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How to collect debug logs for Portable Security 3.0

    • Updated:
    • 27 Feb 2020
    • Product/Version:
    • Portable Security 3.0
    • Platform:
Summary

Know the steps on how to collect Portable Security debug logs, in Windows or Linux platform.

Details
Public

Scanning Tool (ST)

  1. Plug-in TMPS ST.
  2. On the TMPS3 SYS drive, navigate to the SmallDebugTool folder.
  3. Launch SmallDebugTool.exe to collect logs.
    1. Run SmallDebugTool.exe.
    2. Click Start Scanning Tool.
    3. Reproduce the problem.
    4. After the problem has been reproduced, enable Troubleshooting data that was collected.
    5. Click Stop Debugging Mode.
    6. Click Transfer Data.
    7. Click Close.
  4. Go to the endpoint that Trend Micro Portable Security Management Program installed. Launch “Trend Micro Portable Security 3 Diagnostic Toolkit” from Windows Start menu.
     
    If you are using a different endpoint, you can do the following:
    1. Plug-in the Trend Micro Portable Security Scanning Tool to the endpoint.
    2. Copy the SupportTool folder from the USB device into your local drive.
    3. Double-click the TMPSSuprt.exe file.
  5. Use the Trend Micro Portable Security 3 Diagnostic Toolkit to export the logs.
    1. In the Debug tab, select Load logs from the Scanning Tool and click Start.
    2. Connect the Scanning Tool to the endpoint and click Next. The storage path of the logs are indicated.
    3. Click Open Folder to navigate to the path. Locate and open the zip file to verify that the debug logs have been successfully generated.

If it fails to collect ST logs using the debug tool, please collect ST logs manually:

  1. Launch command prompt with administrator privileges.
  2. Move to the TMPS3 SYS drive.
  3. Enter the following command:

    Launcher.exe –st_debug <debug_log_target_directory>

    e.g. E:\Launcher.exe –st_debug C:\tmps_log_temp

  4. Try to reproduce the problem, then find the specified directory and collect the files.

Management Program

  • MP usage issues
    1. Go to the endpoint that Trend Micro Portable Security Management Program installed. Launch “Trend Micro Portable Security 3 Diagnostic Toolkit” from Windows Start menu.
       
      If you are using a different endpoint, you can do the following:
      1. Plug-in the Trend Micro Portable Security Scanning Tool to the endpoint.
      2. Copy the SupportTool folder from the USB device into your local drive.
      3. Double-click the TMPSSuprt.exe file.
    2. In the [A] Debug tab, select Diagnose synchronization and usage issues, and click Start.

    3. Reproduce the problem encountered by Trend Micro Portable Security.
    4. Click Collect Data.
    5. Click Finish.
    6. Click Open Folder to navigate to the path.
    7. Locate and open.
  • Installation issue in MP&ST Agent
    1. Go to the endpoint that Trend Micro Portable Security Management Program installed. Launch “Trend Micro Portable Security 3 Diagnostic Toolkit” from Windows Start menu.
       
      If you are using a different endpoint, you can do the following:
      1. Plug-in the Trend Micro Portable Security Scanning Tool to the endpoint.
      2. Copy the SupportTool folder from the USB device into your local drive.
      3. Double-click the TMPSSuprt.exe file.
    2. In the [A] Debug tab, select Diagnose installation issues, and click Start.

    3. Attempt to install the Management Program.
    4. Click Collect Data.
    5. Click Finish.
    6. Click Open Folder to navigate to the path. Locate and open the zip file to verify that the debug logs have been successfully generated.
  1. Collect troubleshooting logs for issues that occur during using TMPS for Linux scanning. Refer to the following:

    $sudo ./LanucherLinux.bat —debug -c scan [target folder] > /tmp/tmps.log 2>&1
    $dmesg > /tmp/dmesg.log

  2. Send the following files to Trend Micro for further analysis
    • /tmp/tmps.log
    • /tmp/dmesg.log
    • /var/log/syslog
Premium
Internal
Partner
Rating:
Category:
Configure; Troubleshoot
Solution Id:
000245376
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