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Using SymHelp, how do we collect the Load Point Analysis Logs and Submit the same to Symantec Technical Support Team.

Created: 19 Feb 2013 • Updated: 21 May 2013 | 6 comments
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Mithun Sanghavi's picture
+18 18 Votes
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Hello,

SymHelp is a cross-product diagnostic utility designed for troubleshooting and identifying common issues that customers encounter.

SymHelp is designed to support the Symantec Endpoint Protection 12.1 RU2 and Windows 8 & Windows 2012 Operating Systems.

In case if you try running the Legacy SEP Support Tool on the machine with Windows 8 / Windows 2012 Operating System OR Symantec Endpoint Protection 12.1 RU2, then you may receive the error as below:

 

Supported Products

Currently SymHelp supports the following Symantec products:
  • Symantec Backup Exec 11d to 2012   
  • Symantec Backup Exec System Recovery 6.5 to 8.x
  • Symantec Data Loss Prevention 11.0 and later
  • Symantec Endpoint Protection 11.0 and later
  • Symantec Mail Security for Microsoft Exchange 6.5.2 and later 
  • Symantec System Recovery 2010 to 2012 

Check these Articles:

About Symantec Help (SymHelp) http://www.symantec.com/docs/TECH170735

Symantec Help (SymHelp) http://www.symantec.com/docs/TECH170752

Download Instructions
 
1.       Click Download Symantec Help from 
 
 
2.       On the File Download dialog, click Save
 
 
3.       Select the location to where you want the file saved, and click Save
 
4.       Go to the location of the downloaded file and double-click the SymHelp.exe icon.
 
Here are the Steps on how to collect the SymHelp Load Point Analysis Logs for the Symantec Support.
 
1) Once Symantec Help (SymHelp) application is Run, it would first verify with Symantec Server on the Version Status.

This Requires Internet Connection.

 
 
 
2) If there is a newer Release of SymHelp, it would download the same and update itself automatically.
 
New1_0.JPG
 
 
 
3) Click on "I accept the EULA" and you would see the "Symantec Help" getting launched.
 
 
 
4) You would see the Home Screen of "SymHelp". Please Select the Correct Products for which you have to submit the SymHelp Logs.
 
Check the box of "Symantec Load Point Analysis" and then click on "Click to Start Scan"
 
1_loadpoint.JPG
 
 
5) The Load Point Analysis window would appear.
 
 
 
6) Click on "Settings" Button to change the Load Point Scan Settings and Proxy Settings (if any) and Click OK.
 
 
 
 
7) Click on "Scan" Button as shown in Point 5 to Scan the machine with Symantec Load Point Analysis.
 
 
 
 
8) Once done with Scanning, the Symantec Load Point Analysis would show the Report as below:
 
 
The Report would show Suspicious files, processes which are being detected by Symantec.
 
By Clicking on the Button "Copy files to a Folder" would  let you could save the suspicious files to a particular directory of your choice.
 
Please zip the folder/s. Make sure that zip file does not include more than 9 files and /or 10MB of size.
 
To understand more, check this Article: 
 
9) To collect the SymHelp Load Point Analysis Logs for the Symantec Support, click on "Save"
 
 
 
10)  Insert all the Customer Information to Save the Report File, Browse to the Location to which you would like to Save the SymHelp Log file (Default Location would be the same location from where SymHelp.exe has been Run) and then click on "Save" Button.
 
 
 
 
 
11) SymHelp would start the saving the file to the Destination Location.

 

 

 

12) By Default, Saved Location would be the same location from where SymHelp.exe has been Run.

 

 

13) In case if we click on "Save and Send to Symantec Support", it would save and upload the SymHelp Logs to the Symantec FTP server.

The upload to the FTP server would require internet connection.

You would have to give the entire path to the Symantec Technician when required.

 
 
 
 
 
14) In case you need to Submit the Load Point Analysis and Full Data Collection Report, you may need to follow the steps provided in the Article:
 
 
and then click on Save Button to save the full  Load Point Analysis and Full Data Collection Report in the .sdbz Format.
 
 
 
15) Once the Full Report is Saved, you may submit the Load Point Analysis and Full Data Collection Report to the Symantec Technical Support Team.
 

In case, you haven't created any support case, please follow the steps provided in the Article below: 

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

How to update a support case and upload diagnostic files with MySupport

http://www.symantec.com/docs/TECH71023

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_t...

Hope that helps!!

 

Comments 6 CommentsJump to latest comment

SiddharthVenkatachalam's picture

Symhelp loadpoint analysis error.JPGI get this error  when I try to do loadpoint analysis. Can you throw some light in to the above issue?

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John Santana's picture

How can I click on the Accept EULA button ? it seems it hangs ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

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Mithun Sanghavi's picture

Hello,

The Latest version of SymHelp v2.1.12 has been released. 

Primary additions include full localization support and the addition of the BE hardware troubleshooting report. With the language selection you can select your preferred language at any time. This enables gathering the information in one language and reviewing it in another language. 

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

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Praveen Ayappan's picture

Hi Mithun,

 It would be great if you could update this page with the screenshots from the latest SymHelp tool

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Mick2009's picture

The latest release of SymHelp includes enhanced capabilities for threat detection and removal.  For details, please see:

 

About the Threat Analysis Scan
http://www.symantec.com/docs/TECH215550

How to run the Threat Analysis Scan in Symantec Help (SymHelp)
http://www.symantec.com/docs/TECH215519

Many thanks!

Mick

With thanks and best regards,

Mick

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