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
Please use the following operating procedures to generate the support information file and send us via E-mail.
Use Console (GUI):
Go to [Help] and select [About].
Click on [Generate Support Info] button.
A Zip archive file (AIP-SupportInfo-yyyymmddhhmm.zip) is created packaging multiple support files in “/opt/Actiphy”.
If you encounter a problem in Boot Environment, please save the following log information.
ActiveImage Protector Boot Environment（Linux）：
Go to [Tool] tab and select [Open Terminal] to display the terminal and run the following command.
# aipmng --support