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  • How to post

    1. Search the forum
      Use the search function to search in existing topics that may deal with your issue. If you find an existing topic, continue with the discussion there and do not create a new one.
       
    2. Do not report blocked websites
      After cleaning a website from malware and taking measures to prevent further re-infection, request a re-check as per the instructions in the FAQ. This forum does not serve as a channel for requesting website re-check or disputing blocks or detections.
       
    3. Find the appropriate forum to post in
      Posting in the appropriate forum dedicated to your ESET product may expedite the response.
       
    4. Use English language
      Since this is an English forum, we kindly ask you to post in English so that moderators and other users understand you and can respond to your post. The only exception is the Czech and Slovak forum. If you do not speak English at all or not well enough, use an online translator.
       
    5. Use an eloquent name for the topic
      In the topic name describe the issue briefly with a few words.
       
    6. Provide information about your environment
      Include information about your operating system (incl. build, bitness), your ESET product name and version. If the issue has occurred after upgrade from an older version, include the older version number as well. If you have another security software installed as well, mention it please.
       
    7. Provide step-by-step instructions
      In order to find out the root cause of an issue, we may need to reproduce it ourselves on our end. Providing step-by-step instructions to reproduce it may be crucial for successful resolution. On Windows 10 you can use the Steps Recorder application.
       
    8. Add screen shots for clarification
      A picture is worth a thousand words. Adding an appropriate screen shot may clarify the issue without a lengthy description.
       
    9. Provide logs gathered by ESET Log Collector
      ESET Log Collector gathers basic logs from the ESET product, its configuration, system logs, etc. which is a good basement for analyzing issues. Only ESET staff can access attachments that you post.
       
    10. Report issues also to your local customer care
      Please keep in mind that this forum is chiefly meant to share knowledge between users and ESET moderators and staff. Reporting an issue here does not substitute contacting customer care. It is not a goal of forums to provide tools or other means to ensure that your report will be tracked and always responded within a reasonable time. Especially when dealing with more complex issues requiring several iterations or when logs need to be analyzed by developers, contacting customer care is inevitable.
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