Problem

A customer may be having problems with their Freedom Scientific BLV product JAWS/ZoomText/Fusion and may wish to produce logs from the system to provide Sight & Sound Technical Support diagnostic information about the problem.  

Applies to:

• JAWS
• ZoomText
• Fusion
  

Detail

From version 2021 onwards JAWS/ZoomText/Fusion are supplied with the FS Support Tool to gather information to help with support enquiries. The utility can then automatically send this information directly to the Freedom Scientific or save it to a ZIP file to be forwarded to a specific support contact locally eg Sight & Sound Technology. The tool is also available separately on this page:
https://support.freedomscientific.com/FSSupportTool/

Resolution

Use these steps to run the FS Support Tool form the JAWS window.

FS Support Tool for JAWS using the keyboard

1. Press JAWSKey+J to open the JAWS window to open the JAWS interface.
   If JAWS opens as a window press ALT+H to open “Help” menu and then arrow down to “FS Support Tool” .
2. If JAWS opens as a context menu press down arrow to “Help” menu, press ENTER and then press down arrow to “FS Support Tool” and press ENTER again to select it.
3. Press TAB to move to “Continue” and press SPACEBAR to activate it or use the hotkey ALT+O. The tool will then gather information.
4. To send an email with the gather info directly to Freedom Scientific enter an your email address and then TAB to “Send” button and press SPACEBAR, or use the hotkey ALT+S.
   • To view the report info directly press tab to reach “View report” link and press ENTER to activate the link.
   • To view the ZIP file and send manually TAB to the “Send report manually” link and press ENTER.
   • To view the privacy policy tba to the “privacy policy” link and press ENTER.

FS Support Tool for JAWS using a mouse

1. Click the JAWS tab on the Windows taskbar or right click the JAWS icon.
2. Then click Help > FS Support Tool.
3. Then click “Continue” button, the tool will then gather info.
4. To send the report info directly to Freedom Scientific enter your email address and click “Send report”.
   • To view the report info directly click “View report” link.
   • To send the zipped report click “Send report manually” link.
   • To view the “privacy policy” link.

FS Support Tool for ZoomText/Fusion using the mouse:

1. Do either of the following depending on ZoomText/Fusion currently installed:
   
   ZoomText/Fusion 2024 and above:
   Click ZoomText/Fusion menu > Help > Tools.
   
   ZoomText/Fusion 2023 and below:
   Click ZoomText/Fusion menu > > Manage license > Tools.
   
   

2. Then click FS Support Tool button.

3. Then click “Continue” button, the tool will then gather info.

4. To send the report info directly to Freedom Scientific enter your email address and click “Send report”.
   • To view the report info directly click “View report” link.
   • To send the zipped report click “Send report manually” link.
   • To view the “privacy policy” link.

5. Choose the option "Send report manually" to display the location of the report ZIP file.

6. Upload to a cloud service to make available to technical support.
    
   ## Open the FS Support Tool without JAWS/ZoomText/Fusion:

7. Open start menu and search as appropriate to the installed product below and click to launch the item:

• Utilities – JAWS
• Utilities – ZoomText
• Utilities – Fusion
  

2. Then in the new Explorer Window double click the “FS Support Tool” link to open the tool. Then follow the directions above as appropriate to using a mouse or keyboard to access/send the information.