In this article, you will find Panda Security additional tools developed for different troubleshooting scenarios.
+ PSErrorTrace tool - Installation, scan or third-party issues - PSErrorTrace tool - Installation, scan or third-party issues
PSErrorTrace tool gathers useful information to diagnose and study issues related to the installation, scan or compatibility with third-party software.
Please, follow the steps below:
- Download PsErrorTrace.exe and run the file with elevated privileges.
- Click the Start button.
- Choose the type of operation you were doing when you encountered the problem (installing, activating, opening a program, scanning, etc.) and click Continue.
- Fill in your email address and description of the problem and click Continue.
- Now, you will be asked to replicate the issue you had encountered (scan stuck, failed installation, etc.). When you are ready to do so, click Start.
- Once you are able to replicate the problem and when the button is no longer greyed out, click Finish.
- Choose Exit and click Yes to save the report PsErrorTrace.psinfo to your computer.
- Finally, send the PsErrorTrace.psinfo file to Support.
+ NNSDiag - Firewall issues - NNSDiag - Firewall issues
Use NNSDiag tool before escalating issues involving mail issues or the firewall either preventing a third-party software from working correctly or else when the firewall protection blocks the Internet connection. The resulting log file for Technical Support to obtain is called NNSDiagResults.zip. Use password panda-123 to unzip the file.
There are two versions of the tool:
NNSDiag tool: Version 4.7.0.601 valid for corporate products on protection version 8.00.21.X.
Use NNSDiag tool before escalating issues involving mail issues or the firewall either preventing a third-party software from working correctly or else when the firewall protection blocks the Internet connection. The resulting log file for Technical Support to obtain is called NNSDiagResults.zip. Use password panda-123 to unzip the file.
There are two versions of the tool:
NNSDiag tool: Version 4.7.0.601 valid for corporate products on protection version 8.00.21.X.
Password: panda
NNSDiag_Standalone tool: Version 7.0.0.616 valid for corporate products on protection version 8.00.22.X or above.
Password: panda
+ Windbg - Post-mortem dump - Windbg - Post-mortem dump
In order to continue with the study of your issue, Panda Security needs to collect additional data from your computer. To determine which process is crashing, a postmortem dump of the computer is needed. To generate this file, please download the document How to generate a post-mortem memory dump, follow the steps indicated and forward the resulting files to us.
In order to continue with the study of your issue, Panda Security needs to collect additional data from your computer. To determine which process is crashing, a postmortem dump of the computer is needed. To generate this file, please download the document How to generate a post-mortem memory dump, follow the steps indicated and forward the resulting files to us.
