How to report issues

[Marcos]

When reporting issues, please always enclose the following information:

- version and platform of the operating system, including installed service pack (e.g. Windows Vista SP2, 32-bit)
- the name of the ESET product, the version number and language version if other than English (e.g. EAV BE 4.2.58.3, ESS 4.2.58.3 German,...)
- information about installed ESET modules (Help -> About)
- step-by-step instructions to reproduce the issue, if not straightforward. If there's a connection with other software, provide its exact version number as well as a download link, if possible.
- provide ESET SysInspector (ESI) log (only to trained support personnel)

General instructions for troubleshooting issues:

• Make sure you have the latest version of the product installed
• Make sure the issue occurs with default settings
• Try disabling Anti-Stealth and Self-defense, one at a time as well as both (a computer restart will be required for the change to take effect)
• For issues related to scanning files, narrow it down to the particular module by disabling each of the modules, one at a time. A log from Process Monitor usually helps pinpoint this type of issues.
• For network-related issues, also try disabling HTTP checking in the main setup (F5)