How to collect debug logging data for a Symantec Support case

Article:TECH210537  |  Created: 2013-09-12  |  Updated: 2015-04-14  |  Article URL
Article Type
Technical Solution


Need to provide debug logging data for a Symantec Support case


When advised to gather debug logs by a Symantec Support technician you can configure Symantec Help (SymHelp) to enable and disable debug logging for some supported Symantec products as part of the data gathering scan.  The supported Symantec products for this feature are as follows:
Endpoint Protection Client
Mail Security for Microsoft Exchange
For instructions on how to use SymHelp to gather data from a system:
When gathering data for a Symantec support case with SymHelp you will encounter the following scan options dialog:
If one of the Symantec products you selected supports SymHelp debug logging, the checkbox option to enable product debug logging for that product will appear. Support with either instruct you to check the relevant product in the Debug Logging section of this dialog or they will also advise you to click on the Advanced… button in order to configure a non-default debug logging configuration.
If you click on the ‘Advanced…’ button you will be presented with an additional dialog that will contain one or two tabs. Each tab represents a supported Symantec product for which SymHelp has debug logging capabilities.
For instructions on how to use the Advanced debug logging dialog:
If you enable some type of debug logging and then click on ‘Next’ in the scan options dialog, you will see an additional dialog indicating that debug logging has been enabled.
SymHelp has paused at this point to allow the issue to be reproduced on the system in question.  Once sufficient time has passed or once the issue has been reproduced, then the user should click ‘Continue scan’. Debug logging will be disabled by SymHelp and the debug logs and other data will be automatically collected.
There is an alternate UI mode that can be used to collect the same type of debug logs. For more information:



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