Troubleshoot PSInfo Issues

Applies To: WatchGuard Advanced EPDR This topic applies to the WatchGuard Advanced EPDR endpoint security product., WatchGuard EPDR This topic applies to the WatchGuard EPDR endpoint security product., WatchGuard EDR This topic applies to the WatchGuard EDR endpoint security product., WatchGuard EDR Core This topic applies to the WatchGuard EDR Core endpoint security product., WatchGuard EPP This topic applies to the WatchGuard EPP endpoint security product.

This topic includes these troubleshooting procedures:

• PSInfo Does Not Generate a .7Z File
• PSInfo Does Not Start or Stops Unexpectedly

PSInfo Does Not Generate a .7Z File

In some rare cases, after an extended period of time, PSInfo might not generate a .7Z file. If this occurs:

1. On your computer, browse to the temp folder. For example, if you use a Microsoft Windows computer, browse to:
   C:\Windows\Temp
2. Compress the PSInfo folder as a .7Z file.
3. Send the .7Z file to Support.

If the temp folder does not contain the PSInfo folder, compress and save these folders in a .7Z file, then send the .7Z file to Support:

• C:\ProgramData\Panda Security\Panda Aether Agent\Logs
• C:\ProgramData\Panda Security\Panda Aether Agent\Messages
• C:\ProgramData\Panda Security\PSLogs

PSInfo creates the Messages folder when you use the advanced logs tool.

PSInfo Does Not Start or Stops Unexpectedly

If PSInfo does not start or stops unexpectedly, you can run PSInfo from the command line to gather and collect support-related information.

To run PSInfo from the command line:

1. From a Windows computer, open a command prompt as an administrator.
2. From the Command Prompt window, use the cd command to browse to the root folder of your PSInfo install. Typically, use this command to browse to the root folder:
   cd C:\Program Files (x86)\Panda Security\Panda Aether Agent\Additional files
3. At the command prompt, type:
   PSInfo.exe -local -nogui
4. Press Enter.
   The PSInfo tool starts from the command line.

Collection of data might take some time. You can view whether the tool is actively collecting data from Task Manager. If the Panda Support Information process is active in Task Manager, the tool is collecting data.

The tool does not show when collection completes.

5. When collection completes, the tool saves a .7Z file to your desktop. You can send the file to Support.

Related Topics

About PSInfo