2.5.8.2. Acquiring Investigation Logs

Depending on the contents of the inquiry, we may ask you to obtain / provide the investigation log. The logs provided will vary depending on the stage of the investigation.

2.5.8.2.1. Acquiring a Diagnostic Package : Basic Research

The following two diagnostic packages are necessary. You should acquire both of them within twenty-four hours after a phenomenon incurred.

2.5.8.2.1.1. A Diagnostic Package being Acquired via the Operation Screen.

  1. Select the Computer tab at the Menu tab ⇒ Display the detail screen of the individual computer from the "Computer" pane.

  1. Click "Overview" pane ⇒ Click "Actions" tab. Then, click "Create Diagnostic Package" at "Support" as shown below:
    logacquisition

  1. Follow the wizard to create and submit a diagnostic package.

    logacquisition

logacquisition

logacquisition

2.5.8.2.1.2. A Package being Acquired via the Agent

When you get the diagnostic package from the Operation screen, you need to get the diagnostic package on the target host where Agent is installed as shown in the figure of 3-iii of A Diagnostic Package being Acquired via the Operation Screen. . Please obtain a diagnostic package according to the following procedure.

● Windows

Log in to the server where Agent is installed, and open a command prompt or terminal. Change to the Agent installation directory and execute the "dsa_control --diag" command.

> cd <インストールディレクトリ>
> dsa_control -d
Acquire the specific file, displayed at the command result, from the following directory:
Windows version: < Installation directory > diag

● Linux

By executing the below command, acquire a diagnostic package

# /opt/ds_agent/dsa_control -d
The diagnostic package file (random number. zip) generated by 1 is stored in /var/opt/ds_agent/diag. Please get that file and submit it. The diagnostic package file name is displayed in the command execution result.

2.5.8.2.2. Acquiring Debug Logs : Further Investigation

If you need some debug logs, you need to obtain them by following procedure of the website.

How to get the debug log of Agent<https://success.trendmicro.com/jp/solution/1106643>