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Creating a support package

ITMS Installation and Upgrade

The Symantec Installation Manager (SIM) lets you create a support package that you can send to the Symantec Support team for the team's intervention. You can create the support package when you encounter problems with the installation, configuration, or execution of the IT Management Suite solutions. The name of the support package is Support, with the date and the time that is appended to the package folder. By default, the support package is created in the C:\Program Files\Altiris\Symantec Installation Manager\Support directory on the server.

The support package is a compressed .zip file that includes the following data:

  • Notification Server logs.

  • Event logs, especially Application events, System events, and timeframe when the error occurred.

  • Symantec Installation Manager logs that contain data about SIM activities, such as reading or parsing the package data file, downloading packages, and accessing the licensing server.

  • Symantec Installation Manager performance logs that contain summary report about details such as services are restarted, when packages are downloaded, installed or configured.

  • Copy of current and all the earlier product listing files.

  • Installation history information that contains information about all the installed solutions, their version number, and the installation date.

  • Registry information of the computer.

The option Enable Windows Installer logging in the Symantec Installation Manager's Settings dialog enables the creation of verbose logs. Verbose logs are more detailed compared to the Symantec Installation Manager logs.

The verbose logs are valuable for troubleshooting and are enabled by default. Before the IT Management Suite solutions are installed, the Symantec Installation Manager logs are generated in the C:\Users\<username>\AppData\Local\temp\SIM Logs directory. After the installation of the IT Management Suite solutions, the logs are generated by default in the C:\ProgramData\Symantec\SMP\Logs directory.

See Viewing the Symantec Installation Manager logs

Symantec recommends that you send the following information to the Support team:

  • Operating system version that is installed on the host server and the virtual machine.

  • Virtual machine version, if any.

  • Memory that is allocated to the server or the virtual machine.

  • Screen capture of the error or the error message that was displayed after an error was encountered.

  • Support package that is created using the Symantec Installation Manager.

To create a support package

  1. Log on to the computer where you installed the IT Management Suite solutions as an administrator.

  2. On the computer, start the Symantec Installation Manager.

    See Launching the Symantec Installation Manager

  3. On the Installed Products page, click Settings.

  4. In the Settings dialog box, click Create support package.

  5. To access the support package, in the dialog box that appears, select the Open containing folder check box, and then click OK.

    Alternatively, you can navigate to the following location on the computer to view the support package files:

    C:\Program Files\Altiris\Symantec Installation Manager\Support