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Creating a SIM support package

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Article ID: 254692

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Updated On:

Products

IT Management Suite

Issue/Introduction

The Symantec Installation Manager (SIM) lets you create a support package that you can send to the Symantec Support team for further assistance during SIM issues. You can create the support package when you encounter problems with the installation, configuration, or execution of the Symantec products.

The name of the support package is Support, with the date and the time that is appended to the package folder. Support package is a .zip file containing all the logs generated by SIM, registry backup, and history product listing file. By default, the support package is created in the ...\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 (NS logs).
  • Symantec Installation Manager logs (SIM 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.
  • SIM Registry key information of the computer.

Resolution

To create a support package

  1. Start the Symantec Installation Manager.
  2. On the "Installed Products" page, click "Settings".
  3. In the "Settings" dialog box, click "Create support package".
  4. 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

Additional Information

Creating a Support Package

Viewing the Symantec Installation Manager Logs