Issue

• Unable to resolve an issue with ESET products running on a Linux machine

Solution

Windows users  | macOS users 

If you are experiencing issues with ESET products running on Linux machines, ESET Technical Support may ask you to run the info_get.command and send them the logs so that they can troubleshoot your issue.

To run this command, follow the steps below:

1. Use an application like Putty to Secure Shell (SSH) into the affected machine and log in as root.
2. Use the following command to download ESET Log Collector:
   
   wget https://help.eset.com/eset_tools/info_get.command.zip 
   
3. Use the following command to unpack the zip file:
   
   unzip info_get.command.zip 
   
   
   
4. Run the following command:
   
   chmod +x info_get.command
   
   
   
   
5.  Then run the following command:
   
   ./info_get.command 
   
   
6. After the logs have been collected you will see a message directing you to send the generated customer_info.zip or customer_info.tgz file to technical support. This file will be located on your desktop. Attach the file to an email reply to ESET technical support.
   
   You must have a case open to receive support from ESET Technical Support. Open a case with ESET Technical Support.