Global

Support request

  • To submit a file or URL for analysis, go to Submit a Sample (SAS). Note: Correspondence from the SAS is only available in English.
  • Your request may be dealt with faster if you create and attach a file called FSDIAG to it. This file provides us vital information about your system.  Create and send FSDIAG file

Your Contact Information

Please ensure the email address is correct so we can contact you when needed.
Phone number should be in international format
This is the Customer Number stated in your license certificate

Product Details

Case

Attach files to this request

Note: Some web browsers cannot attach multiple files.

  • Total size of attached files should be under 100MB
  • Up to 10 files can be attached
  • Empty files will be discarded

Create and send FSDIAG file

If you have technical problems with your security product, you can create and send an FSDIAG file to our technical support. The file contains information that can be used for troubleshooting and solving problems specific to your computer.

You can create the file by using the Support Tool program. The program gathers vital information about your system and its configuration. The information includes product details, operating system logs and system settings. In some cases, this information might be considered confidential. The data collected by Support Tool is stored locally on your computer. Gathering information may take several minutes.

Windows

To create and send the FSDIAG file in Windows:

Note: Support Tool requires you to be logged in as an administrator.

  1. Click Start.
  2. Select All Programs > (your F-Secure product) > Support Tool. The Support Tool window is displayed.
  3. Click OK. The tool starts gathering information. It creates the output file on your desktop. The name of the archive file is fsdiag.zip (or fsdiag.tar.gz). Note that the size of the file is usually less than 10 MB but, with corporate users, the file size may be as large as 100 MB.
  4. Attach the file to your support request. Our technical support will handle your request and contact you. Please wait for our reply.

In F-Secure Elements (formerly F-Secure Protection for Service) products, admins can remotely collect FSDIAG of managed products from the Elements Security Center. Refer to the article How to make a request for a remote FSDIAG for F-Secure Elements products for the details. 

Mac

To create and send the FSDIAG file in Mac:

  1. Click the Finder icon in the Dock.
  2. Click Applications.
  3. Double-click F-Secure.
  4. Double-click Support Tool.
  5. Click OK. The tool starts gathering information. It creates the output file on your desktop. The name of the archive file is fsdiag.zip (or fsdiag.tar.gz). Note that the size of the file is usually less than 10 MB but, with corporate users, the file size may be as large as 100 MB.
  6. Attach the file to your support request. Our technical support will handle your request and contact you. Please wait for our reply.
Linux

To create and send the FSDIAG file in Linux:

Follow the instructions in article How do I create an FSDIAG file on Linux systems?

Note: Once you have sent your support request, you will receive an automatic e-mail reply from us. The reply contains the ticket ID of your support request. Please save the ticket ID as you may need it later for reference.