How do I gather the troubleshooting information required when contacting CyberLink Customer Service for technical support?

When you are going to contact CyberLink for technical support about any usage concerns with CyberLink software, if you can gather the following information in advance and provide it to us, it would be very helpful in diagnosing your concern quicker without any extra communication effort and time.

• Screenshots of your concern when using our products or services.
• About page screenshot of the CyberLink software you're using.
• System information of your platform.
  • DxDiag.txt (Basic system information and diagnostic report of a Windows PC)
  • Mac model name (Basic system information of a macOS platform)
• The hosts file (For software license activation, Internet connection, and web services related concerns on a Windows PC)
• Dump file (For program freezes or not responding concern on a Windows PC)

Screenshot on a Windows PC:

1. Go to the screen where the issue occurred or you have a concern.
2. Press the Windows/Start and PrtSc buttons together on your keyboard.
3. The screenshot will be saved in the Pictures\Screenshots folder in Windows File Explorer.
   
   

Screenshot on a macOS platform:

1. Go to the screen where the issue occurred or you have a concern.
2. Press Shift + Command + 3 buttons together on your keyboard.
3. The screenshot will be saved on your desktop.
   
   

About page screenshot of CyberLink software:

1. Open the CyberLink software.
2. On the main program window of the CyberLink software, click on the software icon or the program name title (which is click-able). The position of the software icon or the program name title is located in the top left side of CyberLink software window.
3. The About page window will display. Take a screenshot of this About page for further investigation.
   
   

DxDiag.txt

1. Right click on the Windows/Start button on your Windows Desktop.
2. Select Run. The Run process dialog will display.
3. Type DxDiag in the dialog, and then click OK.
4. Wait for the DxDiag report dialog to display. It may take a couple seconds.
5. Click the Save All Information button to save the DxDiag report as a DxDiag.txt file on your desktop.
6. Upload the generated DxDiag.txt file to us.
   
   

Mac model name

1. Click the icon on the menu bar.
2. Select About This Mac.
3. Take a screenshot of this about page for further investigation (do not need to click More info... button).

Hosts

1. Go to the following folder in Windows File Explorer:
   C:\Windows\System32\drivers\etc
2. Copy and paste the hosts file in the above folder to your Windows Desktop.
3. Upload the hosts file to us.

Dump file

1. Right click on the Windows/Start button on your Windows Desktop.
2. Select Task Manager.
3. Go to the Processes tab.
4. Find and right-click the frozen program (e.g., CyberLink PowerDirector 365, CyberLink PhotoDirector 365, etc.), and then click Create memory dump file.
5. Wait for the process to complete. A dialog will appear and select Open file location then.
6. Compress the .DMP file as a zip file, and then upload the zip file to us.