How to remotely request for a diagnostic file (WSDIAG) for WithSecure Elements Endpoint Protection products from the Elements portal:
If there is an issue with a device in your managed accounts, the WithSecure Elements portal administrator can select the device and make a request to the customer, who allows an WSDIAG file (diagnostic data) to be collected and uploaded to the portal. The diagnostics file is essential in finding out more about the issue and its root cause.
This functionality is available for Elements Agent for Windows, both servers and computers, and for Elements Mobile Protection.
- Log into the Elements portal, and go to the relevant customer account from the scope-selector drop-down menu, if you are managing multiple accounts.
- Once in the correct account, navigate to the Environment > Devices page, and click on the device (the device that has the issue and for which the wsdiag file is needed).
- This opens up a page with the device details and a menu will appear at the bottom of the page.
- Select Diagnostic operations > Request Diagnostic file at the bottom of the page, then select Request diagnostic file and click Request. Note: For privacy purposes, a notification appears for the end user on Windows devices; this does not appear on the server side.
- To check that the request has been sent to the user, in the customer account, navigate to the Environment > Devices page and click on the three dots on the right side of the page and select Manage operations. Check if there is an Wsdiag operation in the list with the status "Waiting for delivery to the device".
- Make sure that the user allows the diagnostic file (WSDIAG) to be collected. To do this, the user must click Allow once they see the notification on their device.
- When the user has allowed the diagnostic (WSDIAG) file to be collected, in the customer account, go back to the Manage operations page and check if the status has now changed to "Success, operation was performed".
- On the Manage operations page, get the reference number for the WSDIAG file created and include this number in the Support ticket to WithSecure Support. In the Support ticket, WithSecure can see the reference number and can download the file for further investigation. You can download the wsdiag by clicking the three dots in the Action column.
Note: The WSDIAG file is automatically deleted after two weeks from the portal.