How to collect Verbose WPP logs for Endpoint Protection with the SymDiag Utility

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Article ID: 176312

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Symantec Support has requested verbose WPP logs in order to troubleshoot an issue you are having and you need to know how to do this.

Resolution

Symantec Diagnostic (SymDiag) is a cross-product diagnostic utility designed for troubleshooting and identifying common issues that customers encounter.

To collect Verbose WPP Logs for Symantec Support:

  1. Download and start Symdiag
  2. When you launch SymDiag, it first verifies the version status with Symantec. If there is a newer version of SymDiag available, SymDiag updates itself automatically. Click I accept the EULA to continue
  3. On the Home screen, click Collect data for support, and in the dialog that opens, select the Endpoint Protection and Client  Then click Next.
  4. For Data Type, select All data
  5. For Debug Logging, select Endpoint Protection Client. The default timer is 10 minutes, however you should change the timer value to allow yourself enough time to reproduce the issue/error. Then click Advanced..
  6. Change the Trace Level under WPP to Verbose. Then click Ok and then Next.
  7. Unless asked by support to not include "Data collection options for Operating System", please leave these items checked. Click Next.
  8. The timer will begin to count down. In this time, please reproduce the error/issue. Once reproduction of error/issue is completed, click next and confirm the issue has been reproduced. You do not need to wait for the timer to end to proceed once the issue has been reproduced.
  9. Allow Symdiag to complete the rest of the log captures. Save the diagnostic file locally and provide to support.

 

To collect Verbose WPP Logging for the Endpoint Protection Manager do the following after downloading Symdiag:

  1. When you launch SymDiag, it first verifies the version status with Symantec. If there is a newer version of SymDiag available, SymDiag updates itself automatically. Click I accept the EULA to continue
  2. On the Home screen, click Collect data for support, and in the dialog that opens, select the Endpoint Protection and Console  Then click Next.
  3. For Data Type, select All data
  4. For Debug Logging, select Endpoint Protection Manager. The default timer is 10 minutes, however you should change the timer value to allow yourself enough time to reproduce the issue/error. Then click Advanced..
  5. Change the Trace Level under WPP to Verbose. Then click Ok and then Next.
  6. Unless asked by support to not include "Data collection options for Operating System", please leave these items checked. Click Next.
  7. The timer will begin to count down. In this time, please reproduce the error/issue. Once reproduction of error/issue is completed, click next and confirm the issue has been reproduced. You do not need to wait for the timer to end to proceed once the issue has been reproduced.
  8. Allow Symdiag to complete the rest of the log captures. Save the diagnostic file locally and provide to support.

To create a case with Symantec Technical Support, see Contact Business Support.