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CeciliaB

How to report a problem

Question

How you report a bug is very important.

Please provide us with detailed steps to reproduce the experienced problem and follow the steps below to gather the required information and help adaware software investigate the problem.


1. Hidden files

To see all files you have to select to show hidden files, see https://support.microsoft.com/en-us/help/14201/windows-show-hidden-files for a description.
Please, restore the setting when you're done with this instruction.

2. adaware folder

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

3. Temp folder

Windows 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.

The above files might be missing if you haven't installed adaware recently.

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 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.

5. In the forum

Click on choose files... at the bottom of the reply box

Find the adaware antivirus.zip file.
Click on Open.

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

Enter everything else you want to have in your post.

Click on Submit Question (when starting a new topic) or Submit Reply (when replying) to post.

Thank you for your help!

Edited by CeciliaB
Updated to match new forum version.

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If the adaware file is too big to upload, please upload it to a file sharing service, e.g. Dropbox, Microsoft OneDrive or Google Drive, and link to the file in your reply instead. If you don't know how to use a file sharing service, please ask in your topic.

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