How to use a custom configuration file to gather Symantec Protection Center (SPC) 2.x Diagnostic Log's in verbose mode and send them to technical support.

Article:TECH165885  |  Created: 2011-07-28  |  Updated: 2011-08-23  |  Article URL http://www.symantec.com/docs/TECH165885
Article Type
Technical Solution


Issue



How to use a custom configuration .xml file to gather and submit verbose diagnostics log's for Symantec Protection Center (SPC) 2.x to technical support.


Environment



Symantec Protection Center (SPC) 2.x / Supported Web Browser.


Cause



SPC 2.x verbose diagnostic information has been requested by Symantec Support.


Solution



The following information will allow you to enable verbose logging on your SPC 2.x appliance utilizing a custom configuration file. The gathered logs will then be submitted to Symantec Support. Each step is detailed below.

Enabling Verbose Logging
 

  1. Using a supported browser navigate to the Symantec Protection Center (SPC) 2.x Web interface and log in. 
    The typical address is: https://<your hostname or IP Address>/Symantec/ProtectionCenter
  2. Verify that Symantec Protection Center is selected as the main Security Application. If it is not, left click on the Security Application displayed and select the Symantec Protection Center Application.
  3. Navigate to the Admin menu in the header.
  4. Select Message Logging .
  5. Select the Verbose option, then select Save in the bottom right corner.

Issue Replication

After enabling verbose logging you are ready to begin replicating the issue being reported. If you have been instructed to enable verbose logging for a certain time period, please do so. After you have completed the issue replication and generated a sufficient amount of log information, please submit the gathered logs to Symantec Support.

Submitting Logs

After generating the logs you need to submit them to support. There are 2 methods to send a diagnostic file to technical support once it has been created.  The diagnostic file can be sent to a Symantec provided FTP location using Protection Center or saved locally to your workstation, a network share or USB drive and then emailed. The log files will be encrypted during the gathering phase and can only be decrypted by support.

The process below includes the steps required to utilize a custom configuration file provided by technical support. If one was not provided to you, please utilize the default item selections and fill in the rest of the information as detailed below.

FTP instructions
To send the Diagnostics File via FTP to Support from within Symantec Protection Center (SPC) 2.x
perform the following.

  1. Verify that Symantec Protection Center is selected as the main Security Application. (See above)
  2. Navigate to the Admin menu in the header.
  3. Select Support Diagnostics from the drop down.
  4. Select the Create a New Support Case button.
  5. Enter the case number provided by Technical Support in the Customer Support Information field.
    • Note: Use only the 9 numbers provided, no spaces or dashes EX: 987654321 
  6. In the Configuration File section select the Use a custom configuration file radial box.
  7. Select the Browse button, navigating to the location where you saved the custom configuration file provided by support.
  8. Select the file, then select Open. You are returned to the previous screen and a properly validated file will cause the file name field to turn green. (See below)
  9. After selecting the Use Protection Center to send the file radio button under the Diagnostics File Transfer Settings section complete the rest of the fields using the information provided by your support technician if different from below:
     
    • Symantec FTP server URL: enter ftp.entsupport.symantec.com
    • FTP Directory: enter /pub/support/incoming/987654321 (see step 5 above) 
    • User name: and Password: use the information provided by support
    • Port: keep the default port of 21

The screen should be filled out similar to the screen shot below.

  

 After clicking OK the Diagnostics file will be created and then uploaded.  

After the file has been built and uploaded successfully the FTP Status will list as Complete similar to the screen shot below.   At this point the diagnostics file can be saved locally for archive purposes, or in the event of a failed FTP attempt it can be saved and emailed to support.  Click on the Save Diagnostics File button to save a local copy or Send Diagnostics to Support to try and send the file a second time.

Saving files locally
To Save the Diagnostics File locally to be sent to Support from outside of SPC 2.x perform the following.

  1. Verify that Symantec Protection Center is selected as the main Security Application. (See above)
  2. Navigate to the Admin menu in the header.
  3. Select Support Diagnostics from the drop down.
  4. Select the Create a New Support Case button.
  5. Enter the case number provided by Technical Support in the Customer Support Information field.
    • Note: Use only the 9 numbers provided, no spaces or dashes EX: 987654321
       
  6. In the Configuration File section select the Use a custom configuration file radial box.
  7. Select the Browse button, navigating to the location where you saved the custom configuration file provided by support.
  8. Select the file, then select Open. You are returned to the previous screen and a properly validated file will cause the file name field to turn green. (See below)
  9. Under the Diagnostics File Transfer Settings select the Do not use Protection Center to send the file radio button.
  10. Click OK.

After the file has been built the Status will list as Complete and can be saved locally.  Click on the Save Diagnostics File button to save a local copy or Send Diagnostics to Support to provide FTP information and send the files to Technical Support.

Final Steps

Please remember to turn your system back to Normal Logging, if you have not already done so.

If you wish you can verify the upload of the files by using your favorite FTP program, or by using your browser to visit the FTP site provided to you by support. Utilize the same username and password you used during the upload process.

Notify your support technician via email, or via a comment on the Symantec Support site.





Article URL http://www.symantec.com/docs/TECH165885


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