Summary
Learn how to generate debug logs from Safe Lock Agent or Safe Lock Intelligent Manager (SLIM) Server.
Details
Safe Lock Agent
- Open the Diagnostic Toolki and enable full logging.
- Open the Trend Micro Safe Lock installation folder. By default, it is located in C:\Program Files\Trend Micro\Safe Lock.
- Run the WKSupportTool.exe file.
- Provide the Trend Micro Administrator or Restricted User password and click OK.
- On the [A] Debug tab, select Output error logs and debug information and Output driver debug information.
- Click Apply.
- Reproduce the problem.
- Collect the diagnostic logs.
- Re-open the Diagnostic Toolkit.
- On the [A] Debug tab, click Browse to choose the location where Trend Micro Safe Lock saves the logs. The default location for saved logs is C:\Program Files\Trend Micro\Safe Lock\Log\Archive.
- Click OK when finished.
- Click Collect Debug Log.
- Once the debug log is collected, click Open Folder to access the zipped log files for review or send them to Trend Micro Technical Support.
- Log in to the Safe Lock Intelligent Manager web console.
- On the upper-left corner, click the center of the lock icon to open the Diagnostic Console.
- Click the Agents tab.
- Select the target machine.
- Click Test Connection to ensure that the Safe Lock agent can connect to the SLIM server.
- Click Debug Logging, and then Enable to activate debugging.
- Reproduce the problem.
- Click Debug Logging, and then Collect Debug Information to collect the logs and disable debugging.
The process may take a while to complete. Check the Debug Logging Status to monitor the progress.
- Click Download.
Safe Lock Intelligent Manager Server
- Log in to the Safe Lock Intelligent Manager web console.
- On the upper-left corner, click the center of the lock icon to open the Diagnostic Console.
- Under Intelligent Manager, enable Logging to start debugging.
- Reproduce the problem.
- Click Download Logs and specify the range of logs to be collected. The download will start automatically.
- On the SLIM server, open the command prompt as an administrator.
- Navigate to the following location: \\Program Files\Trend Micro\Safe Lock Intelligent Manager\CmdTools\Installer\Commands\.
- Run the CollectDebugLog.bat file.
- Collect the debug log on your desktop.
- Open services.msc and stop the Trend Micro Safe Lock Intelligent Manager service.
- Delete the contents of the following directories:
- \\Trend Micro\Safe Lock Intelligent Manager\Logs
- \\Trend Micro\Safe Lock Intelligent Manager\Web\ConsoleChannel\Logs
- \\Trend Micro\Safe Lock Intelligent Manager\Web\FastLaneChannel\Logs
- \\Trend Micro\Safe Lock Intelligent Manager\Web\SlowLaneChannel\Logs
- Start the Trend Micro Safe Lock Intelligent Manager service.
- Replicate the issue.
- Collect the logs in the four (4) directories mentioned above.