How to send files to Customer Care for troubleshooting purposes

In some cases, to better assist in diagnosing specific Windows or software issues, more information about your system is required, such as a system snapshot or product log files. Please follow the steps outlined below to generate, or collect, the necessary information or files for Customer Care to review. Customer Care only requires this data for support purposes and will not share, sell, or transmit this information to any other parties.

Note:

Files requested for troubleshooting purposes can be large sometimes so it may be necessary to compress the file and attach it to your e-mail correspondence with customer care.

Create a Windows System Information file

Windows 7/10/11

1. From the Windows Search field at the lower-left type “msinfo32” (without quotes) in the dialog box and click Enter on the keyboard.
   
   For Windows 7 click the Windows Start button to access the search field
   
2. Highlight System Summary in the left column and from the top menu select File > Export > Export As. By default Windows will save the file to the Windows Documents folder. There is no need to change the location.
   
3. In the File name field, type “systemsnapshot” (without quotes) and for the Save as type select Text File and click Save.

Collect iolo product logs

The iolo product files record software specific installation and error information. They do not record any personal sensitive information and are generated in plain text file format.

1. Using Windows Explorer, please navigate to the C:\ProgramData\iolo technologies\logs and attach the files in the folder to your email reply to Customer Care.
   
2. Using Windows Explorer, please navigate to the C:\Users\<YOURUSERPROFILE>\AppData\Local\Temp\iolo\dm\ folder and attach the file named ioloDMLog.txt to your email reply to Customer Care.

Export Windows Event logs

The Windows Event Logs record software specific installation and error information that assists Customer Care with troubleshooting. They do not record any personal or sensitive data.

1. In the Windows Search field type event viewer.
   
2. Click on Event Viewer top open it.
   
3. On the left, select the arrow next to Windows Logs and select Application.
   
4. For the File name, type your support ticket number followed by _support (Ex: 54321_support).
   
5. For Save as type, click the dropdown field and select CSV (Comma Seperated)(*csv).
   
6. Click Save and attach the file to your email reply to Customer Care.

Compress and send files to Customer Care

Windows compression utility

1. Locate the file(s) you want to zip, right-click on the file and select Send To > Compressed (zipped) Folder. This will create a new .zip folder with the same name as the file.
   
2. Once the compressed folder is created, you can drag and drop any other files you want to include and they will be added.
   
3. Attach the file to your e-mail correspondence with Customer Care.
   

WinZip

1. Download and install WinZip. available as a trial from https://www.winzip.com/..
   
2. Using Windows Explorer, locate the file you want to zip, right-click on it, and select WinZip and then Add to Zip File.
   
3. Name your file by your ticket number (Ex: 54321_support.zip) and select File > Close Archive.
   
4. Attach the file to your e-mail correspondence with Customer Care.

7-Zip

1. Download and install 7-Zip, available free at https://www.7-zip.org/download.html..
   
2. Using Windows Explorer, locate the file you want to zip, right-click on it, and select 7-Zip.
   
3. Right-click on the file, select 7-Zip, and then Add to archive.
   
4. From the Archive format drop-down select zip and then OK.
   
5. Once the compressed file is created, you can drag and drop any other files you want to include and they will be added.
   
6. Attach the file to your e-mail correspondence with Customer Care.

Iolo has no affiliations with either WinZip or 7-Zip but merely suggests them as tools to use in the process of sending file information to customer care.