Appendix D - Using the Antigen diagnostic utility

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Applies to: Microsoft Antigen

To accurately diagnose a problem, support engineers typically need a diverse amount of information about Antigen and the Exchange server it is running on. This information consists of Antigen version information, third-party scan engine versions, registry settings, and Antigen databases. Gathering this configuration information is a major effort that can hinder the troubleshooting process.

To make it easier for you to collect this information, the Antigen Diagnostic Utility automates the process, assembling all the necessary data in one file that can then be uploaded to Microsoft. When you contact Microsoft support, you will be told where to upload the file. For more information about support, see Chapter 21 - Troubleshooting overview.

The Antigen Diagnostic Utility can collect any or all of the following information, based on your requests:

  • Antigen file versions (including scan engine file versions)
  • Microsoft® Exchange Server file versions
  • Antigen registry key
  • Antigen database (*.adb) files
  • Antigen archive files
  • Antigen program log files
  • Windows® event log files
  • Dr. Watson log files
  • user.dmp files
  • Antigen installation log files

You can request any or all of this information.

Running the Antigen diagnostic utility

The selected data is gathered and compressed into a single file to be uploaded to Microsoft.

To run the Antigen diagnostic utility

  1. Navigate to the Antigen installation folder (default: c:\Program Files\Microsoft Antigen for Exchange) and launch AntigenDiag.exe. The utility runs in a Command Prompt window. You can also run the utility from the command line by navigating to the Antigen installation folder and typing antigendiag at a command prompt.

  2. Select the information to be included by answering each of the following screen prompts. Type Y for yes or N for no, pressing ENTER after each response.

    Add Antigen file versions Yes(Y)/No(N) ?

    Add Exchange file versions Yes(Y)/No(N) ?

    Add Antigen registry key Yes(Y)/No(N) ?

    Add Antigen database files Yes(Y)/No(N) ?

    Add Antigen archive files Yes(Y)/No(N) ?

    Add Antigen Program Log Yes(Y)/No(N) ?

    Add Windows Event log Yes(Y)/No(N) ?

    Add Dr. Watson log Yes(Y)/No(N) ?

    Add User.dmp Yes(Y)/No(N) ?

    Add Antigen Install.log Yes(Y)/No(N) ?

    After the final prompt, the utility gathers the requested information and compresses the results into a new file in the Log\Diagnostics folder (in the Antigen installation directory). The file name, constructed from the name of the server, the date, and the time, has the following format:

    AntigenDiag-servername-date-time.zip

    date has the format yyyymmdd

    time has the format hh.mm.ss (where hh represents a 24-hour clock)

    Example:

    C:\ Program Files\Microsoft Antigen for ISA\Log\Diagnostics\

    AntigenDiag-Server1-20051210-17.50.27.zip

  3. Upload the compressed file to Microsoft.

Appendix C - Using keyword substitution macros

Appendix E - File types list overview