Troubleshooting Resources for Traps Agent for Windows

Use the resources in this topic to troubleshoot the Traps agent 5.0 on Windows endpoints.
Resource
Description
Traps™ installation log
Specifies any errors encountered during installation of Traps components. Use this log file when you need to troubleshoot installation issues. On Windows endpoints, the installer stores the log files in the %temp% or C:\Users\<user_name>\AppData\Local\Temp folder.
Traps service log
Indicates information, warnings, and errors related to the Traps service. The Service log is located in the following folder on the endpoint:
  • Windows Vista or a later Windows OS%ProgramData%\Cyvera\Logs
  • Windows XPC:\Document and Settings\All Users\Application Data\Cyvera\Logs
Traps console log
Indicates information, warnings, and errors related to the Traps console. The Console log is located in the following folder on the endpoint:
  • Windows Vista or a later Windows OSC:\Users\<username>\AppData\Roaming\Cyvera
  • Windows XPC:\Document and Settings\<username>\Application Data\Cyvera\Logs
Supervisor Command Line Tool (cytool.exe)
Allows you to manage Traps features and perform advanced troubleshooting on the local endpoint from a command line interface. For more information, see Cytool for Windows.
Unknown files for analysis
Traps stores unknown files to send to the Traps management service in the C:\ProgramData\Cyvera\Temp folder. After the Traps management service submits a file to WildFire®, the Traps agent deletes the file from the Temp folder.
In some cases, third-party Antivirus (AV) applications raise an alert for this folder. If this occurs, we recommend that you whitelist this folder in the third-party AV application.

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