Submitting a support file using the Avast Support Tool

The Avast Support Tool is a diagnostic tool that checks your Avast Antivirus software for common problems and offers troubleshooting solutions. It can also gather files to send to Avast as a reference for Avast Support representatives and engineers.

Avast Support does not automatically check for newly submitted support files. Before you send a support file via the Avast Support Tool, please notify Avast Support via the support portal.

Run the Avast Support Tool

There are two methods for running the Avast Support Tool. The Download method installs and runs an executable file on your PC. This method is useful if you are unable to open your Avast product. The Settings method runs the Avast Support Tool from the Avast Antivirus user interface.

  1. Click the button below to download the Avast Support Tool, and save it to a familiar location on your PC (by default, downloaded files are saved to your Downloads folder). Download the Avast Support Tool
  2. Right-click the downloaded file avastsupport.exe and select Run as administrator from the context menu.
If you are unable to authorize installation of the Avast Support Tool, refer to the following article for advice:
  1. If prompted for permission by the User Account Control dialog, click Yes.
  2. If the Avast Support Tool does not start scanning automatically, click Start.
  1. Open Avast Antivirus and click MenuSettings.
  2. Ensure General is selected in the left panel, then click Troubleshooting.
  3. Scroll to Send logs to our support team and click Send Logs.
  4. If prompted for permission by the User Account Control dialog, click Yes.
  5. If the Avast Support Tool does not start scanning automatically, click Start.

Follow the instructions in the next section of this article to send a file log to Avast Support.

Send a file log to Avast Support

  1. After following the instructions above to run the Avast Support Tool, click Next to create a support file log.
Hover your cursor over the information icons to find out what each check does. Additionally, click Learn more to view help and suggestions.
  1. On the new screen that appears, fill in the following information:
    1. The e-mail address you provided to Avast Support when submitting a ticket via the support portal.
    2. The ticket number you received from Avast Support after submitting the ticket.
    3. Optionally, write additional details about your issue.
By default, support files are sent to Avast servers. You can change this setting by clicking Options....
  1. Click Generate to allow the tool to gather the necessary files. This process may take several minutes.
  2. The support file is automatically sent to Avast Support if you are connected to the internet. For future reference, note the File ID and its location on your PC. In your next communication with Avast Support, you can provide the support File ID to our support representatives.
  3. Click Finish to complete the file submission to Avast Support.
  • Avast Premium Security 20.x
  • Avast Omni 1.x
  • Microsoft Windows 10 Home / Pro / Enterprise / Education - 32 / 64-bit
  • Microsoft Windows 8.1 / Pro / Enterprise - 32 / 64-bit
  • Microsoft Windows 8 / Pro / Enterprise - 32 / 64-bit
  • Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 1, 32 / 64-bit

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