What Information Should I Send EXM Support?

Providing detailed information when contacting EXM Support helps our team understand your issue and reduces unnecessary back-and-forth.

You do not need to be a PC expert. Just provide as much of the information below as you can.

Describe the Problem

Tell us exactly what is happening.

Try to include:

  • What you were trying to do

  • What happened instead

  • When the problem started

  • Whether the issue happens every time

  • Whether the problem started before or after using EXM

Avoid descriptions such as "EXM doesn't work" without additional information.

The more specific you are, the easier it is for us to identify the problem.

Include the Exact Error

If you receive an error message, include the exact message shown.

A screenshot is even better.

Do not shorten or paraphrase the error if possible, as individual error messages can indicate completely different problems.

Include Your PC Information

For performance, compatibility, or system-related issues, include:

  • Windows version

  • CPU

  • GPU

  • RAM

  • Laptop or desktop

  • EXM version, if available

For network issues, let us know whether you use Ethernet or Wi-Fi.

Send Screenshots or Videos

Screenshots and short screen recordings are extremely helpful when an issue is difficult to describe.

Try to capture:

  • The error message

  • The EXM page or optimization involved

  • What happens immediately before the problem

  • Any unusual Windows behavior related to the issue

Tell Us What Changed

If the issue recently started, let us know about any recent changes such as:

  • Windows updates

  • GPU driver updates

  • BIOS updates

  • New hardware

  • New optimization software

  • Antivirus changes

  • EXM optimizations you recently applied

  • Overclocking or undervolting changes

Tell Us What You Already Tried

Let us know which troubleshooting steps you have already completed.

For example:

  • Restarted the PC

  • Reinstalled EXM

  • Ran EXM as Administrator

  • Reverted an optimization

  • Used a restore point

  • Reinstalled a driver

This prevents our agents from asking you to repeat troubleshooting you have already completed.

Include Your EXM Account Email When Relevant

If your issue involves your account, device authorization, licensing, or access to EXM, include the email address associated with your EXM account.

Never Send Sensitive Information

EXM Support will never need your:

  • Password

  • Full credit or debit card number

  • Banking password

  • Windows account password

  • Authentication codes

Do not include sensitive personal information that is unrelated to your support request.

Example of a Good Support Request

EXM closes whenever I try to apply the Network Optimizations. I'm using Windows 11 with a Ryzen 7 7800X3D and RTX 4070. The issue started after a Windows update yesterday. I've restarted my PC and reinstalled EXM, but it still happens. I've attached a screenshot of the error.

Providing information like this gives our team a much better starting point for troubleshooting.

Need Help?

If you are unsure what information is relevant, send what you have. Our support team can help you determine the next troubleshooting steps.