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Generate and submit BEST Windows Support Tool log

Bitdefender GravityZone provides full visibility into organizations overall security posture, global security threats, and control over its security services that protect virtual or physical desktops, servers and mobile devices. All Bitdefender Enterprise Security solutions are managed within the GravityZone through a single console, Control Center, that provides control, reporting, and alerting services for various roles within the organization.

This article helps you provide the Enterprise Support team essential troubleshooting information in case Bitdefender Endpoint Security Tools (BEST Windows) is not functioning properly in your environment.

Overview

Bitdefender Endpoint Security Tools ensures protection on local computers. It also communicates with Control Center to receive the administrator commands and to send the results of its actions.

When you contact Bitdefender Enterprise Support regarding issues with BEST, a representative may ask you to provide detailed technical information about the affected computers.

To help you provide this information, Bitdefender GravityZone includes a dedicated troubleshooting tool, BEST Support Tool.

The tool gathers system settings and logs, necessary for troubleshooting.

Generate Support Tool log

To generate the log on the affected computer, use one of the following methods:

  • Command-line
    Use this method when BEST is installed on the computer.
  • GUI wizard
    Use this method when BEST is not installed on the computer and installation issues occur.
  • Remote troubleshooting
    Use this method when you want to gather logs remotely. The method applies only to target computers with BEST installed.
Command-line method
  1. Open Command Prompt with administrative privileges.
  2. Go to the product installation folder. The default path is:
    C:\Program Files\Bitdefender\Endpoint Security
  3. Collect and save the logs by running this command:

    Product.Support.Tool.exe collect
    The logs are saved by default to C:\Windows\Temp.
    Optionally, if you want to save the Support Tool log in a custom location, use the option path:
    Product.Support.Tool.exe collect [path="<path-to-file>"] 

    Example:

    Product.Support.Tool.exe collect path="D:\Test"

While the command is executing, you will notice a progress bar on the screen.
When the process is complete, the output displays the name of the archive and its location.

GUI wizard method
  1. Download BEST Support Tool from the corresponding links below:
    • For 32-bit Windows operating system click here
    • For 64-bit Windows operating system click here
  2. Follow the on-screen instructions to run the Support Tool.


    You can find the output file on the Desktop, as an archive with the following name: BDST_[computername]_[currentdate].

Remote troubleshooting method
  1. Log in to GravityZone Control Center.
  2. Go to the Network page and click the Computers and Groups section.
  3. Click on the affected computer and go to the Troubleshooting tab.
  4. Click the Gather logs button from the upper left side. A configuration window will appear.
  5. In the Logs Storage section, choose one or both storage locations:
    • Target: save logs on the affected computer
    • Network share: save logs on network share
    If you choose Network share as a storage location you can use the option Save logs also on target to save a copy of the logs archive on the affected computer, as a backup.
  6. Fill in with the necessary information (local path, credentials for the network share, path to the shared location) depending on the selected location.
  7. Click the Gather logs button.

Submit the log file

To submit the Support Tool log, depending on the method used, follow the next steps:

Command-line method:

  1. Go to C:\Windows\Temp and find the archive file, named ST_[computername]_[currentdate]
  2. Attach the archive to your support ticket for further troubleshooting.

GUI wizard method:

  1. Go to Desktop and find the archive file, named BDST_[computername]_[currentdate].
  2. Attach the archive to your support ticket for further troubleshooting.

Remote troubleshooting method:

  1. Access the selected storage location and find the archive file named ST_[computername]_[currentdate].
  2. Attach the archive to your support ticket for further troubleshooting.
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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