Installation guide

Tuning and Troubleshooting
B-7
General Feature Problems
If you have problems with IWSVA, collect the following information to provide to
Trend Micro support:
• The system file(s) that describes the current state of IWSVA.
To compile these files, access the Web console and choose Administration >
Support and then click Generate System Information File. This button is an
extension of the Case Diagnostic Tool (CDT), allowing you to package the current
machine “state” at a click of a button.
The system file(s) that IWSVA generates from clicking the Generate System
Information File button are packaged into a single file with the following format:
info_YYYYMMDD_999999.tar.tz
Where YYYY is the current year, MM is the current month, and DD is the current day
that the package file was generated.
999999 is the UNIX time code.
The system file(s) contains the following information:
• IWSVA information—Includes IWSVA product version, engine version and
build number, current pattern file (if available), and IWSVA hot fixes and
service pack information. Product and integration settings are also part of this
information
• IWSVA system logs—Includes IWSVA logs and debug logs, logs generated by
the syslogd daemon (if system logs are enabled), and the core dump file
• System/network information—Includes the hardware configuration,
operating system, build, system resource status, other application installed, and
network information
• CDT-compliant configuration/plug-ins information—Includes
information about changes made to CDT as a result of IWSVA adding a new
component, such as a TMCM or MCP agent
• Core files are first created in the first directory listed below, and then moved to the
second directory listed:
•
/etc/iscan/CoreDump
• /etc/iscan/UserDumps