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Obtaining Logs from Endpoint Protection on Windows
Obtaining Logs from Endpoint Protection on Windows

In this guide, we will walk you through the process of obtaining logs, which can be helpful in troubleshooting and resolving problems.

Alan Butcher avatar
Written by Alan Butcher
Updated over a year ago

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.

Starting the Support Tool

To begin, you'll need to download the Support Tool. You can do this by following these steps:

  1. Click here to download the Support Tool.

  2. Once the download is complete, open the Command Prompt with administrative privileges.

  3. Use the cd command to navigate to the folder where the Support Tool has been downloaded.

  4. Run the downloaded executable file using the command ./BEST_supportTool.exe

Saving the Logs Archive

Now that you have the Support Tool up and running, it's time to save the logs archive.

  1. After launching the Support Tool, you will be prompted to choose a location to save the logs archive.

  2. Select a suitable location on your system where you can easily access the archive later.

Collecting the Logs

With the location set, the Support Tool will start collecting the logs. You will notice a progress bar on the screen indicating the process. Be patient, as this may take a few moments.

Locating the Logs Archive

Once the logs collection process is complete, the Support Tool will display the name of the archive and its location. Follow these steps to find the archive file:

  1. Access the location you selected earlier to save the logs archive.

  2. Look for a file named [computer_name]_[current_date=time]_[product_version]-standalone.zip. This is the archive file containing the logs.

Submitting the Logs

Now that you have the logs archive, you can submit it to the support team for further analysis and troubleshooting.

  1. Attach the archive file to your support ticket.

  2. If you are in direct contact with a technical support specialist, send the archive file to them for further assistance.

By following the steps outlined in this guide, you can easily collect and submit the necessary logs to the support team. Remember, the more information you provide, the better equipped the support team will be to assist you.

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