Technical Support

January 14, 2016

 Before Using Technical Support Services

Before contacting Technical Support for help and advice, solutions to your questions may be found in Help, README or the product information page at NetJapan's Web site. Support information can be accessed at:


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.

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 ( 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

  1. Run the command from command prompt.

#cd <Install folder>

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

#aipcontrol createsupportinfo <path>

Ex: #aipcontrol createsupportinfo C:\temp

  1. The support information file( 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):

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/NetJapan" folder.

Please us send the above file.



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