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Using the Support Connector Tool to collect logs for troubleshooting Apex One On-premise agent issues

    • Updated:
    • 16 Jan 2020
    • Product/Version:
    • Apex One 2019
    • Platform:
    • Windows
Summary

Support Connector is a tool that can automatically collect debug logs without user interaction. It can be used to troubleshoot issues that are hard to reproduce.

This article discusses how to deploy/use this tool.

Details
Public
  • Apex One agent is able to access Microsoft Azure
  • No ACL on https (i.e. TCP 443 port)
  1. Get the Support Connector Tool from your Technical Support contact.
  2. Install the tool on the Apex One agent:
    1. Extract SupportConnector.zip to a normal folder (e.g. C:\temp).
    2. Open a Window Command Prompt (run as Admin) in the folder where SupportConnector.exe exists.
    3. Enter the command “SupportConnector.exe /install” to install.
    4. Check if the installation was successful or not:
      • Support Connector exists (e.g. “C:\Program Files (x86)\Trend Micro\SupportConnector\SupportConnector.exe”).
      • There is a task in the Windows Task Scheduler.

        Support Connector Tool

 
You can also deploy the tool via Microsoft System Center Configuration Manager (SCCM) or other management software.

Based on different scenarios, you may need to provide different information to your Technical Support contact.

 
It is strongly recommended to deploy Support Connector Tool right after installing the Apex One server and agents.

When opening Technical Support cases, you would be required to provide the following information to your Technical Support contact, depending on the issue:

  • Apex One server GUID is a must.
  • Apex One agent GUID is needed when you have a clear target. If the issue randomly happened, Apex One Server GUID is used to collect information from all agents.

Server GUID can be retrieved via Apex One web console > Agents > Agent management.

Support Connector Tool

Refer to KB article 1057525 to get the Agent GUID. You may also export it via Apex One web console > Agents > Agent management.

Support Connector Tool

Depending on the troubleshooting scope, the Support Connector Tool may collect the following information:

  • User account
  • Host name
  • Domain name
  • IP address
  • MAC address
  • File name
  • File path
  • URL
Premium
Internal
Partner
Rating:
Category:
Troubleshoot; Deploy
Solution Id:
000232603
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