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OPERATIONAL DEFECT DATABASE
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Note: As of May 2020, Carbonite Endpoint has reached End of Sale. This article is no longer updated by Dell. For more information, reference Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.Reference Endpoint Security for additional information about current products. This article covers how to collect logs for Carbonite Endpoint. Affected Products: Carbonite Endpoint Affected Operating Systems: WindowsMac
Not applicable
It is highly recommended to collect logs before troubleshooting or contacting Dell support. Note: For how to contact Dell support, reference Dell Data Security International Support Phone Numbers. Click Windows or Mac for relevant logging information. Windows Carbonite Endpoint logs must be manually collected for: Installation logs: Used to troubleshoot installation and uninstall issues.Activation logs: Used to troubleshoot activation issues.Product logs: Used to troubleshoot policy, communication, and behavior issues. Click the appropriate logging type for more information. Installation To collect installation logs: Log in to the endpoint with the user that attempted the install or uninstall.Right-click the Windows Start menu and then click Run. In the Run UI, type %temp% and then press OK. From Windows Explorer: Sort the files by Date modified. Identify the date and timeframe of the install or uninstall to collect logs for.Capture all logs that are named DC*.log and MSI*.log with a timestamp close to the install or uninstall. Note: * represents an alphanumeric string. The example alphanumeric strings may differ in your environment. Add these files to a compressed archive .zip called Installation Tracking.zip. Activation To collect activation logs: On the Windows Desktop, double-click Carbonite Endpoint. Note: Alternatively, the Carbonite Endpoint can be accessed using Windows Explorer at %SYSTEMDRIVE%\Program Files (x86)\Carbonite\Endpoint\DCProtect.exe.In the example, %SYSTEMDRIVE% is a Windows system variable for the operating system partition drive. While the product user interface (UI) is open, go to C:\DCProtectData\Shared\Logs. Note: The directory path may differ based on the installation settings. Capture InstallationTracking.log. Note: The product UI may need to remain open for 60 seconds before InstallationTracking.log is generated. Product To collect product logs: Go to C:\DCProtectData\Shared\Logs. Note: The directory path may differ based on the installation settings. Add all files in the Logs directory to a compressed archive .zip called Product Logs.zip. Mac Carbonite Endpoint logs must be manually collected for: Installation logs: Used to troubleshoot installation.Product logs: Used to troubleshoot activation, policy, communication, and behavior issues. Click the appropriate logging type for more information. Installation To collect installation logs: Log in to the endpoint with the user that attempted the install.Locate and double-click DCProtectInstall.pkg. Note: DCProtectInstall.pkg can be downloaded fromhttp://blob.mysecuredatavault.com/downloads/protect-us/DCProtectInstall.pkg. With the product user interface (UI) open, click Window, and then select Installer Log. In the top-left corner of the Installer Log, modify the drop-down from Show Errors Only to Show All Logs. Click the installer UI and replicate the issue.Click the Installer Log, and click File and then select Save. Optionally, change Where the Installer Log [TIMESTAMP] will be located and then click Save. Note: [TIMESTAMP] = Time log was created. Collect Installer Log [TIMESTAMP] from the saved location (Step 7). Product To collect product logs: Log in to the endpoint experiencing the issue.In the Apple menu, click Go and then select Go to Folder. Type /Library/Application Support/DCProtect/Shared/Logs and then click Go. Collect all logs in the directory. Note: Timestamps will differ in your environment. To contact support, reference Dell Data Security International Support Phone Numbers.Go to TechDirect to generate a technical support request online.For additional insights and resources, join the Dell Security Community Forum.