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Files to collect when the Data Loss Prevention (DLP) agent is missing from the management console

    • Updated:
    • 6 Oct 2015
    • Product/Version:
    • Data Loss Prevention Endpoint 5.5
    • OfficeScan 10.6
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Datacenter Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2003 Datacenter
    • Windows 2003 Enterprise
    • Windows 2003 Standard
    • Windows 2003 Web Server Edition
    • Windows 2008 Standard
    • Windows 7 32-bit
    • Windows Vista 32-bit
    • Windows XP Home
    • Windows XP Professional
Summary

Know what files to collect and how to collect them if the agent is unable to report to the management console.

Details
Public

To collect the files:

  1. If the DLP agent service is running, run "sc query dsasvc" via the command prompt.
  2. Check if the agent can access the server by pinging it (i.e. ping <servername>).
  3. Get the dsa.prf file under C:\windows\system32\dgagent\.
     
    You can use Windows key + R key then type C:\windows\system32\dgagent\ to open the folder.
  4. Make sure that the value of link_ip found inside the ..\windows\system32\dgagent folder\dsa.pro file is the IP address of the DLP server. You have to reboot the agent service for the change to take effect. Below is an example:

    link_ip=<IP address of DLP server>
    link_port=8904
    max_queue_kbytes=100000
    usa_name_vad_on=true
    converter_dll=keyview
    disable_stop=false

  5. Enable the DLP debug log:
    1. Stop the agent service by typing "sc stop dsasvc".
    2. Copy the Logger.cfg file to C:\windows\system32.
    3. Start the agent service by typing "sc start dsasvc".
    4. Collect the debug log under C:\.

      The log file's name starts with "dlpdbg".

  6. Get the agent GUID value from HKLM\SOFTWARE\Provilla\AgentGuid registry.
  7. Get the controller log in server from .../home/dgate/prod/controller/logs.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1095479
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