How to Create a Debug Log on Windows Using Bitdefender Support Tool

This article explains how to create a debug log on your Windows PC using the Bitdefender Support Tool. Bitdefender Support Tool is a diagnostic utility used by the Bitdefender Support team to investigate installation failures, product errors, or other Bitdefender App-related issues on Windows computers. The tool collects system logs and product usage information required for in-depth troubleshooting.

When contacting Bitdefender Support, you may be asked to provide the following information:

A detailed description of the issue you are experiencing
A screenshot of any error messages displayed on your screen – How to take a screenshot on Windows
A Support Tool log – Depending on whether the Bitdefender App is already installed on your Windows computer, follow one of the methods below to generate the log

Generate a support tool log when Bitdefender App is installed

Follow these steps if the Bitdefender App is already installed on your computer:

1. Open File Explorer by right-clicking the Start button (⊞) and selecting File Explorer, or by pressing Windows key (⊞) + E.

keyboard

2. Navigate to the following folder:

C:\Program Files\Bitdefender\Bitdefender App\support_tool

3. Right-click bd_support_tool, then select Run as administrator.

bd_support_tool

4. Click Yes when prompted by User Account Control to allow Bitdefender SupportTool.

Yes

5. In the Bitdefender Support Tool window, select the appropriate issue category and enter a detailed issue description.

6. [Optional] Enable advanced logging:

Click Try to reproduce the issue.
In the new window, click Start.
A message saying Reproducing the issue will appear at the top of the screen.
Recreate the issue (you may restart Windows if necessary).
After the issue occurs, click Finish in the top message.
The message at the top of the screen will disappear, and the tool will display √ I have reproduced the issue.

7. Click Confirm ticket.

Confirm ticket

8. Enter your name, check the consent box, then click Create debug package.

Create debug package

9. Wait while the support tool gathers the required information.

Gathering information

10. Click Close once the confirmation message appears.

A support file has been created on your desktop. Close

11. A compressed file named BDSP_[PCname]_[currentdate] will be created on your Desktop.
Attach this file to your support ticket for further troubleshooting.

BDSP desktop archive

Generate a support tool log when Bitdefender App is not installed

Follow these steps if Bitdefender is not installed or the installation fails:

1. Download the Bitdefender Support Tool from the link below:

https://www.bitdefender.com/files/KnowledgeBase/file/supporttool.exe

Saving the standalone support tool on your PC

2. Right-click supporttool.exe then select Run as administrator.

Generate a support tool log when Bitdefender is not installed 1

3. Click Yes when prompted by User Account Control to allow the Bitdefender Support Tool.

4. In the Bitdefender Support Tool window, select the appropriate issue category and enter a detailed issue description.

Generate a support tool log when Bitdefender is not installed 2

4. Click Confirm ticket.

Generate a support tool log when Bitdefender is not installed 4

5. Enter your name and email address, check the consent box, then click Create debug package.

Create debug package

6. Wait while the diagnostic logs are collected.

gathering logs

7. Click Close once the process is complete.

Generate a support tool log when Bitdefender is not installed - close

8. A compressed file named BDSP_[PCname]_[currentdate] will be created on your Desktop.

BDSP desktop archive

Attach the generated compressed file to your support ticket for further troubleshooting. The Bitdefender Support team will use this information to investigate and provide a solution as quickly as possible.