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

   

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

   

4. Click Start Diagnostic Logging.

   

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

   

7. Click Collect Data for log processing.

   

8. Click Finish to get the prepared log files.

   

9. Click Open Folder to navigate to the path.

   

10. Locate log path and open.

    

Windows platform

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

      

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

      

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

      

   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.

      

   7. After data saving, click the Transfer Data.

      

   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.

      

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.

      

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

      

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

      

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

      

   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.

      

If collecting debug logs using SmallDebugTool fails, collect manually:

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.

   

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

• 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.

   

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

   

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

   

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

   

6. Click Finish.

   

7. Click Open Folder to navigate to the path.

   

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

   

• 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.

  

  Action: Take a picture of the error message.

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

  

   

  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'.

       

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

       

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

       

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

     

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

  Action:

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

    

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