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RUNNING THE SUPPORT TOOL FOR NETSUPPORT MANAGER AND NETSUPPORT SCHOOL
Jan 9, 2020 | NetSupport Manager, NetSupport School, Windows
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Created OnJanuary 9, 2020
Last Updated OnJanuary 13, 2020
byNetSupport Technical Support
4.8 OUT OF 5 STARS
2 ratings
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A Support Tool has been created for NetSupport Manager and NetSupport School,
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.
Please run the Support Tool on both the Client and Control machines for
NetSupport Manager problems and the Student and Tutor machines for NetSupport
School problems.
The information gathered by the Support Tool is as follows:
* * NetSupport Manager or NetSupport School file version details.
* Operating system details and version.
* Video hooking method (i.e. GDIHOOK or screen scrape).
* 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 NetSupport
Manager/School:
32bit C:\Program Files\NetSupport\NetSupport Manager/School
64bit C:\Program Files (x86)\NetSupport\NetSupport Manager/School
2. Execute the supporttool.exe on the NetSupport Control/Tutor machine and the
NetSupport Client/Student, where you are encountering an issue.
3. Select NetSupport Manager or NetSupport School 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 NetSupport Manager or NetSupport School.
7. The .zip file and a description of the problem needs to be emailed to our
Support team at support@netsupportsoftware.com
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