Run the Symantec Help diagnostic tool to collect and send data for a Symantec Support case

Article:TECH203533  |  Created: 2013-03-05  |  Updated: 2014-07-10  |  Article URL
Article Type
Technical Solution


This article describes how to use Symantec Help (SymHelp) to collect data for a Symantec technical support case.




About the Symantec Help (SymHelp) tool

Symantec Help (SymHelp) collects data for a Symantec Technical Support case. The SymHelp tool collects data from an individual computer that has Symantec products installed, which Technical Support can use to diagnose problems. Symantec Support recommends running the SymHelp diagnostic tool to detect product issues.


Run a "Standard data for support" scan

  1. On the computer that has the problem, download and run SymHelp.

  2. Click I accept the EULA.

  3. In the Home screen, click Collect data for a support case.

  4. In the dialog box, check the Symantec products for which you want to collect data, then click Next.

  5. In the next dialog box, leave Standard data for Support selected, and click Scan.
    Do not select any other options unless a Symantec Technical Support engineer requests it.

  6. For some Symantec products, an additional scan dialog may appear. Leave the default settings unchanged, and click Scan.

  7. When the scan completes, the Save page appears. Optionally, fill out the customer information section.

  8. Do one of the following:

  • Choose a file location, then click Save to save the report to your computer.
  • Choose a file location, then click Save and send to Symantec Support.


Send data to Symantec Support

Follow these steps after you click Save and send to Symantec Support: 

  1. A warning appears to inform you that the data SymHelp collected will upload to the Symantec FTP server. Click Yes.

  2. A dialog box appears that contains the path the file name of the report on the Symantec FTP server. Copy and save this file location, and provide it to a Symantec Technical Support engineer.


 If the SymHelp report has been already saved to your computer, there are other methods to share data with Symantec Support illustrated in this article:
As a customer, which FTP servers and services can I use to upload evidence to Symantec Technical Support?


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