Issue
- After contacting ESET Technical Support, you may be asked to recreate your problem and provide us with the Process Monitor log files.
- Download and install Process Monitor
- Gather process log files
- Gather boot log files
Solution
Download and install Process Monitor
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Download Process Monitor from Microsoft Technet and save it to your Desktop.
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Extract ProcessMonitor.zip, double-click Procmon.exe and then click Yes at the prompt. Click Agree if you agree to the conditions in the End-User License Agreement.
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In the main window, click Filter → Enable Advanced Output.
Figure 1-1
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See the appropriate instructions below to gather the specific logs requested by Technical Support:
Gather process log files
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Process Monitor begins recording logs as soon as you open it. Click the capture
icon to stop recording logs.
Figure 2-1
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Click the bin icon to clear the current log files list.
Figure 2-2
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Click the capture
icon to start capturing new log files and then reproduce your issue. After you reproduce your issue, click the capture icon again to stop recording logs. -
Click the save icon to save your new log files. In the pop-up window, select All events → Native Procesess Monitor Format (.PML) option and click OK.
Figure 2-3
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Navigate to the ProcessMonitor folder where you saved the files, you may need to make hidden files visible to see this folder.
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Select the log files, right-click them and then select Send to → Compressed (zipped) folder from the context menu to create a .zip file.
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If you have not already done so, open a case with ESET Technical Support before you submit your .zip file.
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Attach the .zip file to an email reply to ESET Technical Support. A Technical Support representative will examine the log and respond as soon as possible with the recommended action based on their findings. If you are unable to attach a zipped log file, change the file extension to .file (for example, SysInspector.file).
Gather boot log files
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Click Options → Enable Boot Logging.
Figure 3-1
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Select the check box next to Generate profiling events to enable it, set the frequency to Every second and then click OK.
Figure 3-2
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Restart your computer, reproduce your issue and then run Process Monitor. Click Yes at the prompt to save the boot log.
Figure 3-3
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Save the boot log as a Procmon Log (.PML) file and make a note of where it is saved.
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Navigate to the folder where you saved .PML file, you may need to make hidden files visible to see this folder.
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Select the log files, right-click them and then select Send to → Compressed (zipped) folder from the context menu to create a .zip file.
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If you have not already done so, open a case with ESET Technical Support before you submit your .zip file.
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Attach the .zip file to an email reply to ESET Technical Support. A Technical Support representative will examine the log and respond as soon as possible with the recommended action based on their findings. If you are unable to attach a zipped log file, change the file extension to .file (for example, SysInspector.file).
