During the support process, we may ask you to provide system files with detailed information about the system experiencing technical difficulties.

MSInfo

  1. Press Windows Key + R.
  2. Type MSInfo32 and press Enter.
  3. In the System Information window, click System Summary, File, then Export.
  4. When the Export As window appears, choose Desktop.
  5. Name the file "MSInfo" and click Save.

We can only accept files smaller than 15MB. If the saved file is too large to be attached to your ticket, the error section may be too large. To reduce the file’s size:

  1. Open the saved MSInfo file.
  2. Press Ctrl + F and search for [Windows Error Reporting].
  3. Delete everything after the first ten lines of [Windows Error Reporting].
    Note: You can press Ctrl+Shift+End to select the text between your cursor and the end of the document.
  4. Save the file.

Note: If you had to reduce the size of your MSInfo file, please let us know in your ticket so we can troubleshoot your problem accordingly.

DxDiag

  1. Press Windows Key + R.
  2. Type DxDiag and press Enter.
  3. In the DxDiag window, click Save All Information.
  4. Name the file "dxdiag" and click Save.

System Profiler Report

  1. Open the Apple menu and select About This Mac.
  2. Click on System Report.
  3. Click File and Save to your desktop.

Why we need system files

System files help us narrow down possible reasons for the technical symptoms you are reporting and let us provide troubleshooting steps that are tailored to the system experiencing the symptoms.

We’ll never use your system files for anything other than assisting with your technical issue. We delete the files you send us once the issue is resolved.