support-partners@returnil.com
VP Product Management
Michael Wood
michael@returnil.com
Please take me through exactly what happened and when it happened on the problem computer. In your reply, please include:
1. Version of Windows
2. Hardware specifications of the affected system
3. List of additional security software installed and running at the time of the stop error
4. Can the customer start the problem computer in Safe Mode? Other mode?
5. Please request the following information from the customer:
* C:\Windows\rvs3.log
* C:\Windows\rvs3-inst.log
* MSINFO32 or MSINFO64 report**
**Click START > RUN > Type MSINFO32 or MSINFO64 as appropriate. On the System Information screen click FILE > Export and then save the file where you can find it to attach to your reply.
