Patch for Windows, powered by Shavlik

How Do I . . .?:  Collect Data for Technical Support

If you ever have a question or issue with Ivanti Patch for Windows that requires help from the Ivanti Technical Support staff, please have the following information available when opening a support request or calling:

What version of Ivanti Patch for Windows are you using? Please include the build number (available via Help > About Ivanti Patch for Windows).

What operating system is the console installed on? Please include the service pack level.

What operating system(s) are the target machines running? Please include the service pack level and architecture version (32-bit or 64-bit).

What exactly were you doing when the issue occurred, or what exactly do you want to do? Please be as descriptive as possible.

Provide your Ivanti Patch for Windows license key.

Provide screen shots or text of any on-screen errors.

Installation Log Files

The installation logs are located in the following directory: C:\Users\user name\AppData\Local\Temp

There are three installation log files within the directory:

Main installation log file: ProtectSetup_date_time.log

Prerequisite  installation log file: PreSetupdate.log

Windows Installer log file: ProtectInstall_date_time.log

Program Log Files

If necessary, you may be asked to capture program log files.

1.Select Tools > Options > Logging and in the User Interface and Services boxes specify All.

2.Restart the program.

3.Recreate the issue.

Please note the steps you took to recreate the issue. Also note the date and time of day so our analysts know where to look in the log files.

4.Once the issue is recreated, and before you close or restart the program, make a copy of all the logs and include them in your email correspondence.

The logs are located in the following directory: C:\ProgramData\LANDESK\Shavlik Protect\Logs


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