To help us get a better understanding of the problem, please 

  • describe the steps you have done up until the problem occurred.
  • Screenshots or photos of the problem would help us to understand the issue.
  • We also require log files to perform a deep analysis of the problem called

How to get the

  1. Download the "" file to your hard drive from
  2. Open it with Windows Explorer directly.
  3. Start the tool by double-clicking the EXE-file.
    The "C:\WINDOWS\system32\cmd.exe" window opens.
    The tool may take several minutes.
    You can track each steps in the displayed window.
  4. After the tool has successfully run, you will find a file named "" on your desktop. 

What to do if the is not created:

  1. Open Windows Explorer, enter %temp% to go to Temp folder,
  2. Find the folder named 'NeroSupport'. 
  3. Right click on the folder
  4. Select Send to -> Compressed (zipped) folder.
    It will create a in the temp folder.

Note: If you are using Gmail mail box, please rename the file to 'NeroSupport.txt' then send us as attachment.

What to do after the Installation:

  1. Please send us the file via email or any cloud service with the download link, e.g. OneDrive. 
  2. If the "GetSupportFiles" tool gets an error, restart the tool. After restart, "GetSupportFiles" will automatically run again.

You can open a new ticket here and send us all the information from above 3 steps.