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Contacting Support and Providing System Information
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When contacting support, please be prepared to provide supporting information that will expedite your case for Windows or NetWare systems.
Note: If you have a case open, please include the case number in the subject line of your email. If you have had a case open in the past, providing this case number can expedite communication.
Supporting Documents for Windows Systems
Please provide the following supporting documents from the machine having the issue. Place the files in a zip file called computername.zip.
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What is the serial number of OFM being used? (needed only upon request)
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What Anti-Virus Application/version is used?
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What Backup Application/version is used?
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The backup logs covering the period of time when the problem occurred (even if no backup was in progress).
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Provide a Microsoft System Diagnostic report file:
NT4 - Please save MSD information as filename computername.nfo (alt-tabs complete)
Win2K and later - Please save "System Information" as computername.nfo
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The ofmnt.log file in C:\PROGRAM FILES\OFM\NT\I386 (by default)
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System Event Log and Application Event Log in TXT format
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Start > Settings > Control Panel > Administrative Tools > Event Viewer
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Action > Save , naming the reports "computername_app.txt", "computername_sys.txt".
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Export these Registry Keys
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Start > Run > regedit, then "Registry > Export Registry" or "File > Export" to export key information. We suggest the following names (to avoid accidental registry imports); sbs.reg.txt, ofmfsdrv.reg.txt, ofmlvdrv.reg.txt and ofm.reg.txt.
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HKEY_LOCAL_MACHINE\SOFTWARE\St. Bernard Software
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HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\OFMFsDrv
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HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\OFMLvDrv
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HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\OpenFileManager
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