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Collect SymDiag data from WSS Agent

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Article ID: 171418

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Updated On:

Products

Web Security Service - WSS

Issue/Introduction

When troubleshooting a specific issue with Web Security Service Agent (WSSA), the Technical Support team may request data such as network, service, diagnostic and trace information. The SymDiag utility will collect all the data required by the support team to investigate the situation. It is extremely easy to use and it doesn't require an installation process.

Resolution

Obtain the latest version of the SymDiag tool from the link below or from the WSS Agent itself (see Steps below).

Download and Detailed Description

Step-by-Step guide to gather the data:

  1. Download the SymDiag tool. (Right click WSS Agent Status icon > Open Symantec WSS Agent > Support > Download SymDiag Tool).


     
  2. After the file download, double-click to open.


     
  3. The tool will check the latest version available. Read the License Agreement and click I accept the EULA to proceed.


     
  4. Click on Collect Data for Support.


     
  5. Select WSS Agent and WSS Service (for network captures) from the products. Click on Next.


     
  6. Select the Data Type.
    • "Log files only" Collects on logs generated by the WSS Agent.
    • "Limited data for Support" This is the default option as it collects all the necessary information to troubleshoot.
    • "All Data" Collects basic data and additional information from the environment.
    • "Debug Logging" Used when the support team requests a packet capture for "WSS Service" network and in-tunnel traffic to WSS. "WSS Agent" option allows to gather an Agent trace "etl". Enter "0" for minutes to gather so it will gather indefinitely.


       
  1. Select applicable "Additional scan options". Click Next.

  2. Reproduce issue. Wait a few minutes after the issue is observed to gather further data. Record the timestamp when the issue occurred and provide it to the support.


     
  3. SymDiag will collect the data.


     
  4. Select the preferred method to attach the file to the case.
    • "Open or update Support case" Updates a case or creates a new one.
    • "Save file locally". Used when the information is sent through a different communication channel (Recommended).


       
    • Give information on file (optional).


       
    • This procedure will save the Symantec DataBase Zip (.sdbz) file.

Attachments