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Sandbox Analyzer LogCollector for Troubleshooting

This article describes how to collect information about the status of Sandbox Analyzer Virtual Appliance (VA) and about events occurred on it. This information helps the Bitdefender Support team to investigate and resolve the issues you encountered with your Sandbox Analyzer VA.

To collect all the needed information:

  1. Connect to the Sandbox Analyzer via SSH. You may use PuTTy.
  2. Log in with root and provide the password for this user (sve by default).
  3. Run this command: 
    # /opt/bitdefender/bin/bdsysinfo-sve

    A .tar.gz archive file containing the logs is saved to /root.

    The filename has the format: bdsysinfo-xxxxx.tar.gz, where xxxxx is a random string.

    The logs deliver the following:

    • Files:

      /opt/bitdefender/var/log
      /opt/bitdefender/etc
      /opt/bitdefender/var/epag
      /etc
      /var/log
      /var/crash

    • Command output for:

      uname -a
      dmesg
      ps auwx
      cat /proc/meminfo
      cat /proc/cpuinfo
      df -hT
      slabtop --once
      cat /proc/mounts
      dpkg -l
      ls -lR /opt/bitdefender
      lsmod
      sysctl -a
      env
      netstat -anpe
      getent passwd
      getent group
      lsof -n
      ip addr show
      ip route show
      docker ps -a
      docker images

  4. Using WINSCP, copy the file to your machine.

  5. Send the file to Bitdefender support.

Can't find a solution for your problem? Open an email ticket and we will answer the question or concern in the shortest time possible.

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