How to report issues

Discussion in 'ESET NOD32 Antivirus' started by Marcos, Aug 4, 2010.

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  1. Marcos

    Marcos Eset Staff Account

    Joined:
    Nov 22, 2002
    Posts:
    14,411
    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)
     
    Last edited: Aug 13, 2010
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