Question

How do I create a Support Package?

Answer

For issues with crashes or the installation of PTV Visum/PTV Vistro, use the Diagnostics tool to create a Support Package. This package is a Zip file that contains all the relevant files for analyzing the issue. It is small enough to be sent via the Support form, the Support Portal, or by email.

1. Open the Windows Start menu and type Diagnostics.

2. Right-click on the Diagnostics.exe file that matches the product and version, and select Run as administrator.

Alternative Method: Navigate to the EXE\ directory in your PTV Visum/PTV Vistro installation and run the Diagnostics.exe file as an administrator.

The Diagnostics window will open with the Actions tab displayed by default.

→ Note: If the software crashes, freezes, or if the support team requested you to, follow all these steps to also create a Process Monitor log file (PML) within the Support Package. Otherwise, continue with step 4.

3. Process Monitor:

3.1. Click Start Visum/Vistro and use Process Monitor. If you do not have Process Monitor installed, a file selection dialog will open.
You can download Process Monitor from here: https://docs.microsoft.com/en-us/sysinternals/downloads/procmon 

3.2. If Process Monitor opens with a Process Monitor Filter dialog, close it by clicking Cancel.

3.3. Go to File -> Import Configuration and add a configuration file matching the release if available.
Configuration files are available here: https://ptv2box.ptvgroup.com/index.php/s/3YAjN9DMn7xanLa

3.4. If you are experiencing a specific error, reproduce the error in the software.

3.5 After reproducing the error, close PTV Visum/PTV Vistro.

3.6. In Process Monitor, go to File -> Save to save the log file.

4. In the Diagnostics window, click on the Support Package tab.

5. Make sure all diagnostic reports are selected.

6. Click the Create Support Package button.