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Customer support

Support Request

Your request may be dealt with faster if you create and attach a file called FSDIAG to it. This file provides us vital information about your system. Follow the instructions below to create and send the FSDIAG file.

Your Contact Information

Please ensure the email address is correct so we can contact you when needed.
Phone number should be in international format
This is the Customer Number stated in your license certificate

Product Details

Case

Attach files to this request

Note: Some web browsers cannot attach multiple files.

  • Total size of attached files should be under 100MB
  • Up to 10 files can be attached
  • Empty files will be discarded

FAQ

How to create and send FSDIAG file?

If you encounter technical problems with your product and need further assistance, kindly create and send an FSDIAG file to our technical support. 

You can create the FSDIAG file using the Support Tool program provided with the product. This program gathers vital information about your system and its configuration, which includes product details, operating system logs, and system settings.

Information collected by our program will be treated with utmost confidentiality. Read more about our Support Tool privacy policy here. 

 

For Windows

Note: Support Tool requires you to be logged in as an administrator. 

  1. Click Start 
  2. Select All Programs > (WithSecure product) > Support Tool
  3. Select Run diagnostics
  4. Once the tool completes gathering information, it will create the output file on your desktop. The name of the archive file is fsdiag.zip. Do note that the file size may be as large as 100MB.  
  5. Attach the file to your support request. Our technical support will handle the request and reply to you. 

 

For Mac OS

  1. Go to Finder > Applications > WithSecure
  2. Select the Support Tool app 
  3. Select Run diagnostics 
  4. Once the tool completes gathering information, choose a location for the output file and save it there. The name of the archive file is fsdiag.tar.gz. Do note that the file size may be as large as 100MB. 
  5. Attach the file to your support request. Our technical support will handle the request and reply to you. 

 

For Linux

  1. Follow the instruction for applicable Linux product provided in the article How do I create an FSDIAG file on Linux systems? 
  2. Collect the archive file fsdiag.tar.gz. Product name and date of collection may be included in the file name, depending on the products.
  3. Attach the file to your support request. Our technical support will handle the request and reply to you.