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How to report a Bug


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#1 LS Ann

LS Ann

    Lavasoft Staff

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Posted 24 October 2016 - 10:06 PM

How you report a bug is very important.

 

Please be advised to provide us with detailed steps to reproduce the experienced issue and follow the steps below to gather required information and help us to improve the program.

 

We need logs to investigate any issues you may have so please upload the following information to the forum thread each time you encounter an issue.

 

1. Include Hidden files

 

To see all files you have to select to show hidden files, see http://www.bleepingc...tutorial62.html for a description.

Please, restore the setting when you're done with this instruction.

 

2. Ad-Aware folder

 

Windows, 7, 8 and 10:

Find the folder C:\ProgramData\adaware\adaware antivirus.

Right-click the folder name and select Send to - Compressed folder.

A new zip file, called Ad-Aware 12.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.

 

4. System Information

 

Windows 8 and 10:

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:

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 the More Reply Options button.

 

Click on Browse.

Find the Ad-Aware 12.zip file.

Click on Open.

Click on Attach This File.

 

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

 

Enter everything else you want to have in your answer.

 

Click on Add Reply to post.

 

Thank you for your help!


  • CyberGhosT likes this

#2 CeciliaB

CeciliaB

    Volunteer

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  • 9767 posts

Posted 21 November 2016 - 03:57 PM

Please, always specify which beta and Windows version you are using and if adaware is installed in a virtual machine or in a real computer.


  • Pierre67 likes this




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