KB#:  KKB000275

QUESTION

How do I collect AVG diagnostic data from KES endpoints? This will sometimes be required to investigate problems with the AVG scanning engine.

 

ANSWER

1) download gather.zip to the endpoint

2) remote control to the endpoint and log on using a credential with local administrator rights

3) extract the "gather.avgdx" file from the zip to any locationon the computer (e.g. c:\)

4) run this command from a CMD prompt: -

"C:\Program Files\AVG\AVG9\avgdiagex.exe" /file=c:\gather.avgdx

(on AVG 8.x endpoints, this will be c:\program files\avg\avg8\avgdiagex.exe - you may also need to adjust for the location of gather.avgdx)

5) wait until the avgdiagex.exe process stops running

The files are gathered into "avgdiagex" folder. This folder will be created in the user's temp directory(%temp%). There will usually be at least 5Mb of data.

4) zip the entire contents of the above folder (including sub-folders) and attach to your support ticket

 

MORE INFORMATION

Download page for gather.zip

 

APPLIES TO

Kaseya Endpoint Security (KES) v2.x
AVG 8.5
AVG 9.0