To help diagnose issues pertaining to SecureAPlus on your computer, below are instructions on how prepare the Dump Files for sending to the SecureAPlus Support Team.

For SecureAPlus Application Crash

For application crash, type the following folder location on Windows Explorer and hit the Enter button:

%localappdata%\CrashDumps

Compress only the dump file(s) that matches the following name:

  • SecureAPlusUI.exe.xxxx.dmp
  • SecureAPlus.exe.xxxx.dmp
  • sanotifier.exe.xxxx.dmp
  • UAVScanResult.exe.xxxx.dmp
  • SAScanner.exe.xxxx.dmp

The file names above are only the example of some applications, our support personnel may ask for different file if it is necessary.

For SecureAPlus Service Crash

If any of the SecureAPlus service is not running, go to the following folder: C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps

From Windows File Exporer, first go to C:\Windows\System32

In C:\Windows\System32, click on config folder.

Windows will prompt you that You don’t current have permission to access this folder. Click on Continue to grant yourself the access rights.

Click on systemprofile folder, similarity, click on Continue to grant yourself the access to this folder.

Click on AppData folder > Local folder > CrashDumps folder.

Compress only the dump file(s) that matches the following name:

  • saappsvc.exe.xxxx.dmp
  • sascansvc.exe.xxxx.dmp
  • SecureAPlusService.exe.xxxx.dmp
  • UniversalAVService.exe.xxxx.dmp

For Blue Screen

If encounter a blue screen, go to the following folder and compress the dump file:

C:\Windows\MEMORY.DMP

Follow the steps below to enable memory dump if the memory dump file is not created in Windows XP.

  1. Right-click on My Computer > Properties
  2. Go to Advanced tab > Under the Startup and Recovery session, click on Settings button
  3. Under Write debugging information session, select Kernel memory dump on the first drop-down list > click on OK button.

You may also check the following folder:

C:\WINDOWS\Minidump

Note that the file name is not fixed, but it will always has .dmp extension, for example: 012717-27531-01.dmp.

Preparing the Dump File

Follow the steps below to use Windows built-in Compressed (zipped) feature to compress files.

  1. Select and right-click the dump file(s), select Send to > Compressed (zipped) folder.

Alternative, you can use .ZIP, .RAR, or .7-Zip archive/container to compress the log folder.

Submit the Dump Files to the SecureAPlus Support Team

Attach the compressed file to an email and send it to the following email address:

secureaplus@secureage.com

Use “Report SecureAPlus Issues” as the email subject line and include as much of the following details as possible:

  • Windows Operating System Version
  • SecureAPlus Version
  • Name of Other Antivirus Software and the Version, if any
  • Description of Issues Encountered

Reporting of SecureAPlus Issues will take some time before results/fixes may be implemented. It is advised to provide as much information as possible to help properly diagnose the issues.

 If the compressed files exceed the email attachment file size limit, you may use the following service: pCloud Transfer