How to Collect Dell Data Guardian Logs

This article discusses the methods for collecting logs for Dell Data Guardian on Windows and Mac operating systems.

Affected Products:

• Dell Data Guardian

Affected Versions:

• v1.2 or later

Affected Operating Systems:

• Windows
• Mac

Click Windows or Mac for relevant logging information.

Windows

Dell Data Guardian for Windows logs must be collected manually. A user can troubleshoot Dell Data Guardian by collecting:

• .msi logs: Used to troubleshoot installation and uninstall issues
• Product logs: Used to troubleshoot activation, policy, communication, and behavior issues

Click the appropriate logging for information about the log collection process.

.msi

1. Log in to the affected endpoint.
2. Right-click the Windows start menu and then select Run.
   
3. In the Run UI, type %temp% and then click OK.
   
4. The .msi log files for Dell Data Guardian file names are not set to include identify information for the outputted log file name. The best way to find the .msi log that contains information that is related to your install or uninstall issue is to sort the directory by the date modified column. Find the log file with a timestamp around the time that you encountered the install or uninstall error.
5. Once you open the file, you can confirm that you have the correct log by searching the text for Product: and in that line it should reference Dell Data Guardian.msi.
   

Product

To assist Dell in quickly identifying the issue, it is recommended to enable Verbosity (debugging) and then reproduce the issue before the Capture of product logs. Click the appropriate process for more information.

Verbosity

1. Right-click the Windows start menu and then click Run.
   
2. In the Run UI, type regedit and then press CTRL+SHIFT+ENTER. This runs the Registry Editor as admin.
   
3. In the Registry Editor, go to HKEY_LOCAL_MACHINE\Software\Dell\Data Guardian\.
4. Right-click the Data Guardian folder, select New, and then click DWORD (32-bit) Value.
   
5. Name the DWORD LogVerbosity.
   
6. Double-click LogVerbosity.
7. Populate Value data with 1f and then press OK.
   
8. Right-click the Data Guardian folder, select New, and then click DWORD (32-bit) Value.
   
9. Name the DWORD ShowLogMarker.
   
10. Double-click ShowLogMarker.
11. Populate Value data with 1f and then press OK.
    
    Note: After clicking OK, ShowLogMarker displays a Data value of 0x00000001 (1).
12. Right-click the Dell Data Guardian system tray app and then select Log Marker.
    
13. Populate some text about the issue that is being reproduced and then click OK. This information assists Dell in identifying the cause of your issue.
    
    Note: The example above outputs this data within all the active log files for Dell Data Guardian:
    2019-01-25 19:23:51.737Z Inf [4932] - *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Log Marker Test *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

Capture

1. Go to %programdata%\Dell\Data Guardian.
2. Collect all logs in the Dell Data Guardian folder. This folder may contain:
   • Xendow.service.log: This contains product activation, communication, and policy information.
   • Xendow.Tray.log: This contains application service load information
   • [OFFICE PRODUCT].PID[5-DIGIT-NUMERIC-CODE]: This is created for each created and modified office-protected document. It contains information about file construction, restrictions, and key updates.
     
     Note: The screenshot may differ from the logs in your environment.

Mac

Dell Data Guardian for Mac logs must be collected manually. A user can troubleshoot Dell Data Guardian by collecting:

• Install.log: Used to troubleshoot installation and uninstall issues
• System.log: Used to troubleshoot activation, policy, communication, and behavior issues

Click the appropriate logging for information.

Install.log

Dell Data Guardian uses the native Mac OS X install.log to document install information.

1. From the apple menu, click Go and then select Go to Folder.
   
2. Type /var/log and then click Go.
   
3. Copy Install.log to a readily available location for further investigation.
   
   Note: Dell Technologies recommends searching for Dell Data Guardian to ensure that the information is relevant to Dell Data Guardian.

System.log

Dell Data Guardian uses the native Mac system.log for application level logging.

1. From the Apple menu, click Go and then select Go to Folder.
   
2. Type /var/log and then click Go.
   
3. Copy System.log to a readily available location for further investigation.
   
   Note: Dell Technologies recommends searching for Dell Data Guardian to ensure that the information is relevant to Dell Data Guardian application issues.

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
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