How to Export Basic Troubleshooting Information from Symantec Endpoint Protection Clients

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Article ID: 177563

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Either a local administrator or Symantec Technical Support have requested basic information about a Symantec Endpoint Protection (SEP) client in order to troubleshoot an issue. Where can this be found and collected?

Resolution

The ability to view and export basic troubleshooting data is built into the SEP 11 and SEP 12.1 client.

  1. In the SEP client, click Help and Support, and then click Troubleshooting.
  2. In the Management dialog box, under Troubleshooting data, click Export.


A small file (usually under 10 KB) with the default name Troubleshooting.txt will swiftly be generated. The file includes data about the client computer, general policy information, version numbers for engines/definition files, and other information.

This file can be saved at any convenient location and then mailed or uploaded to the administrator or to Symantec Technical Support.

Should more comprehensive information be necessary about the computer, Symantec has developed a SymHelp tool which can collect a suite of diagnostic information. 


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