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A Support Tool has been created for the classroom.cloud Student, which gathers detailed information required to assist our Support team should you encounter a problem. The Support Tool gathers details from the machine where the Support Tool has been executed. This tool then collects and stores these details within a .zip file.

The information gathered by the Support Tool is as follows:

  • classroom.cloud 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

  1. The Support Tool is located in the installation directory of the classroom.cloud Student:
    32bit C:\Program Files\NetSupport\classroom.cloud
    64bit C:\Program Files (x86)\NetSupport\classroom.cloud
  2. Execute the supporttool.exe on the classroom.cloud Student machine where you are encountering an issue.
  3. Select classroom.cloud from the Product drop-down list.
  4. Click Generate to enable the Support Tool to gather the required details.
  5. Click Save to save the .zip file to your machine.
  6. Please note the default save location is the Support folder within the installation directory of classroom.cloud.
  7. The .zip file and a description of the problem needs to be emailed to our Support team at [email protected].
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