How to Collect Dell Trusted Device Logs

This article covers how to collect logs for Dell Trusted Device. It is highly recommended to collect logs prior to troubleshooting or contacting Dell Data Security ProSupport. For information about contacting

Affected Products:

• Dell Trusted Device

Affected Versions:

• v1.0 and Later

Affected Platforms:

Affected Operating Systems:

• Windows

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

Enable Verbosity

To enable advanced logging for Dell Trusted Device, a registry entry must be created or modified if it already exists.

1. Log in to the affected endpoint.
2. Right-click the Windows Start menu and then select Run.
   
3. In the Run UI (user interface), type regedit and then press CTRL+SHIFT+ENTER to run the Registry Editor as an administrator.
   
4. If User Account Control (UAC) is enabled, click Yes. Otherwise, go to Step 5.
   
5. Go to HKEY_LOCAL_MACHINE\Software\Dell\TrustedDevice.
   
6. Right-click in the right pane, select New, and then click DWORD (32-bit) Value.
   
   Note: If a DWORD named LogVerbosity already exists, go to Step 8.
7. Name the DWORD LogVerbosity.
   
8. Double-click LogVerbosity.
   
9. Populate Value data with f in hexadecimal and then click OK.
   
10. Click File and then select Exit.
    
    Note: Once verbosity is enabled on an endpoint, reproduce the issue before capturing logs.

Capture Logs

Dell Trusted Device logs must be manually collected for:

• Installation logs - Used to troubleshoot installation and uninstall issues.
• Application logs - Used to troubleshoot communication and behavior issues.

Installation

1. Log in to the endpoint with the user that attempted the install or uninstall.
2. Right-click the Windows Start menu and then click Run.
   
3. In the Run UI, type %temp% and then press OK.
4. From Windows Explorer:
   1. Sort the files by Date modified.
      
   2. Identify the date and timeframe of the install or uninstall to collect logs for.
   3. Capture all logs named MSI*.log with a timestamp close to the install or uninstall.
   Note: * represents an alphanumeric string.

Application

1. Go to C:\ProgramData\Dell\TrustedDevice.
    
   Note: The directory path may differ based on the installation settings.
2. Capture Service.log.