- Make sure that you are using the latest version of your anti-virus (How do I check the version? ).
- Make sure that the requirements for the system on which the anti-virus is installed are being met.
- Contact our technical support. Attach to the request a report from the system in which the anti-virus is installed. To do this, right-click on the Dr.Web icon in the system tray, open Security Center -> Support , click on "Go to Report Wizard", and then click on "Create report". Wait for the report-generation process to complete. A file with a .zip extension is generated—attach it to your request.
The Dr.Web Report Wizard (the dwsysinfo application) is a special Dr.Web utility for collecting system information. The utility generates a zip archive containing event logs, XML documents, the HOSTS file, and other information. The full list of data available in the report can be found here.