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How to Collect Logs for Dell Endpoint Security Suite Enterprise

Summary: Logs may be collected for Dell Endpoint Security Suite Enterprise using these instructions.

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Article Content


Symptoms

Note:

This article covers how to collect logs for Dell Endpoint Security Suite Enterprise. It is highly recommended to collect logs before troubleshooting or contacting Dell Data Protection ProSupport.


Affected Products:

Dell Endpoint Security Suite Enterprise

Cause

Affected Operating Systems:

Windows
Mac
Linux


Resolution

The log collection process for Dell Endpoint Security Suite Enterprise is handled by manually collecting the logs in Windows, Mac, and Linux. Click the appropriate operating system for more information.

To gather logs in Windows, you must Enable Verbosity, reproduce the issue, and then Capture Logs. Click the appropriate step for more information.

To enable verbosity:

Warning: Verbosity should only be enabled to troubleshoot an issue. Dell recommends disabling verbosity after the issue is resolved. Endpoints may experience performance degradation while verbosity is enabled.
  1. Right-click the Windows start menu and then click Run.

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  1. In the Run UI, type regedit and then press CTRL+SHIFT+ENTER. This will run the Registry Editor as admin.

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  1. In the Registry Editor, navigate to HKEY_LOCAL_MACHINE\Software\Dell\Dell Data Protection\.
  2. Right-click the Dell Data Protection folder, select New, and then click DWORD (32-bit) Value.

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Note: If a DWORD named LogVerbosity already exists, skip to step 6.
  1. Name the DWORD LogVerbosity.

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  1. Double-click LogVerbosity.
  2. Populate Value data with f and then press OK.

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To capture logs:

Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.

Run DiagnosticInfo to capture the logs. For more information, reference How to Collect Logs for Dell Data Security / Dell Data Protection Using DiagnosticInfo.

To gather logs in Mac, you must Enable Verbosity, reproduce the issue, and then Capture Logs. Click the appropriate step for more information.

To enable verbosity:

Warning: Verbosity should only be enabled to troubleshoot an issue. Dell recommends disabling verbosity after the issue is resolved. Endpoints may experience performance degradation while verbosity is enabled.
  1. From the Apple menu, click Go and then select Utilities.

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  1. In the Utilities menu, double-click Terminal.

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  1. In terminal, type sudo nano /Library/Application\ Support/com.dell.csfagent/LocalMachine/software/dell/dell\ data\ protection/values.xml and then press enter.

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Note: The path is case-sensitive.
  1. Enter the credentials for an account with sudo rights and then press enter.

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  1. Press the I key to edit.

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  1. Below the SupportUrl value string, type

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  1. Press CTRL+X to exit.

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  1. Press the Y key to save.

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  1. Press enter to save name without changes.

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  1. Locate the Endpoint Security Suite Enterprise [Version].dmg.
Note: For more information about downloading Dell Endpoint Security Suite Enterprise, reference How to Download Dell Endpoint Security Suite Enterprise.
  1. In terminal, type hdiutil attach –owners on /Users/test/Desktop/Endpoint\ Security\ Suite\ Enterprise-1.5.0.5-Release.dmg –shadow and then press enter.

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Note: The example path may differ in your environment.
  1. In terminal, type cd /Volumes/Endpoint\ Security\ Suite\ Enterprise\ for\ Mac/Utilities/ and then press enter.

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  1. In terminal, type:

sudo ./DellCSFConfig.app/Contents/MacOS/DellCSFConfig –logverbosity 15 and then press enter.

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Note: The example path may differ in your environment.
  1. Enter the credentials for an account with sudo rights and then press enter.

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To capture logs:

Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.
  1. From the Apple menu, click Go and then select Utilities.

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  1. In the Utilities menu, double-click Terminal.

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  1. Type sudo sh. Do not press enter.

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  1. Locate and then double-click the Endpoint Security Suite Enterprise [Version].dmg to extract the installer.
Note: For more information about downloading Dell Endpoint Security Suite Enterprise, reference How to Download Dell Endpoint Security Suite Enterprise.
  1. Double-click Utilities folder.

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  1. Locate GetLogs.sh and go to step 7. Getlogs.sh is a shell script that Dell Data Protection uses to gather Mac logging.

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Note: It is important to use the version of getlogs.sh that is included with the product as older versions may not gather all the required information.
  1. Drag GetLogs.sh to the terminal window after sudo sh (step 3) and then press enter. This will populate the location path for getlogs.sh.

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  1. Enter the credentials for an account with sudo rights and then press enter to run getlogs.sh.
Note: It is common for terminal to display Resource busy for several minutes as it gathers all the required information. If the encryption agent is not installed, you will also see no Agent installed on system.
  1. Once the shell script has completed, log output (DellLogs.zip) can be collected from Go > Home.

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To gather logs in Linux, you must Enable Verbosity, reproduce the issue, Capture Logs, and then Collect Logs. Click the appropriate step for more information.

To enable verbosity:

Warning: Verbosity should only be enabled to troubleshoot an issue. Dell recommends disabling verbosity after the issue is resolved. Endpoints may experience performance degradation while verbosity is enabled.
  1. Open Terminal.

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  1. In Terminal, type cd /usr/lib/dell/esse/ and then press enter.

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Note:
  • The path will only be present if Dell Endpoint Security Suite Enterprise for Linux is installed in the environment.
  • Commands are case-sensitive.
  1. Type sudo ./CsfConfig -logverbosity 15

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  1. Enter the credentials for an account with sudo rights and then press enter.

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To capture logs:

Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.
  1. Open Terminal.

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  1. In Terminal, type sudo ‘/usr/lib/dell/esse/getlogs.sh’ and then press enter.

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Note:
  • The path will only be present if Dell Endpoint Security Suite Enterprise for Linux is installed in the environment.
  • Commands are case-sensitive.
  • The example path may differ in your environment.
  1. Enter the credentials for an account with sudo rights and then press enter to run getlogs.sh.

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Note: admin is an example account. The account will differ in your environment.
  1. Once log collection is completed, type sudo cp /root/DellLogs.tar.gz /home/admin/Desktop/DellLogs.tar.gz.

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Note: The example path may differ in your environment.

To collect logs:

To successfully offload logs, Dell Endpoint Security Suite Enterprise for Linux requires:

  • A third-party FTP (file transfer protocol) client.
    • Examples of an FTP client include (but are not limited to):
      • Filezilla
      • WinSCP
      • CuteFTP
  • A storage device.
  1. In the FTP client, Login with an FTP user to the endpoint with Dell Endpoint Security Suite Enterprise for Linux installed.

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Note:
  • Dell does not endorses or support any listed third-party product. The listed clients are meant to be examples of potential products a customer can use. Contact the product’s manufacturer for information about setup, configuration, and management.
  • Your FTP Client UI may differ from the screenshot examples.
  • The default port for the SFTP is 22. If connection fails, ensure that firewalls are not blocking port 22.
  1. Go to the captured log (/home/admin/Desktop/DellLogs.tar.gz) and save the bundle locally.

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Note: The .tar log bundle can be read by file archival programs (E.G. WinZip, WinRAR, 7Zip).

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 Endpoint Security Suite Enterprise

Last Published Date

17 Aug 2021

Version

10

Article Type

Solution

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