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SecuROM Support Information

We apologize for the problems you are experiencing. If your software title launch problem cannot be solved with the hints listed in the Messages section, please send a detailed error description and a SecuROM™ analysis file to support@securom.com. Please consult the following steps to generate this analysis file.

We developed this easy-to-use and effective error analysis tool to retrieve information necessary to locate the problem. The information contained in the analysis file is compressed and encrypted.

  1. Make sure the original disc (play or launch disc) is in a local CD or DVD-ROM drive.
  2. Please reboot your computer and do not start any additional applications.
  3. "Right-click" (click the right button of your mouse) on the desktop shortcut or actual executable.
  4. A dialog menu will appear. Choose "Launch Analysis" from the menu choices.
  5. After selecting "Launch Analysis," a disclaimer window will appear.
  6. To proceed, please click onto the "Yes" button.
  7. The program will now generate an "AnalysisLog.sr0" file within the root of your C:\ directory.
  8. Please "zip" (archive) this file (to avoid email corruption) and send it to our official email address support@securom.com together with a description of your problem (e.g. screenshots, further details).
Click here to download a video, which shows the procedure.

If you can't perform the right-click procedure, please follow these steps:

  1. Make sure that your original play/application disc is in your local CD or DVD drive.
  2. Please re-start your computer.
  3. Locate your game executable, and right-click with your mouse on this file.
  4. You will receive a drop down menu. Go down to 'properties'.
  5. Next, you will be copying the already highlighted TARGET information. To do this, on your keyboard, select CTRL & C to copy this information.

  6. Copy Target

  7. Now, on your keyboard, click on the Windows button (between Ctrl and Alt) and the letter 'R' at the same time. This will open a 'Run dialog box'. Type 'cmd' (no quotation marks) and press 'OK'. Now a DOS window will appear.

  8. RUN

  9. Next type 'cd\' (without quotation marks) and hit 'OK'. This should take you to the root of your C:/ drive.

  10. CMD

  11. Now, you will be pasting the TARGET information obtained from step 5. To do this, right-click with your mouse, and go down to 'paste'.
  12. Next, press the space bar once, and add the text '/secuexp' (without quotation marks) and press Enter. An example of what your entire line will look like (need quotation marks): "C:/Program Files/PublisherName/GameFolderTitle/gameexename.exe" /secuexp

  13. CMD with path

  14. Hit 'Enter' on keyboard
  15. A disclaimer window may appear on your screen. To proceed, please click onto the 'Yes' button. A window stating that an Analysis log will be generated may appear, if so click 'OK'. If an error message appears, please click 'Cancel'.

    XP USERS: Your 'AnalysisLog.sr0' file will be saved to the root of your C:/ drive. To get there, locate 'My Computer', open your C:/ drive and you will see 'AnalysisLog.sr0'.

    VISTA USERS: Your 'AnalysisLog.sr0' file will be stored in the following path:

    'C:\Users\?YOUR USER?\AppData\Local\Temp\AnalysisLog.sr0'. If by chance this folder is hidden, you may have to display hidden folders. To do so, please follow these steps:
    1. Go to 'Start' and left-click on 'Control Panel'.
    2. Left-click on 'Appearance and Personalization'. Then select 'Folder Options'.
    3. Now select the 'View' tab, then select 'Show hidden files and folders'. You should now have access to the folder.
  16. Please zip the 'AnalysisLog.sr0' file using a program such as WinZip, WinAce, or WinRAR (to prevent email corruption) and send this file as an attachment to support@securom.com.
Please be informed the SecuROM™ analysis file does not contain any personal information. It contains only SecuROM™ related information, which allows us to analyze and solve your problem.

Your SecuROM™ support team.

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