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Business Products => Avast Business => Topic started by: Brian558 on February 19, 2019, 08:35:08 PM

Title: Debug Logs
Post by: Brian558 on February 19, 2019, 08:35:08 PM
We're experiencing issues with Avast randomly clearing out workstation proxy settings. Tech support says that the issue is addressed in .409 but if it's still happening, they need us to send the debug logs.
Does anyone know where these debug logs are or how to generate them? Brand new to Avast so thank you in advance for any assistance.
Title: Re: Debug Logs
Post by: Brian558 on February 19, 2019, 10:27:32 PM
I was given the avastsupport.exe tool in order to assist with getting the debug logs along with other pertinent information. When I run the utility, as the end user or as admin, I get the following error:
Cannot generate support file, error code: 12029.

Any assistance/tips/tricks, etc... are greatly appreciated.
Thank you,
Title: Re: Debug Logs
Post by: Infratech Solutions on February 20, 2019, 09:44:07 AM
The error 12029 means:

Code: [Select]
Cannot connect to server ftp7.avast.com [error: 12029].
You must have the generated support zip file at:

Code: [Select]
"C:\Users\user-name\AppData\Local\AvastSupport\filename.zip"
Try to send the zip file to Avast.
Title: Re: Debug Logs
Post by: Brian558 on February 22, 2019, 03:33:32 PM
Thank you for the info.
I found the file. However, it's 39BM and our limit on email message size is 10MB. I'm going to attempt to transfer the file to an off-network computer where I can either transfer it via ftp or send it via my gmail account. What email address should I attempt to send it to? Please advise.
Thank you again for your assistance,

Brian
Title: Re: Debug Logs
Post by: Infratech Solutions on February 22, 2019, 04:28:52 PM
Try: https://support.avast.com/en-eu/article/FTP-file-upload
Title: Re: Debug Logs
Post by: Brian558 on February 26, 2019, 07:21:06 PM
I successfully transferred the files to ftp.avast.com to the incoming folder.

Thank you for your assistance,

Brian
Title: Re: Debug Logs
Post by: Pondus on February 27, 2019, 05:25:24 PM
Quote
I found the file. However, it's 39BM and our limit on email message size is 10MB.
If you ever need to send big file(s) there is something called FileMail  >>  https://www.filemail.com/

File is uploaded to filemail and reciver will recive download link in mail   ;)

Video  https://www.youtube.com/watch?v=1TUGj51F8Vo