Issue:
This article describes the steps to generate WSdiag( formerly fsdiag) debug, also known as full logging, logs for Elements EPP for Computers, Elements EPP for Servers, Client Security 14 and Server Security 14 or later.
Debug diagnostic logs are needed in some instances by technical support to investigate problems in more detail.
Resolution:
When full debug logging is enabled, an WSdiag will gather more in depth and additional log files, which help in some problem investigations.
Debug logging can be enabled directly from the WithSecure user interface in the following products: Elements EPP for Computers, Elements EPP for Servers and Client Security 15.10 and later. or Debug logging can also be enabled using the Elements Security Center from with Endpoint protection portal.
Option-1: Steps how to enable advanced debug logging (full logging) on a Windows system for:
- Open the WithSecure product user interface
- Select Settings (Cogwheel icon)
- Select Edit settings
- Click Yes on User Account Control prompt (provide admin credentials if requested)
- Select Support
- In the Tools section, enable debug logging by tapping the On/Off switch below Debug logging helps customer support to analyze issues.. -text
- Reproduce the steps that caused the original problem, take note of exact time of the problem
- Generate an WSDIAG diagnostic file by following the steps explained in this link: How to create or generate a WSDIAG diagnostics file on a Windows computer? - WithSecure Community
- Open the WithSecure product user interface
- Select Settings (Cogwheel icon)
- Select Edit settings
- Click Yes on User Account Control prompt (provide admin credentials if requested)
- Select Support
- In the Tools section, disable debug logging by tapping the On/Off switch below Debug logging helps customer support to analyze issues.. -text
Option-2: Steps how to enable advanced debug logging (full logging) operation from the Elements Endpoint Protection Portal (Only for Windows OS)
- Login to the Elements Security Center at
https://elements.withsecure.com/
- Select Endpoint Protection using the Navigation bar in left side.
- Select Devices using the Navigation bar.
- Select one or more devices by checking the checkbox in front of the device.
- From the Diagnostic operations button, select the option Turn on debug logging.
- Select an option for how long to enable debug logging. The default option is 2 hours.
- Click the Turn on button.
- Reproduce the problematic operation.
In case the option described above are not available or not working, follow the steps below:
- Download the debug tool from download.withsecure.com/support/tools/CCF-logging-tool/fsloglevel.exe
- Double click fsloglevel.exe
- Select Full Logging
- Click OK
- Restart the computer
- Reproduce the steps that caused the original problem, take note of exact time of the problem
- Generate an WSDIAG diagnostic file by following the steps explained in this link: How to create or generate a WSDIAG diagnostics file on a Windows computer? - WithSecure Community
- Run the fsloglevel.exe tool a second time after submitting the logs
- Click on Normal Logging to turn off the debug mode (debug mode slows down the machine slightly)
Article no: 000009164
https://elements.withsecure.com