Create a diagnostic package

To help the Deep Security support team diagnose your issue, you can create a diagnostic package containing debug information for individual computers or for the Deep Security Manager itself and send it to them. This can be done remotely using the Deep Security Manager if you have connectivity between the Deep Security Agent and the Deep Security Manager. If you do not have connectivity, you can run a command locally on a protected computer to create a package for that computer.

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 remotely

The Deep Security Agent must be able to connect to the Deep Security Manager in order to create the diagnostic package remotely from Deep Security Manager.

You can create a package for an individual computer or for the Deep Security Manager.

Create a diagnostic package for an individual computer

  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 the diagnostic ZIP package.

Create a diagnostic package for the Deep Security Manager

Does not apply to Deep Security as a Service

  • 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 the diagnostic ZIP package.

Create a diagnostic package locally

If the Deep Security Agent cannot connect to the Deep Security Manager, you can create the diagnostic package on a local computer and send it to the Deep Security support team.

Create a diagnostic package locally on a Windows computer

  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

Create a diagnostic package locally on a Linux computer

  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