Get Started with PSInfo

Applies To: WatchGuard Advanced EPDR This topic applies to the WatchGuard Advanced EPDR endpoint security product., WatchGuard EPDR This topic applies to the WatchGuard EPDR endpoint security product., WatchGuard EDR This topic applies to the WatchGuard EDR endpoint security product., WatchGuard EPP This topic applies to the WatchGuard EPP endpoint security product.

You can use the Product Support Information (PSInfo) tool to collect support-related information from an affected endpoint computer. If you want to report a problem, you can send the support-related information to Support. PSInfo can also save the information locally as a .7Z file. You can use WatchGuard Endpoint Product Support Info Viewer (PSInfoViewer) to review the contents of the .7Z file locally. For more information, go to About PSInfoViewer.

Install PSInfo

To install PSInfo:

1. Type this URL into the address bar of your browser:
   http://www.pandasecurity.com/psinfo
2. Press Enter.
   A .ZIP file downloads to your computer.
3. Extract the PSInfo.exe file to a location of your choice.
   If prompted, use the password 'panda' to open the archive.

Run PSInfo and Collect Information

To run PSInfo and collect support-related information:

1. Run PSInfo.exe.
   The License Agreement page opens.
2. Select the I Accept the Terms of this Agreement check box.
3. Click Accept.
   The PSInfo window opens.
4. Select the General tab.
5. In the Account ID text box, if not already prepopulated, type your account ID number.
   If you do not have an endpoint security product installed, the prepopulation does not take place and you must manually provide your account number.
6. From the Product drop-down list, if not already prepopulated, select the product that you want to create a report for.
   If you do not have an endpoint security product installed, the prepopulation does not take place and you must manually select a product from the Product drop-down list.
7. In the Problem Description text box, type a summary of the problem. You can also type any related support case number that you might have. A case number can help Support provide you with assistance.

8. Select whether to send the support-related information to Support or save it locally.
   • To send support-related information to Support, click Send

     This option creates support-related information and automatically sends it to the email address of the recipient.

     1. In the Contact Email Address text box, type a contact email address for communication about the case.
     2. In the Recipient Email Address text box, type the email address of your support provider. To send PSInfo to WatchGuard Support, leave the text box blank.

     

     3. Click Start.
        

     PSInfo collects support-related information in the background. A Collecting Data icon shows in the system tray of the computer while the collection takes place. When collection completes, a message shows in the system tray that states that collection is complete. The support-related information is sent to the email recipient.

   • To save the support-related information locally, click Save

     This option generates and saves the support-related information locally as a .7Z file.

     1. In the Save Collected Data text box, type or browse to a save location.
        

     

     2. Click Start.
        

     PSInfo collects support-related information in the background. A Collecting Data icon shows in the system tray of the computer while the collection takes place. When collection completes, a message shows in the system tray that states that collection is complete. The support-related information is saved locally. The support-related information is not automatically sent to a support provider.

Troubleshooting

You can try these troubleshooting procedures if you cannot generate a .7Z file from the PSInfo user interface.

PSInfo Does Not Generate a .7Z File

In some rare cases, after an extended period of time, PSInfo might not generate a .7Z file. If this occurs:

1. On your computer, browse to the temp folder. For example, if you use a Microsoft Windows computer, browse to:
   C:\Windows\Temp
2. Compress the PSInfo folder as a .7Z file.
3. Send the .7Z file to Support.

If the temp folder does not contain the PSInfo folder, compress and save these folders in a .7Z file, then send the .7Z file to Support:

• C:\ProgramData\Panda Security\Panda Aether Agent\Logs
• C:\ProgramData\Panda Security\Panda Aether Agent\Messages
• C:\ProgramData\Panda Security\PSLogs

PSInfo creates the Messages folder when you use the advanced logs tool.

PSInfo Does Not Start or Stops Unexpectedly

If PSInfo does not start or stops unexpectedly, you can run PSInfo from the command line to gather and collect support-related information.

To run PSInfo from the command line:

1. From a Windows computer, open a command prompt as an administrator.
2. From the Command Prompt window, use the cd command to browse to the root folder of your PSInfo install. Typically, use this command to browse to the root folder:
   cd C:\Program Files (x86)\Panda Security\Panda Aether Agent\Additional files
3. At the command prompt, type:
   PSInfo.exe -local -nogui
4. Press Enter.
   The PSInfo tool starts from the command line.

Collection of data might take some time. You can view whether the tool is actively collecting data from Task Manager. If the Panda Support Information process is active in Task Manager, the tool is collecting data.

The tool does not show when collection completes.

5. When collection completes, the tool saves a .7Z file to your desktop. You can send the file to Support.

Related Topics

PSInfo URL Checker

PSInfo Enable Advanced Logs

PSInfo Repair Protection