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To better assist you with a case, Customer Care may request the log from a scan performed while your computer is in Safe Mode. To run a scan of your computer in Safe Mode and send Customer Care the scan log, please follow the steps below:

Important! This procedure requires restarting your computer. As a result, we recommend you print the instructions on this page and save them to a Notepad document. That way, you will have a hard copy of these instructions while your computer is restarting and a soft copy from which to copy and paste command-line text as you cannot access this page while in Safe Mode.

1. To create a Notepad document containing these instructions, highlight this text and press CTRL + C to copy it.
    
2. Open Notepad. By default, you can access Notepad by clicking Start → All Programs → Accessories → Notepad.
    
3. Press CTRL + V to paste this message into the Notepad document. Save the document on your Desktop under a memorable filename such as ESET_Scan_Help. Then print the file.
    
4. Now, restart your computer. During startup, repeatedly press the F8 key until the advanced options are displayed. Select Safe Mode and press ENTER. Click here for more detailed instructions about starting in Safe Mode.
    
5. On the next screen, select your operating system and press the ENTER key (Windows XP users only).
    
6. Click Start → All Programs → Accessories → Command Prompt.
    
7. Open the Notepad document you created, ESET_Scan_Help and copy/paste the following text from the document into the command prompt window exactly as shown for your ESET security product, including spaces and quotation marks.
   

   ESET Smart Security: "c:\Program Files\ESET\ESET Smart Security\ecls.exe" /base-dir="c:\Program Files\ESET\ESET Smart Security" /auto /log-file=c:\ecls.txt /aind

   ESET NOD32 Antivirus: "c:\Program Files\ESET\ESET NOD32 Antivirus\ecls.exe" /base-dir="c:\Program Files\ESET\ESET NOD32 Antivirus" /auto /log-file=c:\ecls.txt /aind

   

   NOTE: To paste the above line into the Command Prompt, you must right-click and select Paste from the context menu (CTRL + V will not work). After pasting, press ENTER.
    

8. When the scan has completed, restart your computer in normal mode.
    
9. Attach the ecls.txt file located in Start → My Computer → Local Disk (c:) to an email reply to Customer Care. Customer Care will examine the scan log and respond as soon as possible with the recommended steps to address the issue.