Sending the report to ThinPrint
Collecting support information
Generating the support information
Sending the support information to ThinPrint
The ThinPrint Diagnostic Utility (TPDU) is an add-on component for a range of ThinPrint products. It provides a diverse range of information about installed ThinPrint and Personal Printing components. For support purposes, with a few easy steps you can, for example, generate TPDU reports and also enable logging for individual components.
Technical requirements
- Windows 11, 10, 8.1, 8, 7, Vista, XP
- Windows Server 2022, 2019, 2016, 2012 R2, 2012, 2008 R2, 2008, 2003
- Microsoft .NET Framework 4.x (recommended: 4.6.2 or later)
Version 1.3.22. or older:
- Microsoft .NET Framework 3.5 SP1
Downloading TPDU installer
You can download the ThinPrint Diagnostic Utility from the following address: ThinPrint Clients and Tools
You will find two installation versions there:
- Web Installer
(at start up, automatically checks online for available updates and offers to install them) - Standalone
(provides no update option; recommended for single use and for computers with no internet connection)
Installing TPDU
- Start the Setup.exe installation routine as an administrator.
- If necessary, confirm the publisher – either Cortado AG or ThinPrint GmbH – by clicking on Run.
- With the web installer, click on Install to start the actual installation.
Following the installation, the TPDU console opens automatically and immediately runs a scan to collect the necessary data from the local computer.
(Later, you can locate the console in your computer's Start menu as ThinPrint Diagnostic Utility. The color scheme of the console – orange or blue – depends on the installed components – ThinPrint and/or ezeep.)
Note! The ThinPrint Diagnostic Utility requires administrator rights to be able to retrieve the necessary data from the system. Therefore, preferably run the TPDU with administrator permissions.
- You can rerun the scan at any time, using the F5 button or by calling up File→ Re-scan.
The ezeep ezeep Blue and Licenses tabs appear only after the scan is complete and only under certain conditions:
• For the ezeep Blue tab, an ezeep Blue component must be installed.
• For the Licenses tab, either license keys must be installed locally or the address of the ThinPrint License Server must have been specified in a ThinPrint component.
Creating TPDU report
Note! The ThinPrint Diagnostic Utility requires administrator rights to be able to retrieve the necessary data from the system. Therefore, preferably run the TPDU with administrator permissions.
Generating the report
- Select File→ Save Report As in the TPDU console.
- Click on Save to save the report in .mht format.
Sending the report to ThinPrint
- You can generate a support request on the ThinPrint website. This offers the option to upload the report as an attachment.
- Alternatively, you can send the report as an e-mail attachment to: support@thinprint.com
See also Save account information in a report and Collecting support information (below).
Collecting support information
Note! The ThinPrint Diagnostic Utility requires administrator rights to be able to retrieve the necessary data from the system. Therefore, preferably run the TPDU with administrator permissions.
Generating the support information
In a support case, for example, you can collect in a ZIP file to send it to ThinPrint Support:
> the TPDU report (see above)
> the collected log data
> the ThinPrint Diagnostics event log in the Windows Event Viewer (in *.evtx format)
- Select File→ Collect Support Information in the TPDU console.
- Choose the content of the compilation. Click Collect.
- Save the compilation in .zip format. To do this, select Save.
Sending the support information to ThinPrint
- You can generate a support request on the ThinPrint website. This offers the option to upload the exported ZIP file as an attachment.
- Alternatively, you can send the report as an e-mail attachment to: support@thinprint.com
See also Creating TPDU report (above) and Save account information in a report.
Updating the TPDU
If you are using the Web Installer installation version (see above), you will be advised if a new TPDU version becomes available (arrow).
- To download and install the update, restart the TPDU.
When starting up, you will be asked if you want to install the update now. Simply click Yes to confirm.
