How to generate a Bitdefender Support Tool log on Windows

To generate a support tool log when Bitdefender is already installed on the computer, follow these instructions:

1. Press and hold at the same time the Windows logo key  ( ⊞ ) and the E key. A window will open on your screen.

2. In this window go to the C:\Program Files\Bitdefender\Bitdefender Security App folder.

Then double-click the supporttool file there.

For guidance, see the animation below.

3. The Bitdefender Support Tool appears on your screen. Start by selecting the issue category.

4. After that, provide us with a description of the issue. You can type it in the box located under ISSUE DESCRIPTION.

5. You can provide us with product logs by reproducing the issue. To do this, you will have to:

• Click on TRY TO REPRODUCE THE ISSUE (this feature does not record your screen, it only activates Bitdefender logs).

• In the new window, click on START.

• After you reproduce the issue, you can click on the FINISH button, located in the upper part of the screen.

Note: If you do not wish to reproduce the issue, you can just click on CONFIRM TICKET.

6. In the next screen, make sure the name and e-mail address provided are the correct ones.

7. Before you can send us your request, you will have to check the box in the lower part of the screen and agree to allow Bitdefender to gather and submit debugging information related to your issue.

8. Next, you can click on CREATE DEBUG PACKAGE.

9. An archive file named BDSP_[PCname]_[currentdate] will be created on your Desktop. Attach the archive to your support ticket for further troubleshooting.

To generate a support tool log when Bitdefender is not yet installed on the computer or the installation fails, follow these instructions:

1. Download (save) the Bitdefender Support tool to a folder of your choice by accessing the link below:

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

2. Right-click on the downloaded file supporttool.exe and choose Run as administrator.

3. Click the drop-down menu next to ISSUE CATEGORY and select the type of issue you are experiencing. Then describe the situation in the ISSUE DESCRIPTION box.

4. Click on CONFIRM TICKET.

5. Fill in your name and e-mail in the corresponding fields. Check the box to agree with the Support Tool info, then click on CREATE DEBUG PACKAGE.

6. Wait a few moments while the diagnostic logs are being gathered.

7. Click on CLOSE once the process is finished.

8. An archive file named BDSP_[PCname]_[currentdate] will be created on your Desktop. Attach the archive to your support ticket for further troubleshooting.