To effectively analyze and troubleshoot issues with VirusScan for Mac, it's essential that you provide details about the Mac to Technical Support. Both the Apple System Profiler and the Mac MER tool are useful tools that collate hardware and software information about the Mac into a report. The report can then be forwarded to Technical Support. (The Mac MER tool is built into our Mac security products.)
We recommend that you first send the content of the MER tool. The reason is that it contains all information required to troubleshoot your issue. If you can't run the MER tool, use the System Profiler as described in the Solution section.
To generate a System Profiler report:
- Click the Apple icon in the top left of the Apple menu.
- Select About This Mac.
- Click more info.
- On the System Profiler menu, click File, Export.
- Choose the format of the file you're creating. Select Rich Text or Plain Text.
- Select a location where you want to save the System Profile.
- Click Save.
NOTE: This process might take some time because the System Profiler queries the system for information.
- Send the file to Technical Support.
