FS Support - Run FS Support tool to gather technical information

FS Support - Run FS Support tool to gather technical information

Problem

A customer needs to run the FS Support tool to provide technical diagnostic information regarding an installed Freedom Scientific software product JAWS/ZoomText/Fusion.


Applies to

  1. JAWS
  2. ZoomText
  3. 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 from the JAWS window.


Using the 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” and note the time and email address sent from or alternatively to send them to Sight and Sound choose "Send report manually":
    • 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.

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.

Starting the tool for ZoomText users

  1. Press Windows key or click Start to open the start menu and search "ZoomText" and then choose "Utilities - ZoomText [version]" where [version] is placeholder for the version you are currently using.
  2. In the new Windows Explorer Window choose the "FS Support Tool" link.
  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” and note the time and email address sent from or alternatively to send them to Sight and Sound choose "Send report manually":
    • 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.


Run FS Support Tool Manually

Technicians can use the Run command to directly launch the utility if the product is not capable of running.

Location

"C:\Program Files\Freedom Scientific\Shared\FS Support Tool\1.0\FSSupportTool.exe"

When running use the poduct name as command line argument to get logs for the desired Freedom Scientific product as per example below:

"C:\Program Files\Freedom Scientific\Shared\FS Support Tool\1.0\FSSupportTool.exe" Fusion

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