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How to Collect Logs for Dell Endpoint Security Suite Enterprise

Resumen: Learn about how to collect logs for Dell Endpoint Security Suite Enterprise by using these instructions.

Este artículo se aplica a Este artículo no se aplica a Este artículo no está vinculado a ningún producto específico. No se identifican todas las versiones del producto en este artículo.

Instrucciones

Note:

This article covers how to collect logs for Dell Endpoint Security Suite Enterprise. It is highly recommended to collect logs before troubleshooting or contacting Dell Data Protection ProSupport.


Affected Products:

  • Dell Endpoint Security Suite Enterprise

Affected Operating Systems:

  • Windows
  • Mac
  • Linux

The log collection process for Dell Endpoint Security Suite Enterprise depends on whether you are using Windows, Mac, or Linux. Click the appropriate operating system for more information.

Windows

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

Caution: 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.
  1. Right-click the Windows start menu and then click Run.
    Run
  2. In the Run UI, type regedit and then press CTRL+SHIFT+ENTER. This runs the Registry Editor as admin.
    regedit
  3. In the Registry Editor, go to HKEY_LOCAL_MACHINE\Software\Dell\Dell Data Protection\.
  4. Right-click the Dell Data Protection folder, select New, and then click DWORD (32-bit) Value.
    New DWORD
    Note: If a DWORD named LogVerbosity exists, go to Step 6.
  5. Name the DWORD LogVerbosity.
    LogVerbosity
  6. Double-click LogVerbosity.
  7. Populate Value data with f and then press OK.
    Value data
Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.

Run DiagnosticInfo to capture the logs. For more information, reference How to Collect Logs for Dell Data Security Using DiagnosticInfo.

Mac

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

Caution: 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.
  1. From the Apple menu, click Go and then select Utilities.
    Utilities
  2. In the Utilities menu, double-click Terminal.
    Terminal
  3. In Terminal, type sudo nano /Library/Application\ Support/com.dell.csfagent/LocalMachine/software/dell/dell\ data\ protection/values.xml and then press Enter.
    Terminal command
    Note: The path is case-sensitive.
  4. Enter the credentials for an account with sudo rights and then press Enter.
    Terminal account password
  5. Press the I key to edit.
    Edit
  6. Below the SupportUrl value string, type <value name="LogVerbosity" type="int">15</value>.
    LogVerbosity
  7. Press CTRL+X to exit.
    Exit
  8. Press the Y key to save.
    Save
  9. Press Enter to save the name without changes.
    Save without changes
  10. Locate the Endpoint Security Suite Enterprise [VERSION].dmg.
    Note: For more information about downloading Dell Endpoint Security Suite Enterprise, reference How to Download Dell Endpoint Security Suite Enterprise.
  11. In Terminal, type hdiutil attach –owners on /Users/test/Desktop/Endpoint\ Security\ Suite\ Enterprise-1.5.0.5-Release.dmg –shadow and then press Enter.
    Terminal attach
    Note: The example path may differ in your environment.
  12. In Terminal, type cd /Volumes/Endpoint\ Security\ Suite\ Enterprise\ for\ Mac/Utilities/ and then press Enter.
    Terminal change directory
  13. In Terminal, type sudo ./DellCSFConfig.app/Contents/MacOS/DellCSFConfig –logverbosity 15 and then press Enter.
    LogVerbosity
    Note: The example path may differ in your environment.
  14. Enter the credentials for an account with sudo rights and then press Enter.
    Account password
Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.
  1. From the Apple menu, click Go and then select Utilities.
    Utilities
  2. In the Utilities menu, double-click Terminal.
    Terminal
  3. Type sudo sh. Do not press Enter.
    Terminal sudo sh
  4. Locate and then double-click the Endpoint Security Suite Enterprise [VERSION].dmg to extract the installer.
    Note: For more information about downloading Dell Endpoint Security Suite Enterprise, reference How to Download Dell Endpoint Security Suite Enterprise.
  5. Double-click the Utilities folder.
    Utilities folder
  6. Locate GetLogs.sh and go to Step 7. Getlogs.sh is a shell script that Dell Data Protection uses to gather Mac logging.
    GetLogs
    Note: Use the version of getlogs.sh that is included with the product. Older versions of getlogs.sh may not gather all the required information.
  7. Drag GetLogs.sh to the terminal window after sudo sh (Step 3) and then press Enter. This populates the location path for GetLogs.sh.
    GetLogs path in Terminal
  8. Enter the credentials for an account with sudo rights and then press Enter to run getlogs.sh.
    Note: It is common for Terminal to display Resource busy for several minutes as it gathers all the required information. If the encryption agent is not installed, you also see no Agent installed on system.
  9. Once the shell script has completed, log output (DellLogs.zip) can be collected from Go and then Home.
    DellLogs.zip

Linux

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

Caution: 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.
  1. Open Terminal.
    Terminal
  2. In Terminal, type cd /usr/lib/dell/esse/ and then press Enter.
    Terminal command
    Note:
    • The path is only present if Dell Endpoint Security Suite Enterprise for Linux is installed in the environment.
    • Commands are case-sensitive.
  3. Type sudo ./CsfConfig -logverbosity 15 and then press Enter.
    Terminal LogVerbosity
  4. Enter the credentials for an account with sudo rights and then press Enter.
    Terminal account password
Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.
  1. Open Terminal.
    Terminal
  2. In Terminal, type sudo '/usr/lib/dell/esse/getlogs.sh' and then press Enter.
    Terminal GetLogs
    Note:
    • The path is only present if Dell Endpoint Security Suite Enterprise for Linux is installed in the environment.
    • Commands are case-sensitive.
    • The example path may differ in your environment.
  3. Enter the credentials for an account with sudo rights and then press Enter to run getlogs.sh.
    Terminal account password
    Note: In the example image, admin is an example account. The account will differ in your environment.
  4. Once the log collection is complete, type sudo cp /root/DellLogs.tar.gz /home/admin/Desktop/DellLogs.tar.gz and then press Enter.
    Terminal DellLogs
    Note: The example path may differ in your environment.

To successfully offload logs, Dell Endpoint Security Suite Enterprise for Linux requires:

  • A third-party FTP (file transfer protocol) client
    • Examples of an FTP client include (but are not limited to):
      • Filezilla
      • WinSCP
      • CuteFTP
  • A storage device
  1. In the FTP client, log in with an FTP user to the endpoint with Dell Endpoint Security Suite Enterprise for Linux.
    FTP client login
    Note:
    • Dell does not endorses or support any listed third-party product. The listed clients are meant to be examples of potential products a customer can use. Contact the product’s manufacturer for information about setup, configuration, and management.
    • Your FTP Client UI may differ from the screenshot examples.
    • The default port for the SFTP is 22. If the connection fails, ensure that firewalls are not blocking port 22.
  2. Go to the captured log (/home/admin/Desktop/DellLogs.tar.gz) and then save the bundle locally.
    Save DellLogs
    Note: File archival programs (such as WinZip, WinRAR, and 7Zip) can read the .tar log bundle.

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.

Información adicional

 

Videos

 

Productos afectados

Dell Endpoint Security Suite Enterprise
Propiedades del artículo
Número del artículo: 000128555
Tipo de artículo: How To
Última modificación: 06 sept 2024
Versión:  14
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