Author Topic: avastSupport.exe tune up  (Read 21475 times)

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Offline Rednose

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Re: avastSupport.exe tune up
« Reply #30 on: March 15, 2015, 08:53:25 PM »
Ok, interesting :)

I did some further testing :

Nomaly I use the Frankfurt SecureLine server, which is outside my country ( The Netherlands ) and I still have the error there.
But when I switch to the Amsterdam SecureLine server in The Netherlands, there is no problem with the tool !
I have send Bob a pm if he can do some further testing too.

Greetz, Red.


EDIT : I checked it also with the Prague SecureLine server, and get the error. Back to the Amsterdam SecureLine server, and no problem !
« Last Edit: March 15, 2015, 09:10:40 PM by Rednose »
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Offline bob3160

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Re: avastSupport.exe tune up
« Reply #31 on: March 15, 2015, 09:30:38 PM »
Ok, interesting :)

I did some further testing :

Nomaly I use the Frankfurt SecureLine server, which is outside my country ( The Netherlands ) and I still have the error there.
But when I switch to the Amsterdam SecureLine server in The Netherlands, there is no problem with the tool !
I have send Bob a pm if he can do some further testing too.

Greetz, Red.
I can confirm the problem with the Frankfurt Server.  Dallas works like a charm. :)


EDIT : I checked it also with the Prague SecureLine server, and get the error. Back to the Amsterdam SecureLine server, and no problem !
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Offline Rednose

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Re: avastSupport.exe tune up
« Reply #32 on: March 15, 2015, 09:39:57 PM »
Ok, there is definitely a problem.

Bob gave me his testing results, and his permission to post it :

Greetz, Red.
« Last Edit: March 15, 2015, 09:44:06 PM by Rednose »
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Offline GTX66

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Re: avastSupport.exe tune up
« Reply #33 on: March 16, 2015, 08:41:26 PM »
What exactly does this tool do? If would be nice if it was explained in the OP.

Offline DavidR

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Re: avastSupport.exe tune up
« Reply #34 on: March 16, 2015, 08:59:39 PM »
What exactly does this tool do? If would be nice if it was explained in the OP.

To report BSODs, crashes or any other non trivial problems please use new SupportPackage generating tool.

If you are experiencing problems with avast it gathers technical data to help the developers analyse and hopefully resolve the problem without having to ask users to gather the data/logs, etc.

URL link to tutorial on Reply #4 - quoting another topic.

Check out the Instructions how to Generate an avast! support package see: https://www.avast.com/faq.php?article=AVKB33#idt_01.
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Offline lukas.hasik

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Re: avastSupport.exe tune up
« Reply #35 on: March 30, 2015, 08:43:33 PM »
What exactly does this tool do? If would be nice if it was explained in the OP.

To report BSODs, crashes or any other non trivial problems please use new SupportPackage generating tool.

If you are experiencing problems with avast it gathers technical data to help the developers analyse and hopefully resolve the problem without having to ask users to gather the data/logs, etc.

URL link to tutorial on Reply #4 - quoting another topic.

Check out the Instructions how to Generate an avast! support package see: https://www.avast.com/faq.php?article=AVKB33#idt_01.

New FAQ and the tool are in production! - https://www.avast.com/en-us/faq.php?article=AVKB33#artTitle
Quality is also a feature.

Offline Rednose

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Re: avastSupport.exe tune up
« Reply #36 on: March 31, 2015, 06:58:15 PM »
Question :)

Should we only ask with BSOD's for a full memory dump, or with other ( which ? ) issues as well ?

Greetz, Red.
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Offline Endt

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Re: avastSupport.exe tune up
« Reply #37 on: April 01, 2015, 03:46:17 PM »
Hi Red!

Full memory dumps are usually used just for BSOD analysis, some exceptions can occur ,)

Cheers,
B.

Offline Rednose

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Re: avastSupport.exe tune up
« Reply #38 on: April 01, 2015, 04:30:20 PM »
Hi,

That is what I thought :)
Thnx for the conformation !

Greetz, Red.
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Offline DavidR

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Re: avastSupport.exe tune up
« Reply #39 on: April 01, 2015, 04:42:21 PM »
Question :)

Should we only ask with BSOD's for a full memory dump, or with other ( which ? ) issues as well ?

Greetz, Red.

A major point is that by default I think that only mini-dumps are created. The user would have to have changed the default settings to include the kernel memory dump, which is the memory.dmp file.
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Offline Rednose

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Re: avastSupport.exe tune up
« Reply #40 on: April 01, 2015, 04:58:24 PM »
A major point is that by default I think that only mini-dumps are created. The user would have to have changed the default settings to include the kernel memory dump, which is the memory.dmp file.

That is why it is important we give users the right directions.
Also that they don't have to make a ticket, but just post the Support Package File ID in their reply.

Greetz, Red.
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Offline Staticguy

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Re: avastSupport.exe tune up
« Reply #41 on: April 01, 2015, 09:46:23 PM »
What's up guys  :). I have a strange question to ask. Couple of weeks ago I used this tool to generate support package to send some log files to avast and I was given an File ID. Reported to one of the avast team here in this forum and gave him the file ID of the support package and he said he couldn't find my file in the system?

Any clues or ideas of what had happened?
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Offline Endt

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Re: avastSupport.exe tune up
« Reply #42 on: April 02, 2015, 11:25:46 AM »
What's up guys  :). I have a strange question to ask. Couple of weeks ago I used this tool to generate support package to send some log files to avast and I was given an File ID. Reported to one of the avast team here in this forum and gave him the file ID of the support package and he said he couldn't find my file in the system?

Any clues or ideas of what had happened?

Hey, Static.

I can only guess what happened but the fact is that the new support tool (R2) uses different ftp than the old one, maybe that was the problem.

Keep it rocking,
B.

Offline Staticguy

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Re: avastSupport.exe tune up
« Reply #43 on: April 02, 2015, 01:58:19 PM »
I have sent another new support package. File ID: W2S7H. Please double check this again. Thanks.
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Offline Endt

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Re: avastSupport.exe tune up
« Reply #44 on: April 02, 2015, 03:33:40 PM »
I can see it here :) what is your problem?