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Collecting Case Diagnostic Tool (CDT) logs in Apex One™ as a Service

    • Updated:
    • 29 Nov 2018
    • Product/Version:
    • Apex One™ as a Service X.X
    • OfficeScan as a Service X.X
    • Platform:
    • Windows Server 2012 32-Bit
    • Windows Server 2012 64-Bit
Summary

This article explains how to enable Case Diagnostic Tool (CDT) and collect CDT logs in Apex One™ as a Service.

Details
Public

To enable CDT and collect CDT logs:

  1. Click the letter of the Apex Central™ banner to open the Debug page.

    Apex Central

  2. Go to the Case Diagnostic Tool tab and click Start to start debug mode.

    CDT - Start

    After clicking Start, the session will be logged off, so please log in again.

  3. After logging in, navigate to the Debug page:
    • A message reminding you to start reproducing should be shown.
    • If the message is not shown, please wait a minute and refresh page.
    • Once the message is shown, you can start to reproduce the problem.

    CDT is progressing

  4. After reproduction is complete, click Stop to stop debug mode.

    CDT- Stop

    After clicking Stop, the session will be logged off again, so please log in again.

  5. After logging in, navigate to the Debug page. A message indicating that CDT is doing post-processing work should be shown. Wait about 5 minutes and then refresh the page.

    CDT is stopping

  6. A link containing the CDT result file should be shown. Click the link to download it.

    CDT link

In addition to the CDT tab, you may notice that there are other options.

Other CDT options

Only use the CDT tab and leave the other options for advanced use reserved for Trend Micro Technical Support.

The scope of CDT collection includes the following:

  • Basic information
  • TMCM DebugLog files
  • TMI DebugLog files
  • TMCM configuration files
  • TMI configuration files
  • TMCM Installation DebugLog files
  • TMCM Uninstallation DebugLog files
  • AgentMigrationTool DebugLog files
  • All Dr. Watson Log and Memory Dumps
  • ActiveUpdate Logs
  • IIS Logs
  1. Click the letter of the Apex One™ banner.

    Apex One as a Service

  2. Click Start Diagnostic Logging to start debug mode.

    Start diagnostic logging

  3. Reproduce the issue.
  4. Once done, click Stop Diagnostics.

    Stop diagnostics

  5. Click Stop Logging.

    Stop logging

    It will take a few minutes to prepare the diagnostic log.

    Diagnostic logging stopped

  6. Copy the link and forward it to Trend Micro Technical Support.

    Diagnostic logs complete

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1118773
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