In order to better assist in diagnosing specific product issues, it may be necessary for customer care to request log reports which contain information about your installed product and its behavior on your computer. 


Please follow the instructions outlined below to send a report containing the Log information about your installed product. All files must be sent in compressed format or they will not be accepted.


Windows 10

  1. Click the Folder icon on the taskbar
  2. Click View at the top of the page.
  3. Check mark the box for Hidden items.
  4. Click This PC in the side panel menu.
  5. Double-click on Local Disk (C:).
  6. Double-click on C:\ProgramData
  7. Double-click on Phoenix360.
  8. Locate the Logs folder.
  9. Right click on folder and click copy.
  10. Right click on the Desktop and click paste.
  11. Right click on the Logs folder on your desktop and click on send to.
  12. Click on compressed (zipped) folder.
  13. Now that the file is zipped add the file as an attachment to your ticket.


If you are using System Mechanic version 18.7 or newer, please also include the Phoenix360 folder at C:\Users\<YOURUSERNAME>\AppData\Local\Temp.


Windows 8

  1. Click the Folder icon on the taskbar and select Computer in the side menu
  2. Click Control Panel at the top of the page.
  3. Click Appearance and Personalization.
  4. Click Folder Options.
  5. Click the View tab.
  6. Under Advanced settings, click Show hidden files and folders.
  7. Click OK
  8. Click the Folder icon on the taskbar and select Computer in the side menu.
  9. Double-click on Local Disk (C:).
  10. Double-click on C:\ProgramData
  11. Double-click on Phoenix360.
  12. Locate the Logs folder.
  13. Right click on folder and click copy.
  14. Right click on the Desktop and click paste.
  15. Right click on the Logs folder on your desktop and click on send to.
  16. Click on compressed (zipped) folder.
  17. Now that the file is zipped add the file as an attachment to your ticket.


If you are using System Mechanic version 18.7 or newer, please also include the Phoenix360 folder at C:\Users\<YOURUSERNAME>\AppData\Local\Temp.


Windows 7

  1. Click the Start button
  2. Click Control Panel
  3. Click Appearance and Personalization
  4. Click Folder Options
  5. Click the View tab
  6. Under Advanced settings, click Show hidden files and folders
  7. Click OK
  8. Double-click on your Computer icon.
  9. Double-click on Local Disk (C:).
  10. Double-click on C:\ProgramData
  11. Double-click on Phoenix360.
  12. Locate the Logs folder.
  13. Right click on folder and click copy.
  14. Right click on the Desktop and click paste.
  15. Right click on the Logs folder on your desktop and click on send to.
  16. Click on compressed (zipped) folder.
  17. Now that the file is zipped add the file as an attachment to your ticket.


If you are using System Mechanic version 18.7 or newer, please also include the Phoenix360 folder at C:\Users\<YOURUSERNAME>\AppData\Local\Temp.