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Diagnostics

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

Select one of the following options to create a new Client Task:

•Click Tasks > New > add_new_defaultClient Task.

•Click Tasks > select the desired task type and click New > add_new_defaultClient Task.

•Click the target device in Computers and select icon_tasks Tasks > add_new_defaultNew Task.

Basic

In the Basic section, type 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 to facilitate the collection of information from the customer's machine during a support case resolution.

oLog Collector parameters - You can specify Log Collector parameters on Windows, macOS or Linux. To collect all available data, leave Log Collector parameters field blank. If you specify Log Collector parameters, select only computers running the applicable operating system as Targets for the task.

note

The file size limit for log delivery per device is 200 MB. You can access logs from the Web Console at Details > Logs section. If the logs gathered by the task are bigger than 200 MB, the task will fail. If the task fails, you can:

•Gather the logs locally on the device.

•Change the verbosity of the logs and retry the task:

oFor Windows targets, use the /Targets:EraAgLogs parameter to gather only ESET Management Agent logs.

oFor Linux/macOS targets, use the --no-productlogs parameter to exclude logs from the installed ESET security product.

•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.

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 ESET PROTECT 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:

•Click Create Trigger (recommended) to specify Client Task Targets (computers or groups) and the Trigger.

•If you click Close, you can create a Trigger later - Click the Client Task instance and select restart_default Run on from the drop-down menu.

client_task_finish

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

You can view the created logs in computer details: Logs > Diagnostic log.