App Control: How to Collect Agent Logs Remotely for Troubleshooting (Windows)

App Control: How to Collect Agent Logs Remotely for Troubleshooting (Windows)

Environment

  • App Control (Formerly, CB Protection) Console: All Supported Versions
  • App Control Agent: All Supported Versions
  • Microsoft Windows: All Supported Versions

Objective

Using the following steps, you'll be able to collect high debugging agent diagnostics remotely on a device connected to the App Control console

Resolution

  1. Log into the App Control console.
  2. Navigate to the Assets > Computers page, and select the device.
  3. If you're able to recreate the issue, on the right hand side select Other Actions > Delete Diagnostic Files on Computer.
    If you are not able to reproduce Other Actions > Upload Diagnostics file and skip to step 6.
  4. On the right hand side select "Set Debug Level"
    • Set Debug Level to High with the "Include Kernel" checked
    • Leave Debug Duration at 10 minutes
    • Select "Upload Diagnostic Files when Completed"
  5. If you are able to recreate the issue, do so now, otherwise skip this step.
  6. Once the 10 minutes is up, navigate to Tools > Requested Files and select the Diagnostic Files tab.
  7. Download the Zip file with the computers name. And upload it to the https://community.carbonblack.com/t5/CB-Vault/gp-p/g-4922
  8. Once the upload completes, please comment in your case the data is available for review.

Additional Notes

All data collected should be uploaded the https://community.carbonblack.com/groups/cb-vault for review.

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Creation Date:
‎09-13-2018
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