How to run the Groove Customer Support Utility to gather diagnostic information (913604)

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To help troubleshoot some issues, Groove Product Support at Microsoft may request that you run the Customer Support Utility that is included with Groove Virtual Office 3.0 and later versions of Groove Virtual Office. This utility collects diagnostic information that a support engineer may be able to use to troubleshoot your issue. To run the Customer Support Utility, follow these steps:

1. Click the Groove icon in the notification area, and then click Exit Groove.
2. Locate and then double-click the Setup.exe file that is located in the following folder:

   Drive:\Program Files\Groove Networks\Groove\Bin\GrooveCSU

   Note In this path, Drive is the placeholder for the system drive.
3. Select all the default options or the particular options that are requested by the support engineer.
4. Follow the prompts to complete the wizard.
5. Locate the destination folder for the version of Groove Virtual Office that you are using:
   • In Groove Virtual Office 3.0, the location of the destination file is as follows:

     Drive:\Program Files\Groove Networks\Groove\Data\Diagnostic Files

   • In Groove Virtual Office 3.1, the location of the destination file is as follows:

     Drive:\Documents and Settings\User name\Local Settings\Application Data\Groove Networks\Groove\Diagnostic Files

     Note In these paths, Drive is the placeholder for the system drive. Additionally, User name is the placeholder for the name of the current user.
6. Locate the Grvsupportpkg.cab file. This file contains all the data that is collected by the Groove Customer Support Utility.
7. Attach the Grvsupportpkg.cab file to an e-mail message. Then, send the message to the following e-mail address:

   support@groove.net

   Note If you have an open incident, reply to the e-mail message from Groove Product Support at Microsoft. Make sure that you attach the Grvsupportpkg.cab file.

If you are running Groove Virtual Office 2.5, you must download the Groove Customer Support Utility to gather diagnostic information. To do this, follow these steps:

1. To obtain the Groove Customer Support Utility, visit the following Groove Networks Web site, and then save the CommunicationsDebug.zip file to your computer:

   http://www.groove.net/support/CommunicationsDebug.zip

2. Click the Groove icon in the notification area, and then click Shut Down Groove.
3. Unzip the CommunicationsDebug.zip file, and then double-click the Groove Customer Support Utility.exe file.
4. Accept the following default location for the installation:

   C:\Program Files\Groove Networks\Groove Customer Support Utility\Output\#

   Note In this path, # is a placeholder for the number of times that you have run the utility.
   
   Alternatively, you can provide a custom location for the installation.
   
   Important If you select a preexisting folder for the installation, data loss can occur.
5. Select all the default options or the particular options that are requested by the support engineer.
6. Follow the prompts to complete the wizard.
7. Attach the Grvsupportpkg.cab file to an e-mail message. Then, send the message to the following e-mail address:

   support@groove.net

   Note If you have an open incident, reply to the e-mail message from Groove Product Support at Microsoft. Make sure that you attach the Grvsupportpkg.cab file.