The Troubleshooter Program can be run through the Start Menu: Start > Programs > GFI MailEssentials > Troubleshooter.If possible, please also record a video using loom.If not using psr.exe, ensure that the screenshots show the whole screen including the system clock with the hour and minute.It is bundled with current versions of Windows operating systems.
Note: Make sure to Enable Tracing in Switchboard before recreating the issue. It would really help faster ticket resolution if all these logs and screenshots are uploaded during ticket creation itself, to avoid unnecessary delays from the Support team to ask you again for all this information anyway. This article describes the steps to gather Troubleshooter Logs & other relevant information to send to Support team for issues in GFI MailEssentials.