ESM Tech Support File
Table of Contents
4.2 (EoS)
Expand all | Collapse all
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- Set Up the Endpoint Infrastructure
- Activate Traps Licenses
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- Endpoint Infrastructure Installation Considerations
- TLS/SSL Encryption for Traps Components
- Configure the MS-SQL Server Database
- Install the Endpoint Security Manager Server Software
- Install the Endpoint Security Manager Console Software
- Manage Proxy Communication with the Endpoint Security Manager
- Load Balance Traffic to ESM Servers
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- Malware Protection Policy Best Practices
- Malware Protection Flow
- Manage Trusted Signers
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- Remove an Endpoint from the Health Page
- Install an End-of-Life Traps Agent Version
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- Traps Troubleshooting Resources
- Traps and Endpoint Security Manager Processes
- ESM Tech Support File
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- Access Cytool
- View the Status of the Agent Using Cytool
- View Processes Currently Protected by Traps Using Cytool
- Manage Logging of Traps Components Using Cytool
- Restore a Quarantined File Using Cytool
- View Statistics for a Protected Process Using Cytool
- View Details About the Traps Local Analysis Module Using Cy...
- View Hash Details About a File Using Cytool
ESM Tech Support File
From the ESM Console, you can create an ESM
tech support file containing the following information:
- Effective security policy
- ESM Console and ESM Server settings
- ESM Console and ESM Server logs
- Database query results
The ESM Console aggregates
and packages these logs into a ZIP file (< 1GB) that you can
then download and send to Technical Support. Each time you generate
a new ESM tech support file, the ESM Console logs the event. You
can view the status and history of all tech support files from the
ESM Console and can also configure log forwarding to send logs about
the status of ESM tech support files to an external logging platform
or to an email address.
You can generate an ESM tech support
file from the Settings page. On average,
this process takes 10 minutes or fewer.
- From the ESM Console, select Settings.
- Select Generate to start the collection process. The ESM Console deactivates (grays out) the Generate button during generation process.
- Refresh the page to view the status of the file. When
the file is available, the ESM Console displays the time the file
was created and updates the file size in the download link. The
ESM Console reports a failure if it fails to generate the file within
the preconfigured timeout period (25 minutes).You can also monitor logs related to ESM tech support file generation on the MonitorESMLogs page. From there, you can filter the Report Type by Tech Support File Status, or filter the Message by a specific job ID.
- Click Download to save the file and then send it to Technical Support, as needed. To view the history of all available ESM tech support file requests, select MonitorData Retrieval page. From there, you can download previous files or delete them as needed. If the tech support file failed to generate, the Download button is hidden and you can only Delete the request.