Collect debug logging data for support cases with the Debug Logging Wizard in SymDiag

Products

• Mail Security for Microsoft Exchange
• Endpoint Protection

Issue/Introduction

This article describes how to collect and provide debug logs for a Symantec support case using the debug wizard in the Symantec Diagnostic Tool (SymDiag)

Resolution

To collect debug logging data for a Symantec product you can run SymDiag in debug logging mode to enable debug logging, disable debug logging and gather the debug logs automatically along with a full data collection for support Symantec products.

 

Currently supported Symantec products for debug logging:

Endpoint Protection Client

Mail Security for Exchange

Running the Debug Logging Wizard

• To launch the debug logging wizard use the command-line switch ‘–debug' (i.e. SymDiag.exe –debug)
• In the initial (EULA) page, click ‘I accept the EULA’

•  In the ‘Select Products’ dialog, check the relevant products and click 'Next'…

 

• In the 'Select Data Type' dialog, under the Debug Logging section check the box for each Symantec product you want to collect debug logging data for and then click 'Next'

 

 

 

• Note: If ‘Advanced...’ is chosen, an additional option dialog will appear. This dialog should be configured as directed by a Symantec Support agent.  For details regarding product specific debug logging options see:

Use advanced debug logging options for the Symantec Endpoint Protection client in SymDiag

• In the dialog that appears, choose 'Enable Debug Logging'

 

• Wait for the system changes to be completed

• Now wait until you know that the issue has been reproduced.  Then click 'Next'.

 

• In the dialog that appears, choose 'Disable Debug Logging'.  Wait for the system settings to be restored.

 

 

• In the ‘Collect’ page, wait for data collection to complete

• In the ‘Save the collected data’ page…
• Optionally fill in customer information
• Select a folder to save the collected data to
• Click the ‘Save’ button