The troubleshooter In the Mail essentials program group you will find the troubleshooter program. This program collects all the information from the machine, and makes it possible for us to diagnose the problem. In addition to collecting all the information, it also asks you a number of questions. Please take your time to answer these questions accurately. Without the proper information it will not be possible to diagnose your problem. When you have run the troubleshooter and collected all the information, the troubleshooter will create a selection of files in the directory it specifies. Please send us all these files along with your support request.