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Troubleshooting Features in Cloud Console

This Article Applies to:

  • AVG Business Cloud Console


Several Antivirus-related troubleshooting features and some alternate methods that serve the same purpose are available in the Cloud Console's policy settings.

To access these settings:

  1. Open the Policies page
  2. Click the desired policy to open its Detail drawer
  3. Click the Settings tab, then Antivirus
  4. Expand the Troubleshooting section

The following options are available here:

  • Enable anti-rootkit monitor — Monitors the devices in the network for rootkits, which can enable a third party to establish remote connection and control a device without your knowledge.
    • Enable anti-exploit monitor — When anti-rootkit detection is enabled, you can activate this feature as well, which will scan for known exploits in popular software.
  • Self-defense module — This feature should not be disabled unless absolutely necessary (e.g. during some troubleshooting steps), as it protects the device from unwanted actions, such as altering or removing Antivirus from devices. The feature should then be re-enabled once the needed actions are performed.
    • Vulnerable drivers protection — When self-defense is enabled, you can activate this feature as well, which will block exploitable drivers from loading into OS kernel memory. It should not be disabled unless troubleshooting.
  • Limit program access for Guest account — Prevents users logged in as Guests to the devices in your network from accessing and altering AVG settings.
  • Enable hardware-assisted virtualization — The main purpose of disabling this feature is for troubleshooting purposes (for example, when encountering an issue with virtual machines). The feature should be re-enabled once the needed actions are perfomed (device restart is required to enable/disable).
  • Delay AVG startup — This feature is used to delay the startup of the Antivirus services. The feature should be disabled once the needed actions are performed, as it leaves the devices unprotected during startup.
  • LSA protection — Protects from unauthorized access to the Local Security Authority process, which stores and manages user processes (can potentially cause problems with some third-party single sign-on apps).
  • Enable debug logging — Helps troubleshoot the local client by gathering a large amount of information and system logs to help find problems (see Enabling Debug Logging for Antivirus for more information).

You can also use Mail settings at the bottom of the Troubleshooting section to configure which email ports to use (SMTP, POP, IMAP, NNTP) and which IPv4/IPv6 addresses to ignore for Mail Shield. To prevent checking of local communication in Mail Shield, tick the Ignore local communication checkbox.

Additional Troubleshooting Features

Sending Support Packages

Console admins can send device logs to AVG Business Support via the Devices page. For more information, see Creating and Sending Support Packages.

Local Client-Only Troubleshooting Features

Some troubleshooting options are currently accessible only via endpoint device's local client:

  • Offline Mode — Cannot be enabled or monitored in the Cloud Console
  • Passive Mode — Cannot be enabled in the Cloud Console, but its status can be monitored from the console by adding the AV Passive Mode column to your device list)
  • Repair App — Cannot be executed via the Cloud Console, but the Reinstall a service feature for devices can be used to perform a similar task (see Managing Services for more information)
  • Record a performance problem — Cannot be enabled or monitored in the Cloud Console

To see how to enable these features locally, refer to Troubleshooting Features in Local Client.