How to Send A Support Log File
If you need additional technical assistance: Open a problem ticket here.
Our support staff usually responds within 48 hours.
The Support Log Feature takes a snapshot of the configuration of your system and allows us to faster and more efficiently assist you.
To correct any issue that you might have come across, running Spy Hunter on your system, it is crucial that the problematic application be identified.
If you have unremoved parasites or any other problem that requires you to send us a support log snapshot, please NOT paste the support log to the body of the ticket.
BEFORE SENDING A SUPPORT LOG MAKE SURE YOU HAVE UPDATED SPYHUNTER DEFINITIONS. Most infections not automatically removed are a result of using SpyHunter with an out of date definition file. Be aware that we release updates TWICE a week in order to keep up with the lastest threats. Please click the Update button and choose Definitions Update. If an update is available, please re-scan Your system and remove all the items found. It might fix your infection instanly. Also in the case of parasites re-occuring after reboot, try executing SpyHunter in Safe Mode. You will find instructions under or documentation section.
Follow the instructions below to send us the support log information so that our technicians will be able to better assist you.
You must submit the support log using the SpyHunter Support Log Feature to get a faster response.
MAKE SURE to send the support log as the threat is active in your system. Do not close or stop any window, toolbar, flashing icon or any other symptom. It is important that SpyHunter identifies the threats running in memory, and when you close windows, stop toolbars or flashing icons, you will not allow SpyHunter’s Support log feature to properly identify the infection.
Before proceeding, please be certain that your firewall (if installed) is configured to allow SpyHunter full access to the Internet.
Here are the instructions:
- Open SpyHunter on your computer, select “Help” in the SpyHunter menu, and then select “Technical Support System”.
- In the window that appears, click the “Generate Support Log” button.
- In a few moments, the “System Log” window will open. Click the “Send Information” button, located at the bottom left.
You will soon see a new window, notifying you that your support log has been received by Enigma Software Group.
- Open a ticket with the Enigma Software Group technical support team by visiting http://www.enigmasoftware.com and logging into the member login section. Click the “Product Support” button next to SpyHunter, and then click the “Create New Ticket” button. Make sure to mention in your ticket that you are submitting a support log!
Note: It’s very important that you open a new ticket to inform us that you have sent us a support log so that we can provide you with prompt resolution. Even if you already provided us with a description of the problem, please include a brief comment about the problem in the support log ticket as it will speed up the fix creation process. DO NOT paste the support log to the body of the ticket.
Our technical support team will analyze your log and give you a feedback on how to fix your problem.
