Microsoft KB Archive/913604

= How to run the Groove Customer Support Utility to gather diagnostic information =

Article ID: 913604

Article Last Modified on 1/30/2007

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APPLIES TO


 * Groove Virtual Office 3.1 File Sharing Edition
 * Groove Virtual Office 3.1 Professional Edition
 * Groove Virtual Office 3.1 Project Edition
 * Groove Virtual Office 3.1 Trial Edition
 * Groove Virtual Office 3.0 Trial Edition
 * Groove Virtual Office 3.0 File Sharing Edition
 * Groove Virtual Office 3.0 Professional Edition
 * Groove Virtual Office 3.0 Project Edition
 * Groove Workspace 2.5 Preview Edition
 * Groove Workspace 2.5 Professional Edition
 * Groove Workspace 2.5 Project Edition
 * Groove Workspace 2.5 Standard Edition

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INTRODUCTION
This article describes how to run the Groove Customer Support Utility (CSU) to gather diagnostic information for Groove Virtual Office and for Groove Workspace. Run this utility only at the request of Groove Product Support at Microsoft.



MORE INFORMATION
To help troubleshoot some issues in older versions of Groove, Groove Product Support at Microsoft may request that you run the Customer Support Utility that is included with Groove Virtual Office 3.x. This utility collects diagnostic information that a support engineer may be able to use to troubleshoot your issue. If you do not have an open support case for your issue, visit one of the following Microsoft Web sites to search for solutions or to contact a support professional:  For Groove Virtual Office 3.x:

http://support.microsoft.com/ph/9856

 For Groove Workspace 2.5:

http://support.microsoft.com/ph/9848



To run the Customer Support Utility, follow these steps:  Click the Groove icon in the notification area, and then click Exit Groove. Locate and then double-click the Setup.exe file that is located in the following folder:

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

 Select all the default options or the particular options that are requested by the support engineer. Follow the prompts to complete the wizard.</li> Locate the destination folder for the version of Groove Virtual Office that you are using:  In Groove Virtual Office 3.0, the default location of the destination file is as follows:

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

</li> In Groove Virtual Office 3.1, the default location of the destination file is as follows:

C:\Documents and Settings\ \Local Settings\Application Data\Groove Networks\Groove\Diagnostic Files

Note In this path,  is the placeholder for the name of the current user.</li></ul> </li> Locate the Grvsupportpkg.cab file. This file contains all the data that was collected by the Groove Customer Support Utility.</li> Reply to the e-mail message from Groove Product Support at Microsoft. Make sure that you attach the Grvsupportpkg.cab file.</li></ol>

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: <ol> 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

</li> Click the Groove icon in the notification area, and then click Shut Down Groove.</li> Unzip the CommunicationsDebug.zip file, and then double-click the Groove Customer Support Utility.exe file.</li> 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.</li> Select all the default options or the particular options that are requested by the support engineer.</li> Follow the prompts to complete the wizard.</li> Reply to the e-mail message from Groove Product Support at Microsoft. Make sure that you attach the Grvsupportpkg.cab file.</li></ol>

Additional query words: TCN-02134

Keywords: kbexpertiseinter kbhowto KB913604

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