate the approximate amount of daily traffic and load peaks, if
they exist.
Question
: Can a hacker deliberately replace the anti-virus databases?
A hacker may be able to download the anti-virus databases from the
Kaspersky Lab's site and copy them to the anti-virus database storage
directory, but the Kaspersky SMTP-Gateway will not use them in its op-
eration!
Every anti-virus database has a unique signature verified by Kaspersky
SMTP-Gateway while accessing the database. If the signature does not