Get Support Files

"Get Support Files" gathers all available log files of different Nero applications, system information, installed software, and much more.

Download the file "GetSupportFiles.zip", save this file to your desktop. Extract the zipped file on your hard drive using WinZip or WinRAR. Start the tool by double-clicking on the EXE-file. The window “C:\WINDOWS\system32\cmd.exe“ will open. The execution of the tool may take some minutes.

You can track the single steps in the displayed window. After the tool has run successfully, you will find a file called "NeroSupport.cab" on your desktop. Please send us this file as an email attachment if you contact technical support.

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Additionally, we would like to point out some unique properties of the application "GetSupportFiles":

The application gathers the following information:

  • All available log files for different Nero applications, containing information about the last processes being performed during your Nero installation. These log files may indicate what kind of files you use within Nero.
  • System information gathered by the Microsoft Windows Tool "MSInfo32"
  • Information on the installed DirectX version: For this, the Microsoft Windows application "DXDiag" will be used.
  • The "SETUPAPI.LOG" log file: This file will list all installed devices, Windows Service Packs and Windows Hotfixes.
  • The "TWAIN.LOG" log file: This file will list the installed devices recognized via TWAIN.
  • The "SchedLgU.txt" log file. This file contains information on currently scheduled tasks (e.g. the JobScheduler in Nero BackItUp)
  • Certain extracts from the registry:
    • Information on the settings with which Nero applications run.
    • Information on how the CD/DVD drives have been installed.
    • Information about other installed applications and drivers for other applications on your system as well as a list of your sent files.

Nero suggests that you check the file created by "GetSupportFiles" and remove private information that you don’t want to transfer to Nero.

By sending the information as listed above you agree to the following:

Nero AG may use the information provided to confirm, change, bill, monitor, and resolve problems with the quality of their products and/or services.
Nero AG may also use the information, including those aggregated, to develop or enhance their products and/or services.

Furthermore we’d like to point out that Nero AG may access or disclose information about you, including the content of your communications, in order to:
(a) comply with the law or respond to lawful requests or legal process;
(b) protect the rights or property of Nero or our customers, including the enforcement of our agreements or policies governing your use of the services and/or products;
(c) act on a good faith belief that such access or disclosure is necessary to protect Nero’s employees, customers or the public or in regard to other legal or regulatory requirements due to extenuating circumstances.

For more information please read Nero’s privacy statement available at:
http://www.nero.com/ena/corp-legal/privacy.php

This declaration of yours can, at any time be repealed, by contacting lglnrcm
If you do not agree to the above then you must not use the "GetSupportFiles" application.