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Número del artículo: 000128555

How to Collect Logs for Dell Endpoint Security Suite Enterprise

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

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Contenido del artículo

Síntomas

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

Affected Operating Systems:

Windows
Mac
Linux

Causa

Not applicable.

Resolución

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.

Enable Verbosity

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.

Run

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

regedit

  1. In the Registry Editor, go 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.

New DWORD

Note: If a DWORD named LogVerbosity exists, go to Step 6.
  1. Name the DWORD LogVerbosity.

LogVerbosity

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

Value data

Capture Logs

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.

Enable Verbosity

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.

Utilities

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

Terminal

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

Terminal command

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

Terminal account password

  1. Press the I key to edit.

Edit

  1. Below the SupportUrl value string, type <value name="”LogVerbosity”" type="”int”">15</value>.

LogVerbosity

  1. Press CTRL+X to exit.

Exit

  1. Press the Y key to save.

Save

  1. Press Enter to save name without changes.

Save without changes

  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.

Terminal attach

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.

Terminal change directory

  1. In Terminal, type sudo ./DellCSFConfig.app/Contents/MacOS/DellCSFConfig –logverbosity 15 and then press Enter.

LogVerbosity

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

Account password

Capture Logs

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.

Utilities

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

Terminal

  1. Type sudo sh. Do not press Enter.

Terminal sudo sh

  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.

Utilities folder

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

GetLogs

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 populates the location path for GetLogs.sh.

GetLogs path in Terminal

  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 also see no Agent installed on system.
  1. Once the shell script has completed, log output (DellLogs.zip) can be collected from Go > Home.

DellLogs.zip

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.

Enable Verbosity

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.

Terminal

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

Terminal command

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

Terminal LogVerbosity

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

Terminal account password

Capture Logs

To capture logs:

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

Terminal

  1. In Terminal, type sudo '/usr/lib/dell/esse/getlogs.sh' and then press Enter.

Terminal GetLogs

Note:
  • The path is only 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.

Terminal account password

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 and then press Enter.

Terminal DellLogs

Note: The example path may differ in your environment.
Collect Logs

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, log in with an FTP user to the endpoint with Dell Endpoint Security Suite Enterprise for Linux.

FTP client login

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.

Save DellLogs

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.

Información adicional

 

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Propiedades del artículo

Producto comprometido

Dell Endpoint Security Suite Enterprise

Fecha de la última publicación

19 dic 2022

Versión

13

Tipo de artículo

Solution

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