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Article Number: 000126727

How to Collect Netskope Logs

Summary: Logs may be collected for Netskope by following these instructions.

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Article Content

Symptoms

The following article provides details on how to collect logs from Netskope clients.

Affected Products:

  • Netskope

Affected Operating Systems:

  • Windows
  • Mac
  • Android

Cause

Not applicable

Resolution

Click on Windows, Mac, or Android for more information.

Windows

Logs may be collected through the product's:

  • User interface (UI)
  • Command-line interface (CLI)
  • Tenant UI

Click on the appropriate method for more information.

To collect logs:

  1. Log in to the affected endpoint.
  2. Right-click the Netskope icon in the System Tray and then click Save Logs.

Save Logs option

  1. Choose where to save the log bundle and then click Save.

Save As window

To collect logs:

  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, type cmd and then press CTRL+SHIFT+ENTER. This runs Command Prompt as an administrator.

Run UI

  1. In Command Prompt, type "%ProgramFiles(x86)%\Netskope\STAgent\nsdiag.exe" -o "%USERPROFILE%\Desktop\Netskope.zip" and then press Enter.

Command Prompt with the command populated and entered

To collect logs:

To successfully collect logs from the tenant UI, the logs require:

  • The affected endpoint to be powered on with a valid user logged in.
  • The hostname to be provided to Dell Data Security ProSupport.
  • The user email to be provided to Dell Data Security ProSupport.
Warning:
  • Only Dell Data Security ProSupport has access to these logs.
  • Once log collection is initiated, it may take up to an hour for Dell Support to gain access to the logs. The UI and CLI methods are preferred to the Tenant UI method as to avoid delays.
  1. In a web browser, go to the Netskope web console:
    • United States Datacenter: https://[TENANT].goskope.com/
    • European Union Datacenter: https://[TENANT].eu.goskope.com/
    • Frankfurt Datacenter: https://[TENANT].de.goskope.com/
Note: [TENANT] = The tenant name in your environment
  1. Log in to the Netskope web console.

Netskope web console login

  1. Click Settings.

Settings in the Netskope left pane

  1. Click Active Platform.

Active Platform option

  1. Click Devices.

Devices option

  1. Locate the affected endpoint, select the ... icon to the right, and then click Collect Log.

Collect Log option

Note: The device logs are pulled and posted to the Netskope back end within an hour. Only Dell Data Security ProSupport has access to these logs.

Mac

Logs may be collected through the product's:

  • User interface (UI)
  • Terminal
  • Tenant UI

Click on the appropriate method for more information.

To collect logs:

  1. Log in to the affected endpoint.
  2. Click on the Netskope icon in the Menu Bar and then click Save Logs.

Save Logs option

  1. Choose where to save the log bundle to and then click Save.

Netskope Client Save Log File window

To collect logs:

  1. Log in to the affected endpoint.
  2. In the Apple menu, click Go and then select Utilities.

Utilities option

  1. Double-click Terminal.

Terminal icon

  1. In Terminal, type /Library/Application\ Support/Netskope/STAgent/nsdiag -o ~/Desktop/Netskope.zip and then press Enter.

Terminal with the command populated and entered

To collect logs:

To successfully collect logs from the tenant UI, the logs require:

  • The affected endpoint to be powered on with a valid user logged in.
  • The hostname to be provided to Dell Data Security ProSupport.
  • The user email to be provided to Dell Data Security ProSupport.
Warning:
  • Only Dell Data Security ProSupport has access to these logs.
  • Once log collection is initiated, it may take up to an hour for Dell Support to gain access to the logs. The UI and CLI methods are preferred to the Tenant UI method as to avoid delays.
  1. In a web browser, go to the Netskope web console:
    • United States Datacenter: https://[TENANT].goskope.com/
    • European Union Datacenter: https://[TENANT].eu.goskope.com/
    • Frankfurt Datacenter: https://[TENANT].de.goskope.com/
Note: [TENANT] = The tenant name in your environment
  1. Log in to the Netskope web console.

Netskope web console login

  1. Click Settings.

Settings in the Netskope left pane

  1. Click Active Platform.

Active Platform option

  1. Click Devices.

Devices option

  1. Locate the affected endpoint, select the ... icon to the right, and then click Collect Log.

Collect Log option

Note: The device logs are pulled and posted to the Netskope back end within an hour. Only Dell Data Security ProSupport has access to these logs.

Android

Logs can be gathered from the App on Android. Click the appropriate method for more information.

To collect logs:

  1. Open your Netskope Client app from your device’s app launcher.

Netskope Client app

  1. In the top-right corner, tap the Menu button and then tap Send Log.

Send Log option

  1. Your device’s Share Menu displays. Select the way that you would like to send the NetskopeLogs.zip file.

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

Netskope

Last Published Date

09 Mar 2023

Version

8

Article Type

Solution

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