Create a diagnostic package

To help the support team diagnose an issue, you can send them a diagnostic package containing debug information for either the Deep Security Manager or for individual agents.

You can create a diagnostic package for an individual agent from the Deep Security Manager or directly from the agent if the Deep Security Manager cannot reach it remotely.

For Linux-specific information on increasing or decreasing the anti-malware debug logging for the diagnostic package, see Increase debug logging for anti-malware in protected Linux instances.

Create a diagnostic package for the Deep Security Manager

  • Click Administration > System Information > Create Diagnostic Package.

The package will take several minutes to create. After the package has been generated, a summary will be displayed and your browser will download a ZIP file containing the diagnostic package.

Create a diagnostic package for an agent

You can create a package for an individual agent from the Deep Security Manager or from the agent directly.

The Deep Security Manager must be able to connect to an agent remotely to create a diagnostic package for it. If the Deep Security Manager cannot reach the agent remotely, or if the agent is using agent-initiated activation, you must create the diagnostic package directly from the agent.

Create a diagnostic package for an agent from the Deep Security Manager

  1. Click Computers and double-click the name of the computer you want to generate the diagnostic package for.
  2. On the computer details screen, click the Actions tab.
  3. Under Support, click Create Diagnostics Package.
  4. Click Next.

The package will take several minutes to create. After the package has been generated, a summary will be displayed and your browser will download a ZIP file containing the diagnostic package.

Create a diagnostic package directly from an agent

Linux

  1. Establish an SSH connection for the server that you want to generate the package for.
  2. Open a command prompt as an administrator and run the following:

    sudo /opt/ds_agent/dsa_control -d

    The output shows the name and location of the diagnostic package: /var/opt/ds_agent/diag

Windows

  1. Connect to the server you want to generate the package for using a Remote Desktop Connection.
  2. Open a command prompt as an administrator and run the following commands:

    cd C:\Program Files\Trend Micro\Deep Security Agent

    dsa_control.cmd -d

    The output shows the name and location of the diagnostic package: C:\ProgramData\Trend Micro\Deep Security Agent\diag