Before contacting support, run the support tool to collect basic information about hardware, operating system, network configuration and installed software.
To run the support tool:
- Open the product from the Windows Start menu.
- On the Antivirus page, select Settings.
- Select Support.
- Select Edit settings.
Note: You need administrative rights to change the settings.
- Select Run Support Tool.
- Select Run diagnostics on the Support Tool window.
The support tool starts and displays the progress of the data collection.
When the tool has finished running, it saves the collected data to an archive on your desktop. You can provide the collected data (the diagnostics file) when contacting customer support.