[KB3215] Create a Computer scan log and submit it to ESET technical support for analysis

Issue

  • ESET technical support has requested a Computer scan log

Access other types of log files

Details

In some cases, our analysts can more effectively troubleshoot your issue if they have access to the system logs created by your ESET product.

Solution

A new version has been released

A new version of ESET Windows home products have been released. We highly recommend that you upgrade to the latest version.

  • Remember: ESET Windows home products version 9 and later use a License Key for activation. What is a License Key?

How do I create a Computer scan log and submit it to ESET technical support for analysis?

  1. Open ESET Smart Security or ESET NOD32 Antivirus. How do I open my ESET product?
     
  2. Click Computer scan → Scan your computer.

    Figure 1-1
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  3. Once the scan is complete, click Show log.

    Figure 1-2
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  4. Right-click anywhere in the Computer scan window and select Export from the context menu.

    Figure 1-3
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  5. In the Save As window, select Desktop as the save location.
  6. Type Computer Scan into the File name field. It is important that you use exactly this file name for ESET technical support to process your request as quickly as possible.
  7. Select Text file (*.txt) from the Save as type drop-down menu and click Save. It is important that you send your log in the form of a text file for ESET technical support to process your request as quickly as possible.

    Figure 1-4

  8. Attach this file to an email reply to ESET technical support. Our representatives will examine the scan log and respond as soon as possible with the recommended steps to address your issue (if you plan to submit a scan log to ESET technical support, you must first open a case with ESET technical support).

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