hmLoadTopic({
hmKeywords:"diagnostics,diagnostics task",
hmTitle:"Diagnostics",
hmDescription:"Use the Diagnostics task to request a diagnostic action from an ESET security application on a client computer.",
hmPrevLink:"delete_ransomware_remediation_backup.html",
hmNextLink:"client_tasks_display_message.html",
hmParentLink:"client_tasks.html",
hmBreadCrumbs:"<a href=\"using.html\">Using ESET PROTECT On-Prem<\/a> &gt; <a href=\"working_with_era.html\">ESET PROTECT On-Prem Main Menu<\/a> &gt; <a href=\"admin_ct.html\">Tasks<\/a> &gt; <a href=\"client_tasks.html\">Client Tasks<\/a>",
hmTitlePath:"Using ESET PROTECT On-Prem > ESET PROTECT On-Prem Main Menu > Tasks > Client Tasks > Diagnostics",
hmHeader:"<h1 class=\"p_Heading1\"><span class=\"f_Heading1\">Diagnostics<\/span><\/h1>\n\r",
hmBody:"<p class=\"p_Normal\">Use the <span class=\"f_UI\">Diagnostics<\/span> task to request a diagnostic action from an ESET security application on a client computer.<\/p>\n\r<p class=\"p_Normal\">Select one of the following options to create a new Client Task:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">Click <\/span><span class=\"f_UI\">Tasks<\/span><span class=\"f_NormalList\"> &gt; <\/span><span class=\"f_UI\">Add<\/span><span class=\"f_NormalList\"> &gt; <img alt=\"Add\" title=\"Add\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/add_new_default.png\"\/><\/span><span class=\"f_UI\">Client Task<\/span><span class=\"f_NormalList\">.<\/span><\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">Click <\/span><span class=\"f_UI\">Tasks<\/span><span class=\"f_NormalList\"> &gt; select the desired task type and click <\/span><span class=\"f_UI\">Add<\/span><span class=\"f_NormalList\"> &gt; <img alt=\"Add\" title=\"Add\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/add_new_default.png\"\/><\/span><span class=\"f_UI\">Client Task<\/span><span class=\"f_NormalList\">.<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>Click the target device in <span class=\"f_UI\">Computers<\/span> and select <img alt=\"Tasks\" title=\"Tasks\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/icon_tasks.png\"\/> <span class=\"f_UI\">Tasks<\/span> &gt; <img alt=\"Add\" title=\"Add\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/add_new_default.png\"\/><span class=\"f_UI\">New Task<\/span>.<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><span class=\"f_Heading2\">Basic<\/span><\/h2>\n\r<p class=\"p_Normal\">In the <span class=\"f_UI\">Basic<\/span> section, type basic information about the task, such as a <span class=\"f_UI\">Name and Description (optional)<\/span>. Click <span class=\"f_UI\">Select tags<\/span> to <a href=\"tags.html#assign_tags\" class=\"topiclink\">assign tags<\/a>.<br \/>\n\rIn the <span class=\"f_UI\">Task<\/span> 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, <span class=\"f_UI\">Task<\/span> is pre-selected based on your previous choice. <span class=\"f_UI\">Task<\/span> (see <a href=\"admin_ct.html\" class=\"topiclink\">the list of all Tasks<\/a>) defines the settings and the behavior for the task.<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><span class=\"f_Heading2\">Settings<\/span><\/h2>\n\r<p class=\"p_UI\"><span class=\"f_UI\">Diagnostic action<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 13px; margin-left: 0;\"><span class=\"f_Normal\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_UI\">Run Log Collector<\/span>—Collects specific data (such as configuration and logs) from a selected machine to facilitate the collection of information from the customer\'s machine during a support case resolution.<\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 26px; margin-left: 0;\"><span class=\"f_Normal\" style=\"font-family: \'Courier New\';display:inline-block;width:13px;margin-left:-13px\">o<\/span><span class=\"f_UI\">Log Collector parameters<\/span>—You can specify Log Collector parameters on <a href=\"https:\/\/help.eset.com\/elc\/latest\/en-US\/elc_cli.html\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">Windows<\/a>, <a href=\"https:\/\/support.eset.com\/kb3404\/\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">macOS<\/a> or <a href=\"https:\/\/support.eset.com\/kb6159\/\" target=\"_blank\" onclick=\"return HMTrackTopiclink(this);\" class=\"weblink\">Linux<\/a>. To collect all available data, leave <span class=\"f_UI\">Log Collector parameters<\/span> field blank. If you specify Log Collector parameters, select only computers running the applicable operating system as Targets for the task.<\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_note\" >\n\r<tr class=\"Table_note\">\n\r<td class=\"Table_note\" style=\"width:4px; background-color:#3DAAE1;\"><br \/>\n\r<\/td>\n\r<td class=\"Table_note\" style=\"width:20px;\"><p class=\"p_Normal\"><img alt=\"Note\" title=\"Note\" width=\"20\" height=\"20\" style=\"margin:2px 0 0 0;width:20px;height:20px;border:none\" src=\".\/images\/note.svg\"\/><\/p>\n\r<\/td>\n\r<td class=\"Table_note\"><p class=\"p_Normal\">The file size limit for log delivery per device is 200 MB. If the logs gathered by the task are bigger than 200 MB, the task will fail. If the task fails, you can:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">Gather the logs locally on the device.<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>Change the verbosity of the logs and retry the task:<\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 45px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: \'Courier New\';display:inline-block;width:13px;margin-left:-13px\">o<\/span>For Windows targets, use the <span class=\"f_CodeHighlighted\">\/Targets:EraAgLogs<\/span> parameter to gather only ESET Management Agent logs.<\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 45px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: \'Courier New\';display:inline-block;width:13px;margin-left:-13px\">o<\/span>For Linux\/macOS targets, use the <span class=\"f_CodeHighlighted\">--no-productlogs<\/span> parameter to exclude logs from the installed ESET security application.<\/p><\/td>\n\r<\/tr>\n\r<\/table>\n\r<\/div>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 13px; margin-left: 0;\"><span class=\"f_Normal\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_UI\">Set Diagnostic mode<\/span>—Diagnostic mode consists of following categories: <span class=\"f_UI\">Spam log<\/span>, <span class=\"f_UI\">Firewall log<\/span>, <span class=\"f_UI\">HIPS log<\/span>, <span class=\"f_UI\">Device control log<\/span> and <span class=\"f_UI\">Web control log<\/span>. The main purpose of Diagnostic mode is to collect logs with all severity levels when troubleshooting is needed.<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 7px; margin-left: 19px;\"><span class=\"f_Normal\" style=\"font-family: \'Courier New\';display:inline-block;width:13px;margin-left:-13px\">o<\/span><span class=\"f_UI\">Turn on<\/span><span class=\"f_NormalList\">—Turn on logging of all ESET applications.<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 26px; margin-left: 0;\"><span class=\"f_Normal\" style=\"font-family: \'Courier New\';display:inline-block;width:13px;margin-left:-13px\">o<\/span><span class=\"f_UI\">Turn off<\/span>—You can turn off logging manually or logging will be automatically turned off after a computer restart.<\/p>\n\r<p class=\"p_Normal\">The following prerequisites are needed for successful creation of Diagnostic logs:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">Diagnostic mode logs can be collected from client computers running Windows and macOS operating systems.<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>Client computer must have ESET security application installed and activated.<\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_note\" >\n\r<tr class=\"Table_note\">\n\r<td class=\"Table_note\" style=\"width:4px; background-color:#3DAAE1;\"><br \/>\n\r<\/td>\n\r<td class=\"Table_note\" style=\"width:20px;\"><p class=\"p_Normal\"><img alt=\"Note\" title=\"Note\" width=\"20\" height=\"20\" style=\"margin:2px 0 0 0;width:20px;height:20px;border:none\" src=\".\/images\/note.svg\"\/><\/p>\n\r<\/td>\n\r<td class=\"Table_note\"><p class=\"p_Normal\">ESET Management Agent only sends logs collected by an ESET application installed on a client computer. Log category and verbosity depends on application type and configuration. Configure each application (via <a href=\"admin_pol_policies_wizard.html\" class=\"topiclink\">Policies<\/a>) to collect specific logs.<\/p>\n\r<\/td>\n\r<\/tr>\n\r<\/table>\n\r<\/div>\n\r<p class=\"p_Normal\">Diagnostic logs older than 24 hours are removed every day during the midnight cleanup. This protects ESET PROTECT database from overload.<\/p>\n\r<h2 class=\"p_Heading2\" style=\"page-break-after: avoid;\"><span class=\"f_Heading2\">Summary<\/span><\/h2>\n\r<p class=\"p_Normal\">Review the summary of configured settings and click <span class=\"f_UI\">Finish<\/span>. The Client Task is now created, and a small window will open:<\/p>\n\r<p class=\"p_NormalList\" style=\"text-indent: 0; page-break-inside: avoid; page-break-after: avoid; padding-left: 13px; margin-left: 19px;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span><span class=\"f_NormalList\">Click <a href=\"admin_ct_executions_trigger.html\" class=\"topiclink\">Create Trigger<\/a> (recommended) to specify Client Task Targets (computers or groups) and the Trigger.<\/span><\/p>\n\r<p class=\"p_Normal\" style=\"text-indent: 0; padding-left: 32px; margin-left: 0;\"><span class=\"f_NormalList\" style=\"font-family: Arial,\'Lucida Sans Unicode\',\'Lucida Grande\',\'Lucida Sans\';display:inline-block;width:13px;margin-left:-13px\">&#8226;<\/span>If you click <span class=\"f_UI\">Close<\/span>, you can create a <a href=\"admin_ct_executions_trigger.html\" class=\"topiclink\">Trigger<\/a> later—Click the Client Task and select <img alt=\"Run on\" title=\"Run on\" width=\"16\" height=\"16\" style=\"margin:0;width:16px;height:16px;border:none\" src=\".\/images\/restart_default.png\"\/> <span class=\"f_UI\">Run on<\/span> from the drop-down menu.<\/p>\n\r<p class=\"p_Normal\"><img alt=\"Create trigger.\" title=\"Create trigger.\" width=\"480\" height=\"155\" style=\"margin:0;width:480px;height:155px;border:none\" src=\".\/images\/client_task_finish.png\"\/><\/p>\n\r<p class=\"p_Normal\">You can see the <a href=\"admin_ct_executions_progress.html\" class=\"topiclink\">progress indicator bar<\/a>, <a href=\"admin_ct_executions_status_icon.html\" class=\"topiclink\">status icon<\/a> and <a href=\"admin_ct_executions_drill_down.html\" class=\"topiclink\">details<\/a> for each created task in <span class=\"f_UI\">Tasks<\/span>.<\/p>\n\r<div style=\"text-align: left; text-indent: 0; padding: 0 0 0 0; margin: 0 0 10px 0;\"><table class=\"Table_note\" >\n\r<tr class=\"Table_note\">\n\r<td class=\"Table_note\" style=\"width:4px; background-color:#3DAAE1;\"><br \/>\n\r<\/td>\n\r<td class=\"Table_note\" style=\"width:20px;\"><p class=\"p_Normal\"><img alt=\"Note\" title=\"Note\" width=\"20\" height=\"20\" style=\"margin:2px 0 0 0;width:20px;height:20px;border:none\" src=\".\/images\/note.svg\"\/><\/p>\n\r<\/td>\n\r<td class=\"Table_note\"><p class=\"p_Normal\"> You can access the generated logs from the Web Console in computer details &gt; <a href=\"computer_details.html#logs\" class=\"topiclink\">Logs<\/a> &gt; <span class=\"f_UI\">Log Collector<\/span> or <span class=\"f_UI\">Diagnostic logs<\/span>.<\/p>\n\r<\/td>\n\r<\/tr>\n\r<\/table>\n\r<\/div>\n\r"
})
