How to Collect Logs for Dell 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.

1. 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.
2. 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.

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.

1. Log in with the user experiencing issues installing or uninstalling Dell Threat Defense.
2. Right-click the Windows start menu and select Run.
   
3. In the Run UI, type %temp% and then click OK.
   
4. Collect any file in %temp% that begins with Dell_Threat_Defense.
   
   Note: Always start with the log that matches the time in which install or uninstall issues occurred.

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.

1. 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.
2. From the Apple menu, click Go and then Go to Folder.
   
3. 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.

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.

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.

1. From the Apple menu, click Go and then Go to Folder.
   
2. Type /var/log and then press OK.
   
3. Copy install.log to another 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.

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.

1. From the Apple menu, click Go and then Go to Folder.
   
2. Type /var/log and then press OK.
   
3. Copy system.log to another 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.