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Collecting debug logs from Trend Micro Safe Lock

    • Updated:
    • 20 Dec 2019
    • Product/Version:
    • Safe Lock 2.0
    • Safe Lock TXOne Edition
    • Platform:
    • N/A
Summary

Learn how to generate debug logs from Safe Lock Agent or Safe Lock Intelligent Manager (SLIM) Server.

Details
Public

Safe Lock Agent

  1. Open the Diagnostic Toolki and enable full logging.
    1. Open the Trend Micro Safe Lock installation folder. By default, it is located in C:\Program Files\Trend Micro\Safe Lock.
    2. Run the WKSupportTool.exe file.
    3. Provide the Trend Micro Administrator or Restricted User password and click OK.
    4. On the [A] Debug tab, select Output error logs and debug information and Output driver debug information.
    5. Click Apply.
  2. Reproduce the problem.
  3. Collect the diagnostic logs.
    1. Re-open the Diagnostic Toolkit.
    2. 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.
    3. Click OK when finished.
    4. Click Collect Debug Log.
    5. 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.

  1. Log in to the Safe Lock Intelligent Manager web console.
  2. On the upper-left corner, click the center of the lock icon to open the Diagnostic Console.
  3. Click the Agents tab.
  4. Select the target machine.
  5. Click Test Connection to ensure that the Safe Lock agent can connect to the SLIM server.
  6. Click Debug Logging, and then Enable to activate debugging.
  7. Reproduce the problem.
  8. 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.
  9. Click Download.
​

Safe Lock Intelligent Manager Server

  1. Log in to the Safe Lock Intelligent Manager web console.
  2. On the upper-left corner, click the center of the lock icon to open the Diagnostic Console.
  3. Under Intelligent Manager, enable Logging to start debugging.
  4. Reproduce the problem.
  5. Click Download Logs and specify the range of logs to be collected. The download will start automatically.

  1. On the SLIM server, open the command prompt as an administrator.
  2. Navigate to the following location: \\Program Files\Trend Micro\Safe Lock Intelligent Manager\CmdTools\Installer\Commands\.
  3. Run the CollectDebugLog.bat file.
  4. Collect the debug log on your desktop.

  1. Open services.msc and stop the Trend Micro Safe Lock Intelligent Manager service.
  2. 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
  3. Start the Trend Micro Safe Lock Intelligent Manager service.
  4. Replicate the issue.
  5. Collect the logs in the four (4) directories mentioned above.
​
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Rating:
Category:
Troubleshoot
Solution Id:
000149888
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