Technical Support

Revised on July 30, 2020

 Before Using Technical Support Services

Before contacting Technical Support for help and advice, solutions to your questions may be found in Help, README and the information at our Web site.
You can access the support information at our Web site.

When contacting Technical Support, please be prepared to provide the information below and a detailed description of the problem, including operational procedures to reproduce the problem, error messages if any, etc.

• Product Key
  The Product Key is listed on licensing document. Only the registered user is to contact Technical Support Services.

• Support Information
  Please send us the support information file which will be useful for further investigation required to solve the problem. Please take the procedures described below and send us the generated support information file via E-mail.

Generating Support Information File

Please send us the support information which will be useful in identifying and resolving the issue.

Use Console (GUI):

1. Go to [Help] and click on [About].

2. Click on [Generate Support Info] button.

3. A Zip archive file (AIP-SupportInfo-yyyymmddhhmm.zip) is created packaging multiple support files and is located on desktop.

Use Command Line tool

1. Create a temporary folder.

mkdir <Specified location>

Ex: mkdir C:\temp

2. Run the command from command prompt.

#cd <Install folder>

Ex: cd C:\Program Files(x86)\Actiphy\ActiveImage Protector

#aipcontrol createsupportinfo <path>

Ex: #aipcontrol createsupportinfo C:\temp

3. The support information file（AIP-SupportInfo-yyyymmddhhmm.zip）is created in "C:\temp" folder.

If you encounter a problem in Boot Environment, please save the following log information.

ActiveImage Protector Boot Environment（Windows PE）：

• X：\Program Files\ActiveImageProtector\AIP.ini
• X：\Program Files\ActiveImageProtector\AIP.log
• X：\Program Files\ActiveImageProtector\wpeinit.log
• X：\Program Files\ActiveImageProtector\LOGS

ActiveImage Protector Boot Environment（Linux）：

Go to [Tool] tab and select [Open Terminal] to display the terminal and run the following command.

# Aipmng --support

"AipSupportInfo_<Current Date> _ <Current Time>.tgz" is created in "/opt/BE" folder.

Please us send the above file.

If you encounter a problem in IT Pro Edition Creator, please save the following log information.

• Logs folder located in installation folder.
• DISM.LOG located in C:\Windows\logs\DISM.

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