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Using the Case Diagnostic Tool (CDT) to collect the information needed by Technical Support

    • Updated:
    • 7 May 2020
    • Product/Version:
    • Apex One 2019
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan 11.0
    • OfficeScan XG
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 32-Bit
    • Windows 2003 64-Bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 2016
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
Summary

Collect information needed by Trend Micro Technical Support using CDT.

Details
Public

Download the CDT available in the Trend Micro Download Center.

Starting from October 2019, there is a second version of Case Diagnostic Tool (CDT) 2019 (Apex One Exclusive) available for log collection purposes. If you are using OfficeScan version 11.0, XG, Apex One or Apex One Central, CDT 2019 (Apex One Exclusive) is recommended as it is lite weight and faster than the traditional CDT.

CDT 2019 (Apex One Exclusive) also allows log collection without restarting product related services and processes.

The following will be collected when running CDT:

  • Registry information related to the OfficeScan/Apex One client and server
  • Running services
  • Task list
  • List of registered programs installed
  • System info
  • OfficeScan/Apex One client and server configuration files
  • Client and server log files
  • Install log
  • Patch log
  • Web Server logs (Server)
  • Operating system Application and System Event logs
 
Follow the steps below or watch this audio-video guide for instructions.
 

 

To use the Case Diagnostic Tool:

  1. Download the CDT zip file.
     
    Make sure to select the latest version available for your operating system.
     
  2. Extract all the content of the zip file into a local directory on your computer.
  3. Run the CDT.
  4. Start the application.
    1. Accept the agreement.

      License Agreement - Case Diagnostic Tool

    2. Click Start.
      A window appears showing Trend Micro products being detected.

      Detecting Trend Micro products - Case Diagnostic Tool

  5. Select the products installed.

    Select the products installed - Case Diagnostic Tool


    If more than one product is detected, scroll down to display all the other events and components, and select them.
  6. Debug Windows. If you are able to reproduce the issue:
    1. Click Start Debug Mode.

      Start Debug Mode - Case Diagnostic Tool

      If you are using CDT 2019 (Apex One Exclusive), you may choose not to restart services when collecting logs from an agent.

      Start debug mode

    2. Wait for the debug mode to change to “ON”.

      debug mode ON - Case Diagnostic Tool

      If you choose not to restart services when collecting logs, you will see the following:

      Debug mode is currently on.

      Debug mode is currently on

    3. At this point you are ready to reproduce the issue. Collect a screenshot of any message you might see on the screen.
    If you are not able to reproduce the issue, or debug is not required, then you can click Skip and go to Step 7.
  7. Once the issue has been reproduced, click Stop Debug Mode and it will be turned off.

    Stop Debug mode - Case Diagnostic Tool

    For CDT 2019 (Apex One Exclusive), if you choose not to restart services when collecting logs, click on Stop Debug Mode Without Restarting Services.

    Stop Debug Mode

    After encountering an unexpected CDT exit, start CDT again and make sure the debug mode is off after clicking Stop Debug Mode.

    If CDT keeps exiting unexpectedly, seek further assistance from Trend Micro Technical Support.

  8. Collect the logs.
    1. Name a folder where the logs will be saved.
    2. Select "Today's logs".

      Select Today's log - Case Diagnostic Tool

    3. Write any comment you want to add, or a detailed description of the issue (if not already provided). If you have nothing to add, just write “nothing to add”.
       
      You need to write something here. Otherwise, you will get this error message:
       

      Case Diagnostic Tool error message

  9. Generate the logs.

    Generating diagnostic data - Case Diagnostic Tool


    When the application is complete, a new folder and zip file will be created in the directory you named in Step 8a.

    Diagnosis completed - Case Diagnostic Tool

  10. Click Open Folder to open the folder where the CDT report was saved.
  11. Click Finish to close the CDT.
  12. Provide CDT logs to Trend Micro Technical Support for further analysis.

     
    If the generated CDT package could not be unpacked using Winzip or the Windows file compressor, try unpacking it with 7zip.
     

The following are known issues when using CDT:

  • If CDT crashes or is stopped due to a system restart, some of the OfficeScan modules may still be operating in debug mode. In this case, start CDT again and make sure the debug mode is off after clicking Stop Debug Mode.

    If CDT keeps exiting unexpectedly, manually turn off the debug mode by changing the config files. Refer to this KB article: Disabling Case Diagnostic Tool (CDT) when it hangs during agent debug mode in OfficeScan (OSCE) for the steps.

  • Sometimes, CDT generated log packages could not be unpacked using Winzip or the Windows file compressor. If this happens, try unpacking them with 7zip.
Premium
Internal
Partner
Rating:
Category:
Troubleshoot
Solution Id:
1055229
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