How to Use the GetDiagnostics Tool to Gather Diagnostic Data from a Computer Running Symantec Mail Security for Exchange (SMSMSE)


Article ID: 180082


Updated On:


Mail Security for Microsoft Exchange




NOTE: This tool has no effect on the functionality of SMSMSE. This tool has no effect on mail delivery.

Perform the following steps:

    1. Save the attachment below to download the current version of the tool.
    2. Unzip the file to a directory (e.g. c:\temp).
    3. Open a Command Line and open the folder where you unzipped the tool.
    4. On the cmd line type the following and press Enter.


      This creates a zip file on the root of your C: drive with todays date, i.e. c:\SMSMSE<ComputerName>_<date>-<time>.zip  (e.g. SMSMSE_W2K8K-EX2K7-65_20110113-083409). This file is then put onto the Symantec FileShare site. For FileShare access information, contact your the Symantec Technician and ask for the log in information.

      NOTE: Customers should run this tool in a command prompt started with "Run as Administrator" on Windows 2008.
    5. Provide the name of the ZIP file created to the Symantec technician assigned to your case. Provide this by phone or email.

Gather Virus Definition Files

By default virus definition files are not copied as they can use a significant amount of disk space.  If you wish to gather the virus definition files in addition to the standard diagnostic data use the script GetDiagnosticsVirusDefs.bat.

Upload of Getdiagnostics Files to FileShare

Browse to
Login with the following information:
Username:  <obtain from Symantec Technician>
Password:   <obtain from Symantec Technician>

Upload the data.

 How to Configure the Tool to Write files to a Drive other than C

1. Open the file GetDiagnostics.bat in an editor.
2. Add the following to the end of the line:


For example the following would be a line that writes the output to the D drive:

%myPath% getDiagnostics.vbs /ftp:true /outDir:D:


Errors Seen When Running GetDiagnostics

  • NOTE:  If the following error is reported by the script:

    Looking for running process imlogrelay
    C:\Temp\GetDiagnostics\getDiagnostics.vbs(706, 2) WshShell.Exec: The system cannot find the file specified.

    This occurs when the script GetDiagnosticsWithUserDump.bat is run and the Windows user mode dumper is not installed.  Only run the script getDiagnosticsWithUserDump.bat under the direction of Symantec Technical Support.  Please follow all instructions under the section  Getting a Process Dump for SMSMSE service.
  • NOTE:  Sometimes the following error message is reported: NTVDM encountered a hard error.

    This is caused by the server not being able to run 16 bit applications. Typically the script continues onward skipping the parts where the errors occur. 

    See the following Microsoft KB article for more information on this: Troubleshooting NTVDM and WOW Startup Errors.


  • The Operating System may show a popup when running the reg.exe and zip.exe files from the diagnostics collection.  Perform the following steps to configure the operating system to allow the executables to run without needing confirmation:

1. Right click on the file reg.exe and select Properties.
2. Click the Unblock button.
3. Click the Apply button and close the Properties dialog box.
4. Perform steps 1-3 for the file zip.exe.


Background Information

The getDiagnostics tool is a vbs script that is run from the command line or by a batch file included with the tool. The getDiagnostics tool also includes a zip tool and a copy of reg.exe for registry infomation. The getDiagnostics tool is run from the command line or from a batch file and does the following:

Capturing Log Files from %TEMP% directory (this is where installer log files end up)
Capturing Log files from CMAF directory
Capturing License Information
Capturing Process Information
Capturing WinMSD information
Capturing IIS metabase Information
Capturing Registry Information
Capturing Windows Event Logs
Copying Performance Logs
Copy Virus Definition files
Get Windows 2008 server roles and features
Get Exchange roles on Windows 2008
Copy files from SMSMSE Server directory (including spam rules, logs, configuration information)
Get information on disk usage
Copy Liveupdate configuration and log file.
Get group membership for SMSMSE Admins and SMSMSE Viewers
Get file system permissions on SMSMSE and CMAF installation directories
Get service status
Get running process information

Attachments get_app get_app