If you require AIP support, please provide the following information along with a clear explanation of the issue, including steps to reproduce it and any error messages.
Serial number
Provide the serial number that is listed on the license certificate. Only registered user is allowed to use our Technical Support Service.
Support Information
When using ActiveImage Protector 2016 or later, use ActiveImage console (GUI) and go to [Help] - [About] and click [Create Support Info] button. The support information file (AIP-SupportInfo-yyyymmddhhmm.zip) is generated on the Desktop.
When using ActiveImage Protector IT Pro Creator, the file is created in C:\Windows\temp.
When using ActiveImage Protector 3.5 or earlier, please use the following operating procedures to generate the support information file. The Support Info Tool can be downloaded from the attachment linked at the bottom of this page.
1) Download the attachment linked at the bottom of this page and save the aip_support.vbs to any folder.
2) Run aip_support.vbs as a user with administrator rights.
3) After some time, a file named "aip_support_yyyymmdd_hhmm.zip" will appear on the desktop.
If using Windows 2000, a folder named "aip_support_yyyymmdd_hhmm" will be created on the desktop.
4) Send the zip file or the file you compressed to our E-Mail address listed in the "Terms and Conditions for Technical Support Service Contract".
To collect the Support Information (Boot environment)
If trouble occurs in the Boot environment, please gather logs.
*When shutting down or rebooting boot environment, the task log and other information will be lost. Please collect the information including task errors when occurs before shutting down or rebooting the boot environment.
– WinPE-based Boot Environment
1) Use console (GUI) and Go to [Help] - [About].
2) Click [Create Support Info] button.
3) The support information file (AIP-SupportInfo-yyyymmddhhmm.zip) is generated in "X:\Program Files\ActiveImageProtector".
Please save the file in USB media, a network shared folder, etc., by using File Explorer in Tool panel, and send the file to us.
– Linux-based Boot Environment
1) Use console (GUI) and Go to [Help] - [About].
2) The support information file (AIP-SupportInfo-yyyymmddhhmm.zip) is generated in "/opt/BE".
* When using an earlier version, "AIP-SupportInfo-yyyymmddhhmm.tgz" is created.
Please save the file in USB media or in a network shared folder by using File Explorer in Tool panel.
Attachments
- AIPSupportInfoToolv2.0.7.zip (29,897 bytes)
(13451071061145)
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