Avast 2015: Generating and sending a Support Package

What is the Support Package?

When contacting Avast Technical Support in writing, the support engineers may be ask for a Support Package for further analysis and troubleshooting. This package includes configuration files, logs and memory dumps gathered from your computer.

You must notify Avast Technical Support in writing that you have submitted a Support Package. If you do not already have an open support ticket with Avast Technical Support, please register at support.avast.com and submit a ticket.


Your ticket should include the following details:
Generating the Support Package using the Avast Support tool

The Avast Support tool is used to create a Support Package.

  1. Firstly download avastsupport.exe directly from Avast, or click the button below to download the online installer:

    ...and save it to your computer (for example on your Windows Desktop).
  2. Right-click on the downloaded Avast support tool icon, choose Run as administrator from the context menu,
    Figure I

    ...and if prompted by the User Account Control dialog for permissions, click Yes (or Continue).
  3. Fill in your e-mail address and comment (brief message for Avast Technical support). It is recommended to add your ticket ID to the comment field, so the support team can easily match your support package to the ticket. Click Generate now!.
    Figure II

    The tool will gather the files it needs and send. The process can take up to 10 minutes.
  4. Once the Support Package is successfully created, you will receive an information dialog showing its file name and location on your computer.
    Figure III

    If you are already in contact with Avast Technical Support you can provide the Support Package ID to our support engineers in your next reply.

    Otherwise, please submit a ticket to Avast Technical Support with the Package ID and file name, your customer information, and all other details related to your issue.


Avast Premier 2015
Avast Internet Security 2015
Avast Pro Antivirus 2015
Avast Free Antivirus 2015

Operating systems:

Microsoft Windows 8.1 / Pro / Enterprise
Microsoft Windows 8 / Pro / Enterprise
Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate
Microsoft Windows Vista Home Basic / Home Premium / Business / Enterprise / Ultimate
Microsoft Windows XP Home / Professional / Media Center Edition

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