Using Symantec Help (SymHelp)
|Article:TECH204717|||||Created: 2013-04-04|||||Updated: 2013-12-03|||||Article URL http://www.symantec.com/docs/TECH204717|
Using Symantec Help (SymHelp)
About the Symantec Help:
The Symantec Help (SymHelp) Tool is a standalone tool that diagnoses many common issues found in Symantec Products. Besides generating reports, the tool also assists with gathering appropriate logs to send to technical support. If an internet connection is present, the tool will automatically check for updates for itself, and automatically run the latest version of the tool.
The Symantec Help tool is included in recent versions of Symantec Products and will auto update itself if the computer has internet access.
Backup Exec Support Tool is included in Backup Exec (BE) 2010 R2 and higher and will auto update to SymHelp:
- In Backup Exec 2010, the Symantec Help Tool is found under the Tools menu, sub-menu >Support Utilities>Run the support tool to collect information before you call technical support.
- In Backup Exec 2012: The ‘Tools’ menu has been replaced by the “Backup Exec Button”. This is the large yellow and black button with the disk/tape storage graphic in the top left corner of the user interface. From the Backup Exec Button menu, select sub-menu >Technical Support >Run the support tool to resolve issues.
To download the Symantec Help Tool click on the link or copy the URL in the browsers address bar:
The Symantec Help Tool must be launched while logged in with administrator rights, or launched with "Run as administrator", if not incorrect results may be returned.
Upon launching the utility, it will check for a new release Please allow a few seconds for this to start. If any updates found, the utility will apply the changes and restart itself automatically. Click on I accept the EULA to continue after the update is applied. See 'Figure 1'
This tool has the ability to diagnose various issues with Symantec Products. Tests for each product can either be run individually or together by using the check boxes under the Select products section to the left of the window.
If logs need to be collected for Symantec support, be sure to select All data or the options requested by Technical Support. See 'Figure 2'
Click the button Click to Start Scan to bring up the Scan Options Window below. See 'Figure 3'
After the data is collected and analyzed, Error Reports are able to be viewed to help resolve issues. See 'Figure 4'
The Reports are categorized as follows:
- Errors - These reports represent issues that could potentially cause problems. See 'Figure 5'
- Warnings - These reports represent issues which should warrant some attention, but probably aren't critical.
- Ok - These Reports represent data points which SymHelp did not find any issues with.
- Information - Provides a summary of general information regarding the system, such as available disk space, operating system information, etc.
To collect and send Data for Symantec Technical Support, click the "Save” icon at the top of the window.
Explanation of fields:
Name: Enter the name of the customer.
Company: Enter the customer.
*Case: Enter the case number received from either creating a case online or calling Technical Support. (This is a mandatory field)
Contact: The contact information isusually in the form of phone number(s) and email address (es). Please include the time zone or GMT differential and hours of availability.
Issue: Reason why the report is run and what needs to be investigated by Support. See 'Figure 6'
Click Save and send to Symantec Support:This will need to be selected to send Symantec the log files to the Upload-Only FTP Server.
- Click Yes to continue the upload.
- Copy the link provided after the Data has been uploaded so it can be emailed to Technical Support.
- Click OK when finished. See 'Figure 7'
On windows 7, the Support Tool may be unable to save the report file to the root of C:\. Specify an alternate location to save the report file.
On Windows 2008, the progress indicator may not update. This is due to security settings configured within Windows and Internet Explorer, and will not affect the use of this utility.
Article URL http://www.symantec.com/docs/TECH204717