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When requesting support be added for a specific product, provide the following information.
Please note additional information may be requested depending on the program and operating system.
- Contact Information.
- Contact Name.
- Best contact time including the timezone.
- Best contact method Phone / Email.
- Email.
- Phone.
- Feature Description.
- Business impacting reasons.
- Users affected.
- Screen capture of the AV program's Help > About.
- Output listed below for the applicable operating system.
Windows:
Registry export as text of HKEY_LOCAL_MACHINE\Software\:
1) Run Windows Regedit.
2) 'Right-click on' HKEY_LOCAL_MACHINE\Software\
3) 'Right-click' and select EXPORT.
4) Select 'Text Files' for 'Save as Type'.
If text export is not permissible, export the following instead:
HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall
HKLM\Software\wow6432node\Microsoft\Windows\CurrentVersion\Uninstall
Nodes for the vendor and/or product (i.e. HKLM\Software\ExampleSoftware and HKLM\Software\wow6432node\ExampleSoftware)
macOS:
Output of the following command:
pkgutil --pkgs | grep -i -e <vendor_name> -e <product_name> | xargs -L 1 pkgutil --pkg-info
Example:
pkgutil --pkgs | grep -i -e avast -e one | xargs -L 1 pkgutil --pkg-info
Linux:
rpm packages: Output of the following command:
rpm -qa | grep -i -e vendor -e product | xargs -L rpm -qil
Related article:
Information to provide when requesting device support
https://community.fortinet.com/t5/FortiNAC/Technical-Note-Information-to-provide-when-requesting-dev...
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