Gathering information about Symantec products on a Mac using GatherSymantecInfo

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Article ID: 152600

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Updated On:

Products

Endpoint Protection

Issue/Introduction

In the course of troubleshooting an issue on an Apple Mac computer, the Support representative has asked for technical information about the computer. There is not currently a SymDiag Tool for Mac, but the GatherSymantecInfo tool described below can be used with all Symantec Products on Mac.

For issues involving WSS Agent or Unified Agent use "Debugging Script for WSS Agent on Mac Systems".

Resolution

As of SEP 14.3 RU1, SEP for Mac includes a built-in diagnostic report that can be run from the help menu. But currently the tool attached here will gather more data and can also be used if SEP product's help menu is inaccessible.

  1. Download GatherSymantecInfo.zip attached to this article.
  2. Place the file on the Mac client and double-click it. It will expand the GatherSymantecInfo.command file as well as a folder called SupportFiles.
  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.

Attachments

1654375112451__GatherSymantecInfo.4.0.30.zip get_app