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Create a diagnostic package
To help your support provider 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.
- Create a diagnostic package for the Deep Security Manager
- Create a diagnostic package for an agent from the Deep Security Manager
- Create a diagnostic package directly from an agent
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.
Go to 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.
- Click Computers and double-click the name of the computer you want to generate the diagnostic package for.
- On the computer details screen, click the Actions tab.
- Under Support, click Create Diagnostics Package.
- Click Next.
- Establish an SSH connection for the server that you want to generate the package for.
- 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
- Connect to the server you want to generate the package for using a Remote Desktop Connection.
- Open a command prompt as an administrator and run the following commands:
cd C:\Program Files\Trend Micro\Deep Security Agent
The output shows the name and location of the diagnostic package: C:\ProgramData\Trend Micro\Deep Security Agent\diag