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Where can I find the diagnostic program? - Kennisbank / ESET Endpoint Encryption / Diagnostics - ESET Tech Center

Where can I find the diagnostic program?

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Issue

  • You have been asked to generate a log using the diagnostic utility. 

Solution

Running the Diagnostics Utility 

The diagnostics utility gathers information about ESET Endpoint Encryption and ESET Full Disk Encryption that can not be obtained if you run it in another user context.

  1. Login to Windows as the user experiencing the problem.
  2. Click the following link to download the diagnostics utility: ESET Endpoint Encryption Diagnostics Utility
Download the tool each time

You should always download the tool before running it to ensure that you have the latest version.  Even if you have previously downloaded the tool, it may have been updated since your initial download.

VersionLast UpdatedSHA256 Hash
3.4.0.10513/08/2019772aa9589e5bcf7b0a30f58d0e8f7f98a8476512f99358668adb1795e199e071
  1. Run the diagnostics utility.
  2. Click Next.

Figure 1-1

  1. The diagnostics utility will collect the necessary information.

 

Figure 1-2

  1. While collecting information, the diagnostics utility will attempt to elevate to gather additional information.

    1. Users with Administrator rights: Click Yes to accept the UAC prompt.

Figure 1-3

  1. Users without Administrator rights: Click OK and enter Administrator credentials when prompted.

Figure 1-4

  1. Unable to run with Administrator rights: If it is not possible to elevate the diagnostics utility, then additional information may be requested.

    Click No to skip the Administrative component. If you entered the credentials incorrectly, click Yes and enter them again.

Figure 1-5

  1. The Admin activity window will now run. The diagnostics utility searches the system for specific EEE and EFDE files. It does not read, catalog, analyze or store anything relating to other files, unless if they are .dat files. In these instances, the file will be read to determine if it matches our specific header and ignored otherwise.

Figure 1-6

  1. Once the diagnostics utility has completed, a .zip file will be created on the Desktop with a filename beginning eediag_log followed by the current time and date in UTC format. 

Figure 1-7


About the Diagnostics Utility

The diagnostics utility gathers information about the machine's configuration and the user's settings. Information regarding the machine's Full Disk Encryption and the server cloud packets are kept in an encrypted state, which are inaccessible by anyone outside of your organization.

As of Version 3.3.0.88 and later, the following files may appear in the ZIP file:

FilenamePurposePresence
admin_log.txtContains information gathered via the Administrative component, locations of software files, Key-Files, active processes, driver information and disk informationAlways (Admin)
blat_log.txtContains information related to upgrade processes used during installation and upgrades

Always

current_dlploy.txtContains logging information about cloud communications within a managed environmentManaged
dlpcrashdumps.txtContains information about any components that have generated crash dumpsAlways
eediag_log_ Contains information gathered whilst running in the User context, including current Key-File state and some system informationAlways
evt_application.txtContains recent entries in the machines Application event logAlways
evt_crash.txtContains a log of all application crashes recorded in the Application event logAlways
evt_deslock.txtContains recent entries in the machines Endpoint Encryption event logAlways
evt_power.txtContains a log of power events, start up, shutdown and power interruptionsAlways
evt_system.txtContains recent entries in the System event logAlways
SafeStart.txtContains information reported by FDE Safe Start, if it was usedAlways
Services.txtContains information about all currently installed ServicesAlways
sysinfo.txtContains information that is normally sent back to an Enterprise ServerAlways
system.nfoContains an export from MSInfo32, a Microsoft system information toolAlways (Admin)
update_db.xmlContains encrypted copies of updates and responses when is used in a managed environmentManaged
x_dlploadr.binContains the FDE meta data, where x will be the drive letter the file was found onFDE Encrypted
_dlploy.txtContains logging information about cloud communications within a managed environment, one for each user profile foundManaged (Admin)
_esdirect.txtContains logging information for the auto-enrollment feature in a managed environment, one for each user profile foundManaged (Admin)
efde_ais_Contains logging information for the EFDE serviceEFDE Only
StatusContains information in relation to the current EFDE statusEFDE Only

Please do not modify the contents of the ZIP file.

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