How to Collect Logs for Dell Threat Defense

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Symptômes

Cause

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Résumé: Logs may be collected for Dell Threat Defense by following these instructions.

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Symptômes

Note:

As of May 2022, Dell Threat Defense has reached End of Maintenance. This product and its articles are no longer updated by Dell. For more information, reference Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.
Reference Endpoint Security for additional information about current products.

This article discusses the methods for collecting Dell Threat Defense logs.

Affected Products:

Dell Threat Defense

Affected Operating Systems:

Windows
Mac

Cause

Not applicable.

Résolution

It is highly recommended to collect logs before troubleshooting Dell Threat Defense or contacting Dell Data Security ProSupport. For more information about contacting Dell Data Security ProSupport, reference Dell Data Security International Support Phone Numbers.

Click the appropriate operating system for more information.

Windows
Mac

A Dell Threat Defense administrator can gather either Threat Defense logs or MSI logs. Click the appropriate log type for more information.

Threat Defense

Dell Threat Defense documents threat info, event data, policy changes, build updates, and registration within its own product logging. These logs should be gathered when troubleshooting issues with Dell Threat Defense.

To collect logs:

Enable verbose logging to ensure that all relevant information is captured. For more information about how to enable verbose logging, reference How to Enable Verbose Logging in Dell Threat Defense.
Go to C:\Program Files\Cylance\Desktop\log.

Note: The location may differ based on specifications during installation. Reference How To Uninstall Dell Threat Defense for more information.

A new log is generated every day with a date stamp as a title. Each log is capped at 100 MB. If this limit is reached, the active log file is indexed, and a new daily log file is created. Up to 30 daily logs are available at one time before rolling over.

Note: When troubleshooting, always start with the newest log and work backwards to find the issue.

MSI

Dell Threat Defense uses Microsoft Installer (MSI) logs to record product install and uninstall information. If a device is having issues with installing or uninstalling Dell Threat Defense, then MSI logs may provide additional insight on the root cause.

To collect MSI logs:

Log in with the user experiencing issues installing or uninstalling Dell Threat Defense.
Right-click the Windows start menu and select Run.

In the Run UI, type %temp% and then click OK.

Collect any file in %temp% that beings with Dell_Threat_Defense.

Note: Always start with the log that matches the time in which install or uninstall issues occurred.

A Dell Threat Defense administrator can gather Threat Defense logs, the Install log, or the System log. Click the appropriate log type for more information.

Threat Defense

To collect logs:

Enable verbose logging to ensure that all relevant information is captured. For more information about how to enable verbose logging, reference How to Enable Verbose Logging in Dell Threat Defense.
From the Apple menu, click Go and then Go to Folder.

Type /Library/Application Support/Cylance/Desktop/Log and then press OK.

Note: The location may differ based on specifications during installation. Reference How to Install Dell Threat Defense for more information.

Note: When troubleshooting, always start with the newest log and work backwards to find the issue.

Install

Dell Threat Defense uses the native install.log to document installation information. The install.log may provide additional insight on the root cause of installation issues with Dell Threat Defense.

To collect `install.log`:

From the Apple menu, click Go and then Go to Folder.

Type /var/log and then press OK.

Copy install.log to an easily accessed area for further investigation.

Note: The install.log contains information about application and Mac updates. It is recommended to search for "Cylance" to ensure that the information is relevant to Dell Threat Defense.

System

Dell Threat Defense uses the native system.log to document uninstall information. The system.log may provide additional insight on the root cause of uninstall issues with Dell Threat Defense.

To collect `system.log`:

From the Apple menu, click Go and then Go to Folder.

Type /var/log and then press OK.

Copy system.log to an easily accessed area for further investigation.

Note: The system.log contains information about all applications residing on a device. It is recommended to search for "Cylance" to ensure that the information is relevant to Dell Threat Defense.

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.

Informations supplémentaires

Produits concernés

Dell Encryption, Dell Threat Defense

Numéro d’article: 000131359

Type d’article: Solution

Dernière modification: 19 déc. 2022