Using SymDiag to collect full agent and system logs for Broadcom support

Products

• Mail Security for Microsoft Exchange
• Endpoint Protection
• Endpoint Security
• Data Loss Prevention

Issue/Introduction

To troubleshoot an issue you are experiencing with a Broadcom security product, Broadcom support has requested full agent and system logs using the Symantec Diagnostic Tool (SymDiag) v2.

SymDiag v2 is a cross-product diagnostic program designed for troubleshooting and identifying issues that you may encounter.

Environment

SymDiag v2

Resolution

To collect SymDiag v2 logs for technical support:

1. Download and run the SymDiag program.
2. When you run SymDiag, it first verifies the program's version. If there is a newer version of SymDiag available, the program updates itself automatically. Click I accept the EULA to continue.
3. On the Home screen, click Collect data for support. On the next page that is presented, select the product(s) for which you need to collect data, then click Next.
4. Unless directed otherwise by the technical support engineer assigned to your case, choose All Data, then click Next.
5. When SymDiag completes data collection, choose Save diagnostic file locally.
6. Fill in your customer information, then save a local copy of the report (.sdbz file) to your computer by clicking Save.
7. Log in to the Broadcom support site and open Case Management and click on your support case number.
8. Click on Attachments, then on Upload/View Files. A new browser tab will be opened.
9. Click files_from_customer, then click Upload and select the SymDiag file that you generated.
10. Create a case with Broadcom Support.

Note: SymDiag may take up to 15 minutes or more to run depending on the speed of the system and the amount of data being collected

Additional Information

For instructions on how to collect logs using the new SymDiag v3, see Download SymDiag v3 to detect product issues.

 

If you encounter the following error message when attempting to run SymDiag, you may need to update the root certificates on the system. See Failed to launch Symantec Diagnostic Tool to download and install valid certificates to fix the issue.