How do I access log files and submit them for analysis? (4.x)

KB Solution ID: SOLN2137|Last Revised: April 21, 2014

In some cases, our analysts can more effectively troubleshoot your issue if they have access to the log files which are automatically created by your ESET product. The steps below show how to run an On-demand computer scan and email the results to ESET Customer Care for analysis. However, these steps can also be used to access any other ESET Smart Security or ESET NOD32 Antivirus 4.x log (see step 5).

Mac OS X users: click here.

  1. Open ESET Smart Security or ESET NOD32 Antivirus. How do I open my ESET product?
     
  2. Click Change to switch to Advanced mode. If prompted, click Yes to continue.

    Figure 1-1
    Click the image to view larger in new window

  3. Click Computer scan Smart scan.

    Figure 1-2
    Click the image to view larger in new window

  4. On completion, a summary window showing the number of scanned, infected, and cleaned objects will be displayed. Click OK to return to the main program window.
     
  5. Click Tools Log files, and select On-demand computer scan from the Log drop-down menu (see figure 1-3).

    Other log files

    If you would like to access a log file other than the On-demand computer scan log, such as the ESET Personal firewall log, you may select it at this time. 

  6. Double-click the line representing the most recently completed scan to open the scan log. In the Log window, right-click any entry and select Copy all.

    Figure 1-3
    Click the image to view larger in new window

  7. Open a blank Notepad document and press Ctrl + V on your keyboard to paste the copied text. Save the .txt document to your Desktop and attach it to an email reply to ESET Customer Care. Customer Care will examine the scan log and respond as soon as possible with the recommended steps to address your issue.

    You must have a case open

    If you plan to submit a scan log to ESET Customer Care, you must first open a case. You can open a case by clicking here.

    Figure 1-4

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