Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

How to collect debug logs for Trend Micro Portable Security (TMPS) 3.0

    • Updated:
    • 5 Jul 2021
    • Product/Version:
    • Portable Security 3.0
    • Platform:
Summary

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

Details
Public
  1. Refer to the endpoint where TMPS Management Program is installed.
  2. Launch TMPS 3 Diagnostic Toolkit from Windows Start menu.

    Module state

  3. In the [A] Debug tab, select "Diagnose synchronization and usage issues", and click Start.

    Module state

  4. Click Start Diagnostic Logging.

    Module state

  5. Reproduce the issue encountered by TMPS.
  6. .After issue is reproduced, go back to the Diagnostic toolkit and click Stop Diagnostic Logging.

    Module state

  7. Click Collect Data for log processing.

    Module state

  8. Click Finish to get the prepared log files.

    Module state

  9. Click Open Folder to navigate to the path.

    Module state

  10. Locate log path and open.

    Module state

Windows platform

  1. Enable Scanning Tool debug log.
    1. Plug-in TMPS Scanning Tool to the endpoint and navigate to the “TMPS3 SYS” drive.

      Module state

    2. Launch SmallDebugTool.exe under SmallDebugTool folder to collect logs.

      Module state

    3. Debugging wizard will start automatically. Click Start Scanning Tool.

      Module state

    4. TMPS Scanning tool will start on debug mode.
    5. Reproduce the issue with the scanning tool.
    6. When the issue is reproduced, select “Troubleshooting data has been collected” and click Stop Debugging Mode.

      Module state

    7. After data saving, click the Transfer Data.

      Module state

    8. The program will start transferring the logs to the Scanning Tool. It may take a while for the process to complete.
    9. After debug log is collected, click Close.

      Module state

  2. Export log from Scanning Tool.
    1. Plug TMPS to the machine which is ready to export debug log.
    2. Launch to the “TMPS3 SYS” drive and click the "SupportTool" folder.

      Module state

    3. Choose that directory which is appropriate for your environment and execute TMPSSuprt.exe.

      Module state

    4. In the Debug tab, select Load logs from the Scanning Tool and click Start.

      Module state

    5. Connect the Scanning Tool to the endpoint and click Next. The storage path of the logs are indicated.

      Module state

    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.

      Module state

If collecting debug logs using SmallDebugTool fails, collect manually:

 
Manual collection of debug logs only supports machines which DO NOT have Management program or Scanning tool agent installed.
 
  1. Launch Command prompt with administrator privileges.
  2. Launch to the TMPS 3 SYS drive.
  3. Create a folder for log files storage. As an example, C:\tmps_log_temp.
  4. Enter the following command:

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

  5. The Scanning tool will launch.
  6. Reproduce the issue.
  7. After issue is reproduced, close the scanning tool program.
  8. Find the specified directory and collect the files.

    Module state

Linux platform

  1. Collect troubleshooting logs for issues that occur during using TMPS for Linux scanning. Refer to the following:

    $sudo ./LanucherLinux.sh —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
Download LocalDumps.zip.
  • Steps to enable full dump:
    1. Unzip the LocalDumps.zip as attached.
    2. Run "enable.bat" as administrator.
    3. Reboot the machine. The system is configured to collect the dump.
    4. Reproduce the issue/bug.
    5. If any crash happens, you can get the dump file from C:\dump.
  • Steps to disable full dump:
    1. Run "disable.bat" as administrator.
    2. Reboot the machine.
 
 
  1. Plug TMPS to the machine which encounter the installation issues.
  2. Launch to the “TMPS3 SYS” drive and click the “SupportTool” folder.

    Module state

  3. Choose directory which is appropriate for your environment and execute TMPSSuprt.exe.

    Module state

  4. In the Debug tab, select "Diagnose installation issues" and click Start.

    Module state

  5. Installation Diagnostic Tool will be launched, then click Collect Data.

    Module state

  6. Click Finish.

    Module state

  7. Click Open Folder to navigate to the path.

    Module state

  8. Locate and open the Zip file to verify that the installation logs have been successfully collected.

    Module state

  • Condition 1: An unexpected message was shown when booting device from TMPS Rescue disk. The error may likely be kernel panic or another error message at boot screen.

    Module state

    Action: Take a picture of the error message.

  • Condition 2: Error message, "Unrecognized disk. The partition type is not supported."

    Module state

     
    For the error message, "Unrecognized disk", before collecting log, check the following configurations/settings which are not supported by TMPS3 Rescue disk function:
    • Encrypted Disks and Partitions
    • SCSI Disks
    • RAID Disks
    • EFI Secure Boot
    • Windows Fast Boot or Fast Startup
    • Hibernation
     

    Action:

    1. Boot Rescue disk with debug mode.
      • For Legacy BIOS, boot with Rescue Disk. Click tab, add "dbg", then hit 'Enter'.

        Module state

      • For UEFI boot with Rescue Disk. At boot menu, hit 'E' to edit boot option.

        Module state

        Add “dbg” at the end of tmps, then hit “F10” to exit.

        Module state

    2. Take a screen shot after boot load, then hit 'Enter' to continue.

      Module state

  • Condition 3: Any other Rescue disk operation or scanning issues.

    Action:

    • For Windows platform, copy the TMRescueDisk folder located under %SystemDrive% like C:\ drive.

      Module state

    • For Linux platform, copy the TMRescueDisk folder located under the root directory.

      Module state

Premium
Internal
Partner
Rating:
Category:
Configure; Troubleshoot
Solution Id:
000245376
Feedback
Did this article help you?

Thank you for your feedback!


*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.