Generate a BDProfiler debug log on macOS devices

How to generate a BDProfiler log on Mac

This article shows how to create a debug log on your Mac using BDProfiler. The BDProfiler utility is used by the Bitdefender support team to diagnose and troubleshoot Bitdefender Antivirus for Mac installation failures or product issues. The tool gathers logs and product usage information, necessary for further investigation.

When you contact Bitdefender support, a representative may ask you to provide detailed technical information about the affected Mac:

a full description of the encountered issue
a screenshot of the error you see on the screen – How to take a screenshot on Mac
a BDProfiler log

Depending on whether or not you have Bitdefender Antivirus for Mac installed, use one of the methods presented below in order to generate a BDProfiler log:

Generate a BDProfiler log when Bitdefender is installed

1. Bring up the Bitdefender Antivirus for Mac interface. To open the product click first the B icon in your menu bar, then choose Open Main Window.

2. While the Bitdefender Antivirus for Mac app is open and selected on your screen, use the following keyboard shortcut:

Command ⌘ Shift ⇧ D

To use this keyboard shortcut, press & hold the Command (or Cmd) ⌘ key and the Shift ⇧ key, then the D key, then release all three keys.

ⓘ Note: On a Windows PC keyboard you will not find the Command ⌘ key. If you do not have an Apple keyboard please use the Windows logo key instead of Command ⌘.

3. Next, click Help in the menu bar and select the option Run BDProfiler Tool.

4. After a short wait, an archive file named BDProfilerTool_Output.zip will be created on your Desktop. Attach this archive to your support ticket for further troubleshooting.

Generate a BDProfiler log when Bitdefender is not installed

VIDEO – How to generate a BDProfiler log on your Mac

1. Click the link below to download the BDProfiler tool on your Mac:

https://www.bitdefender.com/files/KnowledgeBase/file/BDProfiler.tool.zip

2. Once the download completes, go to your Downloads folder and double-click the BDProfiler.tool archive file you’ve just saved.

3. A new file named BDProfiler_2020.tool will appear in the same folder.

4. Right-click on BDProfiler_2020.tool and point to Open With, then select Terminal in the menu.

ⓘ Note: If you get a warning similar to the one below saying that macOS cannot verify the developer or that the app is from an unidentified developer, click on Open. It’s a standard macOS message indicating the app is not from the Mac App Store.

If you are prompted to Get XCode, you can cancel that notification. XCode is not necessary for BDProfiler tool to run.

5. A Terminal window will appear on the screen, asking to provide an administrator password. Type Y to confirm, then enter your macOS administrator password.

ⓘ Note: Characters aren’t displayed as you type the password. Type it and then press ↵ Return / Enter on your keyboard. Don’t worry if you receive the message “Sorry, try again”. You probably missed a character. Retype the password and press ↵.

6. Wait for the message Process Completed to appear in Terminal.

7. An archive file named BitdefenderProfile_output.zip will be created on your Desktop. Attach this archive to your support ticket for further troubleshooting.

ⓘ Note: If you only have a file named alaa.plist instead of BitdefenderProfile_output.zip, it means the log is incomplete. Repeat the above steps to generate a new BDProfiler log.