Accessing Support Using An Alternative Machine

Today I tried to report a problem on my Windows-7 machine using another, XP, machine.

What a disaster !

The support tool tried to find system data from the XP machine and when I tried to cancel the whole thing it locked the XP system up and I had to reboot.

This is a nonsense system - one ought to be able to skip the collection of system data as this may not be applicable to the machine being used to report a problem, or, the problem may be a general query where system data is inappropriate.

Is there any way around this nonsense?

Regards,

Cheemag

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coolcool1227

As far as I know that tool collects only system hardware specs, installed softwares and their locations, Windows events, dumps, Bitdefender's related info (logs, dumps, settings, etc) and no personal data is collected. "Sysdump" utility is also integrated in supporttool.exe.

You can copy the archive created by the tool during its submission (hurry up at this point as it is deleted after submission) or disable network connection, so that the archive can't be submitted and then you extract and check the archive by yourself for satisfaction.

Cheemag

As far as I know that tool collects only system hardware specs, installed softwares and their locations, Windows events, dumps, Bitdefender's related info (logs, dumps, settings, etc) and no personal data is collected. "Sysdump" utility is also integrated in supporttool.exe.

You can copy the archive created by the tool during its submission (hurry up at this point as it is deleted after submission) or disable network connection, so that the archive can't be submitted and then you extract and check the archive by yourself for satisfaction.

I don't think you understand. I'll try to spell it out:

If I report a problem with my Windows-7 machine using my XP machine to contact Support, any data that will be collected will be applicable to the XP machine and not with the problem Windows-7 machine. It is inappropriate/unwanted/unnecessary ... yet I cannot suppress it.

And of course Support will reply asking for the specs ... !

Regards,

Cheemag

werby3

I don't think you understand..

Hi,

What you cannot understand is that support tool runs under and only for your current OS and not for any other OS you have installed on your PC and this is absolutely normal and logical. Thus, you have to run it (and copy it) when you are logged to Win 7 and not to XP.

Regards

werby3

...in addition

After creation of support tool archive, you can send it to BD support via e-mail or an upload file server (like "sendspace" sending them the link).

coolcool1227

I don't think you understand. I'll try to spell it out:

If I report a problem with my Windows-7 machine using my XP machine to contact Support, any data that will be collected will be applicable to the XP machine and not with the problem Windows-7 machine. It is inappropriate/unwanted/unnecessary ... yet I cannot suppress it.

And of course Support will reply asking for the specs ... !

Regards,

Cheemag

Hmmm......this example reflects your thoughts that "medical history of one patient is to be used for prescribing medicines to other patient"....

Georgia

Hi Cheemag,

Indeed, if you choose to contact support from the main Bitdefender interface, it will automatically send us an email, which also includes the Bitdefender support tool, with information obviously gathered from that PC.

Also, you can contact us directly using the contact form:

http://www.bitdefender.com/support/contact-us.html

The discussion will continue here: http://forum.bitdefender.com/index.php?sho...c=42481&hl=