1. Check the computer network status.

2. Collect the Client/Server Security Agent and agent application log.

   1. Go to the <Client/Server Security Agent path>/HostedAgent folder.
   2. Open the ofcdebug.ini file using a text editor such as Notepad.

      Under [debug] section, make the following changes:

      Enabled = 1
      debuglog = .\log\agent.log
      debuglevel = 9
      LogHostedOnly = 0

   3. Click logserver.exe.
   4. Reproduce the step or restart Agent services.

3. Collect server command/policy and configuration from the local client.

   1. Open a command prompt window.
   2. Change directory folder to <Client/Server Security Agent path>/HostedAgent.
   3. Run the following command:

      HostedAgent.exe -module ServerCommunicator.dll -dumpgpb 1

      HostedAgent.exe will generate two folders: "recvgpb" and "sentgpb".

   4. Run the following command:

      hostedAgent.exe -module Configurationmanager.dll -cfg > config.txt

      

4. Close logserver.exe.
5. Open the ofcdebug.ini and change the value of "Enabled = 1" to "0"

6. Collect the following logs in the <client installation path>\HostedAgent\ folder.

   • Agent Communication Logs
     • Recvgpb
     • Sentgpb
     • Logpb
     • Recvelectiongpb
     • Sentelectionpb
   • Agent Configuration File: config.txt

You can use the Debug Tool to gather logs for a Mac device.

1. Go to Macintosh HD.
2. Go to the /Library/Application Support/TrendMicro/Tools/TMDebugManager.app. 
3. Click the Lock icon at bottom-left corner of the window.
4. On the Status section, move the slider  to the "ON" position to turn on the debug manager. 

   

5. Reproduce the problem. 
6. Click Collect Data and wait until the sheet appear for completion

7. Collect the debug information from ~/Desktop/TMSMLog.tar.bz2

   

1. Open the WFBS-SVC app in the Android device.
2. Go to About.
3. Tap the TMMS logo 5 times to open the Log Collect window.
4. Tap Start Collecting Log and replicate the issue.
5. Tap Stop Collecting Log once done.
6. Tap Save to save the logs.
7. Gather the logs under the file path.