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A Support Tool has been created for the 247connect Managed Agent and Control, which gathers detailed information required to assist our Support team should you encounter a problem. It collects details from the machine where the Support Tool has been executed. This tool then collects and stores these details within a .zip file.
The Support Tool collects:
- 247connect file version details.
- Operating system details and version.
- Video hooking method
- Network details (i.e. network address, computer name and subnet).
Running the Support Tool
- The Support Tool is located in the installation directory of the Managed Agent or Control machine:
64bit Managed Agent: C:\Program Files\NetSupport\247connect\Managed Agent
64bit Control: C:\Program Files\NetSupport\247connect\Control - Execute the supporttool.exe on the 247connect Managed Agent or Control machine where you are encountering an issue.
- Select 247connect from the Product drop-down list.
- Click Generate to enable the Support Tool to gather the required details.
- Click Save to save the .zip file to your machine.
- Please note the default save location is the Support folder within the installation directory of 247connect.
- The .zip file and a description of the problem need to be emailed to our Support team at [email protected].