FS Support - Using tools to gather diagnostic logs (JAWS/ZoomText/Fusion)

FS Support - Using tools to gather diagnostic logs (JAWS/ZoomText/Fusion)

Problem

A JAWS/ZoomText/Fusion user who is having problems with their software product needs to gather logs to assist with a technical support query.


Applies to:

  • JAWS/ZoomText/Fusion


Resolution

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 gather and send logs useful for the developers in diagnosing a problem.  There is also a separate download for the tool available on this page:  
https://support.freedomscientific.com/FSSupportTool/

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

Run FS Support Tool using the mouse

  1. Click Start button then search as appropropriate to the product being used:

    Utilties - JAWS
    Utilities - ZoomText
    Utilties - Fusion

    Then launch the result for the version of the product being used.
  2. In the File Explorer window double click FS Support 
  3. Then click Help > FS Support Tool.
  4. Then click “Continue” button, the tool will then gather info.
  5. When prompted you can enter an email address then press ENTER to automatically send the report to the developers, however it is useful to log the email address and time and report this to Sight and Sound Technical support.
  6. In case the email does not work press TAB to reach the option “View report” link and press ENTER to activate the link.  The report will be highlighted in File Explorer so you can make a copy to upload or send separately.

Run FS Support Tool using the keyboard

  1. Press WINDOWS key to open Start menu search, then enter to search as appropriate to the product being used:

    Utilities - JAWS
    Utilities - ZoomText
    Utilities - Fusion

  2. Then choose to open the result accordingly for the version of the product being used.
  3. In the new File Explorer window press letter F to navigate to FS Support Tool, then press ENTER to start it.
  4. Press TAB to move to “Continue” and press SPACEBAR to activate it or use the hotkey ALT+O. The tool will then gather information.
  5. When prompted you can enter an email address then press ENTER to automatically send the report to the developers, however it is useful to log the email address and time and report this to Sight and Sound Technical support.
  6. In case the email does not work press TAB to reach the option “View report” link and press ENTER to activate the link.  The report will be highlighted in File Explorer so you can make a copy to upload or send separately.