Technical Tip: Information to provide when requesting AntiVirus (AV) support

This article describes the information required when submitting a request to add support for an AntiVirus(AV) program. Note requests to add support should be submitted as a New Feature Request (NFR).

If uncertain whether or not the program is already supported, open a support ticket and provide the information detailed in the following KB article:

Technical Tip: AntiVirus (AV) information to provide support

When requesting support be added for a specific product, provide the following information.

Please note additional information may be requested depending on the program and operating system.

• Contact Information.
• Contact Name.
• Best contact time including the timezone.
• Best contact method Phone / Email.
• Email.
• Phone.
• Feature Description. 
• Business impacting reasons.
• Users affected.
• Screen capture of the AV program's Help > About.
• Output listed below for the applicable operating system.

Windows:
Registry export as text of HKEY_LOCAL_MACHINE\Software\:

1. Run Windows Regedit
2. 'Right-click on' HKEY_LOCAL_MACHINE\Software\
3. 'Right-click' and select EXPORT.
4. Select 'Text Files' for 'Save as Type'.

If text export is not permissible, export the following instead:
HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall
HKLM\Software\wow6432node\Microsoft\Windows\CurrentVersion\Uninstall

Nodes for the vendor and/or product (i.e. HKLM\Software\ExampleSoftware and HKLM\Software\wow6432node\ExampleSoftware)

macOS:
Output of the following command:

pkgutil --pkgs | grep -i -e <vendor_name> -e <product_name> | xargs -L 1 pkgutil --pkg-info

Example:

pkgutil --pkgs | grep -i -e avast -e one | xargs -L 1 pkgutil --pkg-info

Linux:

rpm packages: Output of the following command:

rpm -qa | grep -i -e vendor -e product | xargs -L rpm -qil

Related article:

Technical Tip: Information to provide when requesting device support