All,
Feel free to contact any customer directly for obtaining logs and dumps for critical issues.
If you need to collect dumps, here is a message you can post on the thread to the user to request a dump:
Hi [username],
We would like to get a crash dump to help us analyze this error. Could you assist us by following the steps below to generate a crash dump?
1. Download Debugging Tools for Windows
32-bit - http://msdl.microsoft.com/download/symbols/debuggers/dbg_x86_6.11.1.404.msi
64-bit (AMD) - http://msdl.microsoft.com/download/symbols/debuggers/dbg_amd64_6.11.1.404.msi
64-bit (Itanium) - http://msdl.microsoft.com/download/symbols/debuggers/dbg_ia64_6.11.1.404.msi
2. Install the package
3. Open an elevated Command Prompt (i.e. Run as Administrator)
a. C:
b. cd “c:\Program Files\Debugging Tools of Windows” (or cd “c:\Program Files (x86)\Debugging Tools for Windows” on x64 systems)
c. tlist -m ccsvchst.exe
It shall give you two process id’s, write them down (say 328, 3564)
d. adplus
Skip any warnings related to script interpreter if any. There will be a new Command Prompt window show up, close it.
4. Turn off Norton Product Tamper Protection from the Misc Settings section of the Norton Product Settings
5. Run the product and let it crash, do not click anything
6. Go back to the Command Prompt
a. adplus -crash –p 328
replace the pid 328 with the one found in step 3c
b. adplus -crash -p 3564
replace the pid 3564 with the one found in step 3c
7. You should find cdb running in the task bar. After it disappeared, the dumps are taken.
8. Go back to the Debugging Tools for Windows folder (e.g. C:\Program Files\Debugging Tools of Windows) and there will be two new folders created. Please compress these two directories.
Let me know when you have this, and I'll send you a private message with information on where to upload it.
If you simply need to collect logs, here is the message you can post when you send them a private message
Hi [username],
I've sent you a Private Message (
icon on the top right portion of the forums). Please check this when you get a chance.
When you send a Private Message to the customer, here is the template you can use to show them where to upload the files:
BE SURE TO ONLY POST THESE MESSAGES ONLY THROUGH THE PRIVATE MESSAGE SYSTEM OR THROUGH EMAIL
DUMPS AND LOGS:
Hi,
First, rename the .zip file to [username].zip.
Secondly, please compress and attach the this directory:
Windows XP - C:\Documents and Settings\All Users\Application Data\NortonInstaller
Windows Vist / Windows 7 - C:\ProgramData\NortonInstaller
Rename that file to [username]-logs.zip
After that, please upload the compressed files to our Swapdrive account.
Website: http://www.swapdrive.com/login.htm
Click on Corporate Login.
Username: log_files
Password: symantec
Domain: EngineeringServices
Please upload it in to the DUMP directory. Thanks!
LOGS ONLY
Hi,
First, rename the .zip file to [username].zip.
Please upload the compressed file to our Swapdrive account.
Website: http://www.swapdrive.com/login.htm
Click on Corporate Login.
Username: log_files
Password: symantec
Domain: EngineeringServices
Please upload it in to the DUMP directory. Thanks!
These two messages should help you gather the dumps and logs quickly, while having to do minimal effort. The same login credentials that the customer will use to login to the swapdrive account will be the same credentials you would use to retrieve the information. Be sure to change the private message text to have them rename the files to include their username in them, to help distinguish between information from different customers.
If you have any questions, please feel free to email me or send me a message on yahoo. My YIM is blackboxsocial.