Directly contact our Support Team

Generate Endpoint Security for Mac Support Tool Log

In very rare situations Endpoint Security for Mac may encounter issues that are impeding the product to work as designed. In such case, you must submit a request to the Bitdefender Technical Support Team for them to investigate and see why the product’s functions are not performing as they should.

When sumbitting a request, you need to provide the following:

  • A detailed description of the issue you are encountering.
  • A screenshot (if applicable) of the exact error message that appears.
  • A Support Tool log that contains system information.

The Support Tool consists of two parts, GatherBD and BDProfiler. The tool collects logs for the Bitdefender daemons along with product and system logs (such as the IP address of the machine, the macOS version and the allocated resources).

If the product is not installed on the affected machine or if you cannot run the GatherBD commands, you can always use the BDProfiler method.

note Note:
BDProfiler requires Python 2 to run.

In addition, you can use remote troubleshooting to collect logs.

Collect logs with GatherBD

To collect logs from the affected endpoint, follow these steps:

  1. Open a Terminal window.
  2. Type the following commands to enable logging:

    $ cd /Library/Bitdefender/AVP/enterprise.bundle/

    $ sudo ./GatherBD start

  3. Reproduce the issue.
  4. Stop logging:

    $ sudo ./GatherBD stop

  5. Gather logs into an archive:

    $ sudo ./GatherBD archive all

    You can find the archive file named BitdefenderSupportTool_Output.zip in: /var/tmp/ProductSupport.zip

  6. Attach the archive to your support ticket.
note Note:

If prompted to install Xcode command line developer tools, click Install. When installation is complete, perform once again the above steps.

           

How to generate a BDProfiler log

To gather Mac system information using the BDProfiler support tool:

  1. Download the ZIP archive containing the Support Tool.
  2. Extract the BDProfiler.tool file from the archive.
  3. Open a Terminal window.
  4. Navigate to the location of the BDProfiler.tool file.
    For example:
    cd /Users/Bitdefender/Desktop
  5. Add execute permissions to the file:
    sudo chmod +x BDProfiler.tool
  6. Run the tool.
    For example:
    sudo ./Users/Bitdefender/Desktop/BDProfiler.tool
  7. Press Y and enter the password when asked to provide the administrator password.

  8. Wait for a couple of minutes until the tool finishes generating the log. You will find the resulted archive file (Bitdefenderprofile_output.zip) in the same folder with the tool.

Remote troubleshooting

With this method, you can gather logs remotely using GravityZone Control Center from one or more of the affected computers. You can also select from multiple storage options to save the logs.

  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 a storage location:
    • Target machine: the logs archive is saved to the provided local path.
    • Network share: the logs archive is saved to the provided path from the shared location.
    • Bitdefender Cloud: the logs archive is saved to a Bitdefender Cloud storage location where the Enterprise Support team can access the files. This option is available only for Cloud solutions.
    You can use the option Save logs also on target machine to save a copy of the logs archive on the affected machine as a backup.
  6. Fill in with the necessary information (local path, credentials for the network share, path to the shared location, case ID) depending on the selected location.
  7. Click the Gather logs button.

note

 

 

 

 

Note: 
If you choose Bitdefender Cloud as a storage option, consider the following:

  • The logs archive is saved with identical names both to Bitdefender Cloud and
    on the target machine. Click the troubleshooting event to view the archive’s
    name in the details window.
  • After the archive is uploaded please provide Bitdefender Enterprise Support
    with the necessary information (name of the target machine, the archive
    name), on the opened case. Open a new case if none exists.

If you choose other storage option, to submit the logs to Bitdefender Enterprise Support, access the selected storage location and find the archive file named ST_[computername]_[currentdate]. Attach the archive to your support ticket for further troubleshooting.

To collect advanced logs using GravityZone Control Center consider Debug session, available in the Troubleshooting section. You should use this method at the recommendation of Bitdefender Enterprise Support. For more information, please refer to Administrator's Guide.

How to submit a request

Open a ticket to the Bitdefender Support Team, enter the requested information, attach the log file and the screenshot, and click SUBMIT. If you already have an open ticket with the issue, reply to the confirmation email received from Bitdefender and attach the files to it.

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.

Rate this article:

Submit