Author Topic: Debug Logs  (Read 2370 times)

0 Members and 1 Guest are viewing this topic.

Offline Brian558

  • Newbie
  • *
  • Posts: 12
Debug Logs
« 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.

Offline Brian558

  • Newbie
  • *
  • Posts: 12
Re: Debug Logs
« Reply #1 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,

Offline Infratech Solutions

  • Avast reseller
  • Super Poster
  • *
  • Posts: 1574
  • www.infratech.es
    • La web de Avast para España
Re: Debug Logs
« Reply #2 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.
La web de Avast antivirus para España: www.infratech.es/avast.
The Avast website for Spain: www.infratech.es/avast.

Offline Brian558

  • Newbie
  • *
  • Posts: 12
Re: Debug Logs
« Reply #3 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

Offline Infratech Solutions

  • Avast reseller
  • Super Poster
  • *
  • Posts: 1574
  • www.infratech.es
    • La web de Avast para España
Re: Debug Logs
« Reply #4 on: February 22, 2019, 04:28:52 PM »
La web de Avast antivirus para España: www.infratech.es/avast.
The Avast website for Spain: www.infratech.es/avast.

Offline Brian558

  • Newbie
  • *
  • Posts: 12
Re: Debug Logs
« Reply #5 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

Offline Pondus

  • Avast Überevangelist
  • Probably Bot
  • *****
  • Posts: 35472
Re: Debug Logs
« Reply #6 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

Chief Wiggum: Uh, no, you got the wrong number. This is 9-1…2.