Collect a DSET report

Products

• Advanced Threat Protection Platform
• Web Gateway
• Messaging Gateway
• Endpoint Detection and Response Hardware
• Endpoint Detection and Response
• Endpoint Detection and Response with Email
• Endpoint Detection and Response with Network Sensor
• Endpoint Detection and Response with Network and Email
• Endpoint Protection with Endpoint Detection and Response

Issue/Introduction

 While troubleshooting an issue that may be related to hardware, Symantec or Symantec's hardware partner Dell may ask for a report created by the Dell Server E-Support Tool (DSET).

Environment

• SATP:N8840 - Symantec Advanced Threat Protection: Network 8840
• SATP:N8880 - Symantec Advanced Threat Protection: Network 8880
• SWG8450 - Symantec Web Gateway 8450
• SWG8490 - Symantec Web Gateway 8490
• SMG8340 - Symantec Messaging Gateway 8340
• SMG8360 - Symantec Messaging Gateway 8360
• SMG8380 - Symantec Messaging Gateway 8380

Resolution

To collect a DSET report from a Symantec OEM appliance

1. Download the DSET .iso from http://downloads.dell.com/FOLDER02725522M/1/SLI22_A00.iso
2. Confirm the downloaded .iso file is intact by comparing file information for the DSET .iso to the following known good characteristics:
   Size in bytes: 1,713,373,184 bytes
   MD5 hash: 041522193E0EAA9E0D61B9D01539AC77
   SHA-1 hash: 4B796E6290B09544A9A80A2EA21EE9B80A4A4525
    
3. Burn the .iso to DVD media using a known good DVD burner
4. Insert the DVD into the Symantec appliance you seek to troubleshoot
5. Start or restart the appliance by pressing and releasing the physical power button
   
   NOTE: The boot sequence for this live DVD is slow in comparison to the normal boot sequence of a Symantec appliance. Ignore on screen errors unless the boot sequence takes longer than one hour. A successful boot from this DVD will result in a Linux X Windows session with an open X Window connected to a bash prompt. The screen offset may be off, resulting in a black horizontal bar across the screen and the top portion of the screen appearing at the bottom. If so, drag the window down where you can see all of it before continuing.
    
6. Execute the DSET utility from desktop
7. Copy the .zip archive containing the DSET data to a USB drive

To execute the DSET utility

1. At the bash prompt, type: 
   /usr/sbin/DSET.sh
   
   When the DSET utility completes, it will display the name of the .zip file containing its collected data, but it will not return you to the prompt.
    
2. Press + on the keyboard to return to the bash prompt

 

To copy the .zip archive containing the DSET data to a USB drive

1. Insert a USB drive no larger than 2GB into one of the USB slots on the face of the Symantec appliance
   NOTE: If you need to remove a USB device to free up a USB slot, remove the mouse.
    
2. To create a folder to use as a mount point, at the bash prompt, type: 
   mkdir /mnt/usb
    
3. To mount the USB drive, at the bash prompt, type: 
   mount /dev/sdb1 /mnt/usb
    
4. To copy the DSET output to the USB drive, at the bash prompt, type: 
   cp /tmp/data/DSET*.zip /mnt/usb ; ls -l /tmp/data/DSET*.zip /mnt/usb
   
   
   The resulting output should show the same file name with different paths and the same filesize for both.
    
5. To unmount the USB drive safely, at the bash prompt, type:
   umount /mnt/usb