Gathering information about Symantec products on a Mac using GatherSymantecInfo

Products

• Endpoint Protection

Issue/Introduction

Additional data or information is needed while troubleshooting a Symantec Mac agent issue. GatherSymantecInfo tool (GatherSymantecInfo.command) described below can be used to gather troubleshooting information about the Mac protection agent.

For issues involving WSS Agent, Unified Agent, SES Unified Agent, and/or Web and Cloud Access Protection (WCAP) in Tunnel Mode, you can enable debug logging using wssa-diag.sh from  Gather WSS Agent Diagnostics in macOS.
NOTE: using this script will automatically perform the GatherSymantecInfo output, so it does not need to be run separately.

For debug options for the SEP SymDaemon (will not work in SES Cloud clients)  see "How to Debug Endpoint Protection SymDaemon on the Macintosh client".

 

Environment

• ESA SEP Mac 16.0
• Symantec Endpoint Security 14.3.x
• Symantec Endpoint Protection 14.3.x

Resolution

Using GatherSymantecInfo

Download the GatherSymantecInfo_16.0.0.zip file attached to this case then follow the steps below to use it to collect data for support.  The 16.0.0 version of the utility can be used for 16.0 and 14.3.x version of the Mac protection agent.

1. Download GatherSymantecInfo_16.0.0.zip attached to this article.
2. Place the file on the Mac client and double-click it. It contains a file named GatherSymantecInfo.command.
3. Right-click on GatherSymantecInfo.command and choose "Open". At the prompt ("macOS cannot verify the developer...Are you sure you want to open it?") choose "Open".
   • If you see a different error ("... cannot be opened...") try again but use right-click (or control-left-click). 
4. A terminal window will open. Enter the administrator password (it will not echo on-screen) and press Enter.
5. Gathering information... will appear.
6. When completed the Terminal window will indicate that the information was gathered and saved to the desktop (SymantecInfo.zip). Quit the Terminal application (see below). If you would prefer the file be saved elsewhere, run GatherSymantecInfo.command from a terminal prompt with the -z option, as in "GatherSymantecInfo.command -z /path/to/file"

Please upload SymantedInfo.zip to your support case.

 

Issues using the tool

Depending on OS configuration settings, you may experience one or more issues running the tool.

Tool Quarantined

"GatherSymantecInfo.command" Not Opened

Apple could not verify "GatherSymantecInfo.command" is free of malware that may harm your Mac or compromise your privacy.

Solution

Unquarantine the tool using this command

xattr -d com.apple.quarantine /path/to/your/tool

 

Missing permissions

The file "GatherSymantecInfo.command" could not be executed because you do not have appropriate access privileges.

To view or change access privileges, select the file in the Finder and choose File > Get Info.

 

Solution

Use the following command to give the tool executable permissions

chmod +x /path/to/your/tool

 

Run tool as sudo

Open a terminal window, navigate to the path where the tool is located and run the tool using the following command

sudo bash ./GatherSymantecInfo.command

 

 

 

Additional Information

To see usage and options, run ./GatherSymantecInfo -h