Diagnostics

Use the Diagnostics task to request a diagnostic action from an ESET security product on a client computer.

To create the task, click Tasks > New > add_new_defaultClient Task or click the desired client device in Computers and select New Task.

Basic

In the Basic section, enter basic information about the task, such as a Name and Description (optional). Click Select tags to assign tags.
In the Task drop-down menu, select the task type you want to create and configure. If you have selected a specific task type before creating a new task, Task is pre-selected based on your previous choice. Task (see the list of all Tasks) defines the settings and the behavior for the task.

Settings

Diagnostic action

Run Log Collector - Collects specific data (such as configuration and logs) from a selected machine in order to facilitate the collection of information from the customer's machine during a support case resolution.

oLog Collector parameters - To collect all available data, leave Log Collector parameters field blank. To specify Log Collector parameters, see the list of individual parameters according to operating systems: Windows, MacOS or Linux.

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Note

The file size limit for log delivery per device is 150MB. If the logs gathered by the task are bigger, the task will fail with the  "Log collector output exceeded 150MB and will not be transferred." message.  The logs transferred to the server is subject to the following rules.

Logs file size under 15 MB

The task is finished with a progress message: "Command was executed."

Logs can be accessed from the Web console at Computer details > Logs section.

Logs file size bigger than 15  MB but smaller than 150 MB

The task is finished with a progress message: "Log collector archive was too big to be stored in the database. Please see log collector entry for its new location. "

Logs can be accessed on the ESMC server. The path to the logs file location is displayed at Computer details > Logs section.

Logs file size bigger than 150  MB

The task is finished with a progress message: "Log collector archive is too big to be transferred."

If this situation occurs, either change the verbosity of the logs and retry the task or gather the logs locally on the device.

Set Diagnostic mode - Diagnostic mode consists of following categories: Spam log, Firewall log, HIPS log, Device control log and Web control log. The main purpose of Diagnostic mode is to collect logs with all severity levels when troubleshooting is needed.

oTurn on - Turn on logging of all ESET applications.

oTurn off - You can turn off logging manually or logging will be automatically turned off after a computer restart.

The following prerequisites are needed for successful creation of Diagnostic logs:

Diagnostic mode logs can be collected from client computers running Windows and macOS operating systems.

Client computer must have ESET security product installed and activated.

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Note

ESET Management Agent only sends logs collected by an ESET product installed on a client computer. Log category and verbosity depends on product type and configuration. Configure each product (via Policies) to collect specific logs.

Diagnostic logs older than 24 hours are removed every day during the midnight cleanup. This protects ESMC database from overload.

Summary

Review the summary of configured settings and click Finish. The Client Task is now created and a pop-up window will open. We recommend that you click Create Trigger to specify when this Client Task should be executed and on what Targets. If you click Close, you can create a Trigger later: click the Client Task instance and select Run on from the drop-down menu.

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In Tasks you can see the progress indicator bar, status icon, and details for each created task.

You can view the created logs in Computer details.