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Summary:
Due to the high number of possible hardware and software configurations some of BitDefender users may run into various faulty situations. In order to be able to properly identify the causes for these reported situations the technical support team needs some pieces of information regarding the operating system and BitDefender's presence on the respective computer.
This article presents the needed pieces of information and how they are obtained from the respective system.
This article presents the needed pieces of information and how they are obtained from the respective system.
Detailed description:
The following steps present what needs to be done in order to obtain the needed pieces of information:
OBTAINING SYSTEM INFORMATION
OBTAINING SYSTEM INFORMATION
- Download (save) the SYSDUMP utility on your system into a location of your choice;
- Locate sysdump.exe into the above mentioned location and run it (double-click). A command prompt window similar with the one below will appear on your screen. Please note that the information gathering process can take a several minutes therefore please wait until the window dissapear by itself. The output of this tool is a new file called sysdump.tar placed in the same location with sysdump.exe. Also note that for maximum relevance of the report it is necessary to run the sysdump tool at the moment the faulty situation occurs or few moments after;
OBTAINING BITDEFENDER INFORMATION
- Download (save) the BitDefender file inventory tool into the same location as sysdump;
- Locate FileInfo.exe and run it (double-click). Please note that the information gathering process can take a several minutes therefore please wait until you will be noticed that the log file was successfully created. The output of this tool is a new file called BDFileInfo.log placed in the same location as FileInfo.exe;
TAKING A SCREENSHOT
- When the error message is on you desktop press the PrintScreen key (PrintScreen is located at the top of the keyboard, at right. At this step we can not see anything, as the picture is copied into Windows' clipboard);
- Open the standard Paint program, that comes with every Windows installation (;
- Paste the picture (Edit -> Paste);
- Save the file into the JPEG format into a location of your choice
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Software Applications:
BitDefender Antivirus, BitDefender Antivirus Plus, BitDefender Client Professional Plus, BitDefender Client Standard, BitDefender Internet Security
Operating systems:
Windows 2000, Windows 2003, Windows 98, Windows Me, Windows NT, Windows XP
BitDefender Antivirus, BitDefender Antivirus Plus, BitDefender Client Professional Plus, BitDefender Client Standard, BitDefender Internet Security
Operating systems:
Windows 2000, Windows 2003, Windows 98, Windows Me, Windows NT, Windows XP
| Solution ID: 95 | Created on 03 Nov 2004 09:22 |
| Language: English | Modified on 03 May 2007 09:08 |
