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CeciliaB

Collect Logs for Troubleshooting

Question

If Lavasoft needs logs to investigate an issue you have, please upload the following to the forum.

1. Hidden files

 

To see all files you have to select to show hidden files, see http://www.bleepingcomputer.com/tutorials/tutorial62.html for a description.
Please, restore the setting when you're done with this instruction.

 

2. Ad-Aware folder

Windows Vista, 7, 8 and 10:
Please, find the folder C:\ProgramData\Lavasoft\Ad-Aware 11.
Right-click the folder name and select Send to - Compressed folder.
A new zip file, called Ad-Aware 11.zip, will be created.

XP:
Please, find the folder c:\Documents and Settings\All Users\Application Data\\Lavasoft\Ad-Aware 11.
Right-click the folder name and select Send to - Compressed folder.
A new zip file, called Ad-Aware 11.zip, will be created.

3. Temp folder

Windows Vista, 7, 8 and 10:
Please, find the folder C:\Users\<username>\AppData\Local\Temp.
Find the files starting with Msi, check the time stamp of the files to find one or several files created during the installation of Ad-Aware (usually seven files).
Select all the found files, right-click them and select Send to - Compressed folder.
A new zip file, called Msixxx.zip, will be created.

XP:
Please, find the folder C:\Documents and Settings\<username>\Local Settings\Temp.
Find the files starting with Msi, check the time stamp of the files to find the one created during the installation of Ad-Aware (probably the latest one).
Right-click the file and select Send to - Compressed folder.
A new zip file, called Msixxx.zip, will be created.

4. System Information

Windows 8 and 10:
Please, right-click on Start button (bottom left corner) and select Search. Search for: msinfo32
When it's listed (may appear as System Information), start that program.
In the System Information window, please select Save in the File menu and save the file where you can find it, e.g. the desktop.
Right-click the saved file and select Send to - Compressed folder.
A new zip file will be created.

Windows Vista, 7:
Please, click on Start button and in the little search field above the start button enter the command: msinfo32
When it's listed above the search field, start that program.
In the System Information window, please select Save in the File menu and save the file where you can find it, e.g. the desktop.
Right-click the saved file and select Send to - Compressed folder.
A new zip file will be created.

XP:
Please, click on Start button and select Run.
Enter the command (end with Enter key): msinfo32
In the System Information windows, please select Save in the File menu and save the file where you can find it, e.g. the desktop.
Right-click the saved file and select Send to - Compressed folder.
A new zip file will be created.

5. In the forum

Click on the More Reply Options button, please.

Click on Browse.
Find the Ad-Aware 11.zip file.
Click on Open.
Click on Attach This File.

Repeat for Msixxx.zip file and the file from System information.

Enter everything else you want to have in your answer.

Click on Add Reply to post.

Thank you for your help!

Edited by CeciliaB
Added Windows 10
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