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Article Number: 000126208

How to Collect Dell Trusted Device Logs

Summary: Learn how to collect logs for Dell Trusted Device (formerly Dell BIOS Verification) by following these instructions.

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Article Content

Instructions

This article covers how to collect logs for Dell Trusted Device (formerly Dell BIOS Verification). It is highly recommended to collect logs prior to troubleshooting or contacting Dell Data Security ProSupport.

Affected Products:

  • Dell Trusted Device
  • Dell BIOS Verification

Affected Versions:

  • v1.0 and Later

Affected Platforms:

  • Latitude
  • OptiPlex
  • Precision
  • XPS

Affected Operating Systems:

  • Windows

The process of gathering logs varies based on version. Click the appropriate version for specific steps. For versioning information, reference How to Identify the Dell Trusted Device Version.

v2.1.0 and Later

To gather logs, you must Enable Verbosity, reproduce the issue, and then Capture Logs. Click the appropriate process for more information.

Enable Verbosity
Warning: Verbosity should only be enabled to troubleshoot an issue. Dell Technologies recommends disabling verbosity after the issue is resolved. Endpoints may experience performance degradation while verbosity is enabled.

To enable advanced logging for Dell Trusted Device, a registry entry must be created or modified if it already exists.

  1. Log in to the affected endpoint.
  2. Right-click the Windows Start menu and then select Run.

Run option

  1. In the Run UI (user interface), type regedit and then press CTRL+SHIFT+ENTER to run the Registry Editor as an administrator.

Run UI

  1. If User Account Control (UAC) is enabled, click Yes. Otherwise, go to Step 5.

User account control prompt

  1. Go to HKEY_LOCAL_MACHINE\Software\Dell\TrustedDevice.

The registry

  1. Right-click in the right pane, select New, and then click DWORD (32-bit) Value.

DWORD (32-bit) Value option

Note: If a DWORD named LogVerbosity already exists, go to Step 8.
  1. Name the DWORD LogVerbosity.

Naming the DWORD as LogVerbosity

  1. Double-click LogVerbosity.

LogVerbosity

  1. Populate Value data with f in hexadecimal and then click OK.

Value data populated with f in hexadecimal

  1. Click File and then select Exit.

Exit option that is found after clicking File

Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.

Capture Logs

Dell Trusted Device logs must be manually collected for:

  • Installation logs - Used to troubleshoot installation and uninstall issues.
  • Application logs - Used to troubleshoot communication and behavior issues.
  1. Log in to the endpoint with the user that attempted the install or uninstall.
  2. Right-click the Windows Start menu and then click Run.

Run option

  1. In the Run UI, type %temp% and then press OK.
  2. From Windows Explorer:
    1. Sort the files by Date modified.

Sorting by date modified

  1. Identify the date and timeframe of the install or uninstall to collect logs for.
  2. Capture all logs named MSI*.log with a timestamp close to the install or uninstall.
Note: * represents an alphanumeric string.

Dell Trusted Device Application logs may be collected Manually or by running DiagnosticInfo. Click the appropriate process for more information.

Manually
  1. Go to C:\ProgramData\Dell\TrustedDevice.

Path in Windows Explorer

Note: The directory path may differ based on the installation settings.
  1. Capture Service.log.
DiagnosticInfo
  1. Go to C:\Program Files\DELL\TrustedDevice.
Note: The directory path may differ based on the installation settings.
  1. Double-click DiagnosticInfo.exe.

DiagnosticInfo.exe

For more information about DiagnosticInfo, reference How to Collect Logs for Dell Data Security Using DiagnosticInfo.

1.0.0 to 1.7.0

To gather logs, you must Enable Verbosity, reproduce the issue, and then Capture Logs. Click the appropriate step for more information.

Enable Verbosity

To enable verbosity:

Warning: Verbosity should only be enabled to troubleshoot an issue. Dell Technologies recommends disabling verbosity after the issue is resolved. Endpoints may experience performance degradation while verbosity is enabled.

To enable advanced logging for Dell BIOS Verification, a registry entry must be created or modified if it already exists.

  1. Log in to the affected endpoint.
  2. Right-click the Windows Start menu and then select Run.

Run option that is found after right-clicking the Windows Start menu

  1. In the Run UI (user interface), type regedit and then press CTRL+SHIFT+ENTER to run the Registry Editor as an administrator.

Run UI

  1. If User Account Control (UAC) is enabled, click Yes. Otherwise, go to Step 5.

User account control prompt

  1. Go to HKEY_LOCAL_MACHINE\Software\Dell\BiosVerification.

The registry

  1. Right-click in the right pane, select New, and then click DWORD (32-bit) Value).

DWORD (32-bit) Value option

Note: If a DWORD named LogVerbosity already exists, go to Step 8.
  1. Name the DWORD LogVerbosity.

Naming the DWORD as LogVerbosity

  1. Double-click LogVerbosity.

LogVerbosity

  1. Populate Value data with f in hexadecimal and then click OK.

Value data populated with f in hexadecimal

  1. Click File and then select Exit.

Exit option that is found after clicking File

Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.

Capture Logs

Dell BIOS Verification logs must be manually collected for:

  • Installation logs - Used to troubleshoot installation and uninstall issues.
  • Application logs - Used to troubleshoot communication and behavior issues.
  1. Log in to the endpoint with the user that attempted the install and uninstall.
  2. Right-click the Windows Start menu and then click Run.

Run option

  1. In the Run UI, type %temp% and then press OK.
  2. From Windows Explorer:
    1. Sort the files by Date modified.

Sorting by date modified

  1. Identify the date and timeframe of the install or uninstall to collect logs for.
  2. Capture all logs named MSI*.log with a timestamp close to the install or uninstall.
Note: * represents an alphanumeric string.
  1. Go to C:\ProgramData\Dell\BIOS Verification.

Path in Windows Explorer

Note: The directory path may differ based on the installation settings.
  1. Capture DellBiosVerification.log.

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
For additional insights and resources, join the Dell Security Community Forum.

Additional Information

 

Videos

 

Article Properties

Affected Product

OptiPlex, XPS, Latitude, XPS, Fixed Workstations, Mobile Workstations, Dell Trusted Device

Last Published Date

10 May 2024

Version

10

Article Type

How To

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