---
title: "What is Blancco Drive Eraser issue report and how can it be saved?"
canonical: "https://support.blancco.com/space/KB/11632991/What%20is%20Blancco%20Drive%20Eraser%20issue%20report%20and%20how%20can%20it%20be%20saved%3F"
format: markdown
---
<span style="color: #000000">Blancco Drive Eraser issue report is a detailed report that contains additional system information and log files which can be used to understand and reproduce a problem that has occurred with Blancco </span><span style="color: #000000">Drive Eraser</span><span style="color: #000000">. The issue report file is encrypted and it can only be opened by Blancco personnel. The issue report file's default name is in the following format: "</span>YYYYMMDD_HHMMSS_issue_report.ir<span style="color: #000000">.xml". If the issue report file is opened, for example with some text editor software, the following comment line will be shown: "<entry name="comment" type="string">issue</entry>". This comment entry makes it possible to quickly tell the difference between a normal report, an issue report and</span><span style="color: #003366"> </span>[<span style="color: #003366">a crash report</span>](https://go.docs.blancco.com/wiki/spaces/KB/pages/11632986)<span style="color: #003366">.</span>

<span style="color: #000000">If you are having a problem with the Blancco Drive Eraser, and </span>[<span style="color: #003366">the most common troubleshooting tips</span>](https://go.docs.blancco.com/wiki/spaces/KB/pages/11632699)<span style="color: #003366"> and </span><span style="color: #000000">user manual instructions</span><span style="color: #003366"> </span><span style="color: #000000">do not seem to help, it is time </span>[<span style="color: #ff0000">to </span>](https://support.blancco.com/)[<span style="color: #ff0000">contact</span>](https://support.blancco.com/)[<span style="color: #ff0000"> Blancco's Technical Support team</span>](https://support.blancco.com/)<span style="color: #000000">. When contacting Technical Support, it is important to include the Blancco Drive Eraser issue report in the contact ticket. It is recommended that the issue report file should be zipped before adding it as an attachment.</span>

<span style="color: #000000">**To collect the issue report:**</span>

<span style="color: #000000">**Drive Eraser:**</span>

1. <span style="color: #000000">Connect a USB memory stick to the computer.</span>
2. <span style="color: #000000">Click the Report issue button, or press F3 for Blancco Drive Eraser 7, F2 for Blancco Drive Eraser 6</span>
3. <span style="color: #000000">Select the USB memory device from the "Select media" list.</span>
4. <span style="color: #000000">It is recommended to use the default issue report name, but it is fine to add more details to the file name (for example if you are sending more than one issue report).</span>
5. <span style="color: #000000">Write a problem description to the "Problem description" field.</span>
6. <span style="color: #000000">Click "</span>**<span style="color: #000000">Save</span>**<span style="color: #000000">" to save the report on a USB stick, or click "</span>**<span style="color: #000000">Send</span>**<span style="color: #000000">" to send the issue report to Blancco Management Console.</span>


<span style="color: #000000">**Managem**</span><span style="color: #000000">**ent**</span><span style="color: #000000">** Console:**</span>

<span style="color: #000000">Is used when erasure control is set to "Management Console" on Blancco Drive Eraser.</span>

1. <span style="color: #000000">Navigate to Live Management page under Process Management.</span>
2. <span style="color: #000000">Select correct Drive eraser session.</span>
3. <span style="color: #000000">Select "Fetch Issue report" from Manage Session drop menu.</span>
4. <span style="color: #000000">Write a problem description to the "Comment" field.</span>
5. Refresh "Live Management" page and download issue report from "Manage Session" Drop menu.

<span style="color: #000000">In addition to collecting the issue report, there should a description of the technical issue included in the support ticket:</span>

- <span style="color: #000000">What is the exact problem?</span>
- <span style="color: #000000">Was there some specific error message?</span>
- <span style="color: #000000">What steps were taken before the problem occurred?</span>

<span style="color: #000000">The best moment to collect the issue report is right after the problem has occurred. For example: An erasure process has been finished, but Blancco Drive Eraser reports "Verification failed" for all of the hard drives, even though there should be no obvious reason for this to happen. Now is the best moment for collecting the issue report. The whole erasure process has been completed, and now the issue report log files will more likely show what went wrong in the verification part of the process. If the issue report is collected right after Blancco Drive Eraser is started, and before the verification part fails, then the log files will only provide process details up that point.</span>

<span style="color: #000000">In some cases it is not possible to save the issue report (for example system crashes during startup, software freezes during erasure, etc.). In cases like these there is a possibility to collect a Blancco Drive Eraser crash report (Blancco 5 version 5.8.0 or newer).</span>










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