How to Run Load Point Analysis for Symantec Support
|Article:TECH203028|||||Created: 2013-02-21|||||Updated: 2013-11-08|||||Article URL http://www.symantec.com/docs/TECH203028|
Symantec Support has requested Load Point Analysis in order to troubleshoot an issue
SymHelp is a cross-product diagnostic utility designed for troubleshooting and identifying common issues that customers encounter.
To run Load Point Analysis for Symantec Support:
Start Symantec Help (SymHelp). To download, see the following page:
Once you launch SymHelp, it first verifies the version status with Symantec. This requires an internet connection. If there is a newer version of SymHelp available, SymHelp updates itself automatically.
Once verification is complete, click I accept the EULA. This launches SymHelp.
Under "Threat analysis tools," select Symantec Load Point Analysis.
The Symantec Load Point Analysis window appears. To change the Load Point scan settings or proxy settings (if any), click Settings, make any required changes, and then click OK. Otherwise, click Scan.Note: When submitting a Load Point Analysis to Support do not uncheck the default option 'Collect SEP data for a Symantec Support case'. This data is usually required by Symantec Support for undetected threat cases.
Once the scan is complete, the report displays any suspicious files or processes detected by Symantec. Click Copy files to a folder... to save the suspicious files to a folder of your choice. Otherwise, you may close the report window.
Note: Files should never be submitted to Technical Support, but only to the online submission site. To submit these files for analysis, you must compress the file into a .zip archive. Do not include more than nine (9) files per archive. The archive should not be more than 10 MB in size, nor should you password it. See Related Articles for more information on submitting suspicious files, or click here.
To collect the Load Point Analysis report for Symantec Support, click Save.
In "Save the report file," under "Customer Information," type your name, company, case number, contact information and brief description of your issue into the appropriate boxes. Click Browse to select a location to which you would like to save the SymHelp log file (by default, this location is within the folder where you saved SymHelp.exe).
To only save a local copy of the report, click Save.
To save a local copy and also upload the SymHelp logs to the Symantec FTP server, click Save and send to Symantec Support. When prompted, click Yes to continue the upload.
Note: the upload to the FTP server requires an internet connection.
After the data file is successfully uploaded, the entire path to the file is displayed. Provide this path, which starts with
ftp://ftp.entsupport.symantec.com, to the Symantec Technical Support Technician.
To create a case with Symantec Technical Support using MySymantec or by phone, see the following page:
Contact Business Support
Article URL http://www.symantec.com/docs/TECH203028