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Article Number: 000126729

How to Collect Logs for Dell Data Security Using DiagnosticInfo

Summary: DiagnosticInfo can be used to collect logs for Dell Data Security and Dell Data Protection applications.

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Article Content

Symptoms

Note:

This article provides the steps for collecting logs using DiagnosticInfo on Windows systems running Dell Data Security (formerly Dell Data Protection) solutions.

Affected Products:

  • Dell Encryption Enterprise
  • Dell Encryption Personal
  • Dell Data Guardian
  • Dell Security Management Server
  • Dell BitLocker Manager
  • Dell Encryption Self-Encrypting Drive Manager
  • Dell Threat Defense
  • VMware Carbon Black Cloud Endpoint
  • Dell Data Protection | Personal Edition
  • Dell Data Protection | Enterprise Edition
  • Dell Data Protection | Enterprise Edition Server
  • Dell Data Protection | Security Tools
  • Dell Data Protection | Cloud Edition
  • Dell Data Protection | Secure Lifecycle
  • Dell Data Protection | BitLocker Manager
  • Dell Data Protection | Self-Encrypting Drive Manager

Affected Versions:

  • v8.0.x and Later

Affected Operating Systems:

  • Windows

Cause

Not applicable

Resolution

DiagnosticInfo can be ran through the:

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

Click the appropriate method for additional information.

UI

To collect logs by UI:

  1. Double-click DiagnosticInfo.exe.

DiagnosticInfo.exe

Note: DiagnosticInfo.exe can be obtained:
  • In the policy-based encryption (DDSSetup.exe or DDPSetup.exe) product directory: (C:\Program Files\Dell\Dell Data Protection\Encryption).
  • In the Dell Security Management Server installation .zip.
    • v9.8.2 and later: Security Management Server\x64\Program Files 64\Dell\Enterprise Edition\Diagnostics.
    • v9.6.0 to 9.7.0: Installers\Enterprise Server\x64\Program Files 64\Dell\Enterprise Edition\Diagnostics.
    • v9.5.0 and earlier: Through Dell Data Security ProSupport. For more information, reference Dell Data Security International Support Phone Numbers.
  • Through Dell Data Security ProSupport. For more information, reference Dell Data Security International Support Phone Numbers.
  1. Select one of the following:
    1. The Client radio button and then go to Step 3.
    2. The Server radio button and then go to Step 4.

Client and Server radio buttons

  1. Check the appropriate client logs to be gathered and then click Next.

Example client logs to be gathered

Note: The selections for available client log types differ depending on the version of DiagnosticInfo. The example image depicts an example of client logs that can be gathered depending on the version of DiagnosticInfo that is being used.
  1. Check the appropriate server logs to be gathered and then click Next.

Example server logs to be gathered

Note: The selections for available server log types differ depending on the version of DiagnosticInfo. The example image depicts an example of server logs that can be gathered depending on the version of DiagnosticInfo that is being used.
  1. Optionally, write any comments pertaining to the logs and then click Next.

Optional comment field

  1. Populate a Password, Confirm Password, and then (optionally) a Password Hint. Once populated, click Next.

Password, Confirm Password, and Password Hint fields

Note: The Password must be provided to the support representative.
  1. Browse to a directory to save the log bundle to and then click Finish.

Browse button and Finish button

Note: The default log bundle format (.cmg) is only accessible by Dell Data Security ProSupport. Alternatively, a Self-extracting executable may be selected to create a bundle (.exe) that can be accessed by anyone with the password (Step 6). This option may be useful to read the logs internally.
  1. DiagnosticInfo collects the selected logs (Selected in either Step 3 or Step 4).

DiagnosticInfo collecting logs

Note: DiagnosticInfo may display "not responding" for up to thirty minutes during the log collection process.
  1. Once DiagnosticInfo has finished running, the log bundle is generated at the previously specified location (Step 7).

CLI

Note: Administrator privileges are required to run DiagnosticInfo.
 
Bundle Switches Required Purpose
/shield Shield or Server Collect log files from the Dell Encryption client. Cannot be combined with /server.
/server Server or Shield Collect logs from Dell Security Management Server. Cannot be combined with /client.
/silent Yes Runs silently.
/password Yes Used to encrypt the data with specified password. Password must be supplied to the technician working the case.
/hint No Hint for /password.
/comment No Comment to be associated with log bundle.
/filename No Overrides default file name [Machine][Year][Month][Day] with specification.
/selfextractingexe No Create a self-extracting executable instead of .cmg.
 
Log Switches Purpose
/all Collects all items that are associated with either /shield or /server. This switch overrides any other log switches.
/installer Collects any related installer logs.
/registry Collects any registry entries that are associated with /shield or /server.
/eventlogs Collects application, system, and security event logs.
/msinfo Collects system information using MSINFO.EXE.
/systeminfo Collects system information using SYSTEMINFO.EXE.
/gpo Collects the group policy object (GPO) settings using GPRESULT.EXE.
/driverelevation Collects the active file drivers and their ordering using FLTMC.EXE.
/wsscan Collects a list of encrypted files.
/dotnetdllver This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects the version numbers of all .NET DLL files.
/windowsupdatelist This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects Windows update list using the Microsoft WMI command-line (WMIC) utility.
/instlledProducts This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects all installed products in the machine.
/hardwareSerials This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects the serial numbers of BIOS and BASEBOARD.
/windowslogs This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects the Windows logs from CBS, DISM, and update logs.
/carbonblackdata This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects all data that is related to VMware Carbon Black. Applicable only if VMware Carbon Black is installed.
/dellthreatdefense This switch requires a DiagnosticInfo utility that is gathered from Dell Data Security software running version 11.3 or later.
Collects install logs for Dell Threat Defense. Applicable only if Dell Threat Defense is installed.
 
Note: DiagnosticInfo is generated on the desktop of the active user.

Example #1

DiagnosticInfo.exe /shield /silent /password Ex@mpl3 /Hint "Password Example"

Example #1 contains:

  • Installer = DiagnosticInfo.exe
  • Mode = Shield
  • Silent install = Yes
  • Password = Ex@mpl3
  • Hint = Password Example
  • Comment = No
    • Default value since not defined.
  • Filename = [Machine][Year][Month][Day]
    • Default value since not defined.
  • EXE or CMG = CMG
    • Default value since not defined.
  • Logs gathered:
    • Default value since not defined.
      • Product Logs
      • MSINFO
      • SystemInfo
      • Registry
      • Driver Elevation
      • Event Logs

Example #2

DiagnosticInfo.exe /server /silent /password Dell1234 /comment "Case number 5234" /gpo /selfextractingexe

Example #2 contains:

  • Installer = DiagnosticInfo.exe
  • Mode = Server
  • Silent install = Yes
  • Password = Dell1234
  • Hint = No
    • Default value since not defined.
  • Comment = Case number 5234
  • Filename = [Machine][Year][Month][Day]
    • Default value since not defined.
  • EXE or CMG = EXE
  • Logs gathered:
    • Product Logs
    • MSINFO
    • SystemInfo
    • Registry
    • Driver Elevation
    • Event Logs
    • GPO

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

Dell Encryption, Dell Threat Defense, VMware Carbon Black

Last Published Date

03 Feb 2023

Version

15

Article Type

Solution

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