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How about an official Nero posting outlining the general steps to take when submitting an issue to techsupport.com?

Having submitted quite a few issues to techsupport@nero.com, I eventually started sending along the .CAB, etc. that I knew would be requested a week after my submission. A couple of examples are included below.

I'd also like to see a FAQ that includes suggestions related to specific common problems:

1. For issues involving "black screen" previews, your graphics drivers may need updating. To check this, do the following: ....
2. For audio/video synchronization issues, ....
3. For issues concerning failed file imports, ...
4. Etc.

Links under that infamous green blurb at the upper right would be nice.

These are the types of requests I referred to above:

From a response to one of my issue submissions:
In order to analyze your problem properly, we require some additional information.

Click the following link to download the "GetSupportFiles.zip" file to your hard drive:

Click here

Extract the zipped file on your hard drive using WinZip or WinRAR. Start the tool by double-clicking the EXE-file.
-> The "C:\WINDOWS\system32\cmd.exe" window opens.
The tool may take several minutes.
You can track the single steps in the displayed window.

After the tool has successfully run you will find a file named "NeroSupport.cab" on your desktop.

Please send us this file as an e-mail attachment.

Additionally, we would like to point out some details of the "GetSupportFiles" tool.

The following information will be gathered:
- All available log files of different Nero applications.
- System information gathered by the Windows tool "MSInfo32".
- Information on the installed DirectX version. For this, the Windows application "DXDiag" will be used.
- The "SchedLgU.txt" log file. This file contains information on currently scheduled tasks (e.g. the JobScheduler in Nero BackItUp).
- Extracts from the registry:
a. Information on the settings with which Nero applications run.
b. Information on how the CD/DVD drives have been installed.

Please note:
If the "GetSupportFiles" tool crashes then simply start it again.
When the tool is started again it will automatically recognize the particular program that caused the crash. As a result, that diagnostics program will be omitted.


Here's a similar list of instructions posted by Jenny, a Nero employee, that includes additional information concerning installation problems:


Got this response from Nero tech support:

In order to analyze your problem properly, we require some additional information.

To get the installation log files, it will be necessary to manually collect them after the installation process. Start the Nero installation again.
The installation process will be logged and saved into a MSI log file.After the installation of Nero failed, open your Windows Explorer and enter in the address field %temp%. In the temp directory should be a MSIx.log (x for installationnumber) file. Please send us this log file that we can analyze the failed installation process.

Please also create a logfile with the help of the Getsupportfile. Use the following steps:

Click here [edited]

Extract the zipped file on your hard drive using WinZip or WinRAR. Start the tool by double-clicking the EXE-file.-> The “C:\WINDOWS\system32\cmd.exe” window opens.The tool may take several minutes. You can track the single steps in the displayed window.

After the tool has successfully run you will find a file named “NeroSupport.cab” on your desktop. Please send us both file as an e-mail attachment.

Additionally, we would like to point out some details of the “GetSupportFiles” tool.The following information will be gathered:

- All available log files of different Nero applications.
- System information gathered by the Windows tool “MSInfo32?.
- Information on the installed DirectX version. For this, the Windows application “DXDiag” will be used.
- The “SchedLgU.txt” log file. This file contains information on currently scheduled tasks (e.g. the JobScheduler in Nero BackItUp).
- Extracts from the registry:
a. Information on the settings with which Nero applications run.
b. Information on how the CD/DVD drives have been installed.
Please note:
If the “GetSupportFiles” tool crashes then simply start it again.
When the tool is started again it will automatically recognize the particular program that caused the crash. As a result,that diagnostics program will be omitted.

Should you have any further queries, please do not hesitate to contact us again.

Best Regards

Jenny
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