Technical Support

Before Contacting Technical Support Service

Before contacting Technical Support for help and advice, please try to find solutions to your questions by consulting ActiveVisor Help, README and product information at our Web site. You can access our support information at: Web site.

Please remember when contacting Technical Support that you will be asked to provide the following information. You will also be requested to provide detailed description of your problem, including operating procedures to reproduce the problem, error messages, etc.

• Product key The product key is listed on licensing document. Only registered user is allowed to use our Technical Support Service.

• Support Information File Please send us the support information file which will be useful for further investigation. Please take the procedures described below and send us the generated support information file via E-mail.

Generating Support Information File

You are kindly asked to send the support information file required for solving the problem.

Use Console (GUI):

1. Go to [Help] and select [About].

2. Click on [Generate Support Info] button.

3. A Zip archive file (AIP-SupportInfo-yyyymmddhhmm.zip) is created on desktop.

   • The Zip archive file is created in “C:\Windows\temp” when using IT Pro.
   • The Zip archive file is created in “X:\Program Files\ActiveImageProtector” when in WinPE.

Use Command Line tool

1. Run the command from command prompt.

    > cd <Install folder -->
   

   Ex: cd C:\Program Files\Actiphy\ActiveImage Protector

    > AipControl.exe createsupportinfo <path>
   

   Ex: #AipControl.exe createsupportinfo C:\Windows\temp

2. The support information file (AIP-SupportInfo-yyyymmddhhmm.zip) is created in “ C:\Windows\temp” folder.

ActiveImage Protector Boot Environment (Linux) :

1. Use console (GUI) and Go to [Help] - [About].

2. Click [Create Support Info] button.

3. The support information file (AIP-SupportInfo-yyyymmddhhmm.zip) is generated in “/opt/BE”.

IT Pro Creator:

1. Use console and click [Create Support Info] in [Setting] menu.

2. The support information file (ITPRO-SupportInfo-yyyymmddhhmm.zip) is generated on Desktop.

• C:\Windows\logs\DISM\dism.log