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Using the CDT to collect the information needed by Technical Support

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • 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

Collecting the information needed by Trend Micro Technical Support using the Case Diagnostic Tool (CDT).

Details
Public

To use the Case Diagnostic Tool, follow the steps below or watch an audio-video guide for instructions:

  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

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

      debug mode ON - Case Diagnostic Tool

    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

  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.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1055229
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