Overview
If you're experiencing any difficulties with Defense.com Endpoint, we may need some additional information from your computer to assist with troubleshooting.
To make this process easier, you can use the Support Tool. This tool is specifically designed to gather detailed technical information about your affected computer.
By using the Support Tool, you can provide us with the necessary system settings and logs, enabling us to better understand and resolve your issue efficiently.
Open a Terminal window
To begin, open a Terminal window on your system. You can do this by searching for Terminal in the Launchpad or using the shortcut cmd + space, then type Terminal.
Enable logging
In the Terminal window, navigate to the Endpoint Protection Tool's directory by entering the following command:
cd /Library/EndpointProtection/AVP/enterprise
or
cd /Library/EndpointProtection/AVP/product/bin
To enable logging, run the following command:
sudo ./GatherBD start
Note: You may be prompted to enter your user password.
Restart the system
Save all your work and run the following command to restart the system:
sudo reboot
This step ensures that the logging process starts fresh after the system restarts.
Reproduce the issue
Once your system has restarted, reproduce the issue you are facing with the Defense.com Endpoint Protection Tool. It is recommended to replicate the problem for 10-15 minutes to capture sufficient log data.
Stop logging
After reproducing the issue, return to the Terminal window and stop the logging process by entering the following command:
sudo ./GatherBD stop
Gather logs into an archive
To gather the logs into an archive, use the following command:
sudo ./GatherBD archive all
Locate the archive file
The archive file, named ProductSupport.zip will be saved in the following location:
/private/var/tmp/
Note: You can access this by opening Finder, use the shortcut shift + cmd + g and then enter the path mentioned above.
Attach the archive
Finally, attach the ProductSupport.zip archive file to your support ticket or send it to your Technical Support Specialist. This will provide them with the necessary logs to assist you further.
Restart the system
Save all your work and run the following command to restart the system:
sudo reboot
This ensures a clean state for further analysis.
By following the steps outlined in this guide, you can collect the necessary logs and provide them to technical support for analysis. Remember to include as much relevant information as possible when submitting your support ticket to expedite the troubleshooting process.