In some cases, the Support staff will request you to generate an MSINFO32 .NFO file.

This file contains detailed information on your PC's hardware and software specifications which they can use to diagnose and troubleshoot the issue you are currently having with the Player App.

Go to Start Menu > Run or press the ⊞ Windows Key + R on your keyboard.
On the Run prompt, type msinfo32 then click OK.

On the System Information window, select File > Save.

Browse to a folder, type in a filename then click Save.

It's recommended that the folder and filename you choose can easily be remembered and accessible. Make sure that the Save as type is set to System Information File *.NFO as well.