Views:
Diagnostic Tools allow you to collect diagnostic information from third-party solutions to provide to Trend Micro Support. Trend Micro Support uses diagnostic data for troubleshooting purposes.
Complete the following procedure if Trend Micro Support asks you to provide diagnostic data for Kaseya VSA on-premises (MSI package).

Procedure

  1. Go to Administration and click Download Diagnostic Tools.
    The Download Diagnostic Tools screen appears.
  2. Next to Kaseya VSA on-premises (MSI package), click Download.
    The compressed file Kaseya_Diagnostic_Tool.zip downloads to your computer.
  3. Extract Kaseya_Diagnostic_Tool.zip.
    A folder named Kaseya_Diagnostic_Tool is created containing the following files:
    • dumpServerLog.bat
    • dumpLocalDB.bat
    • dumpRemoteDB.bat
  4. To export your Kaseya VSA log data from your on-premises server:
    1. Ensure the Kaseya_Diagnostic_Tool folder is saved to your Kaseya VSA on-premises server.
    2. Run dumpServerLog.bat in Command Prompt as administrator.
    Your Kaseya VSA server log data is copied to the following location:
    …\Kaseya_Diagnostic_Tool\dumpData\%ComputerName%\Server
  5. To export your Kaseya VSA database tables (if you access the database server directly):
    1. Use Microsoft SQL Server Express to configure the database server to allow local and remote TCP/IP connections on port 1433.
    2. Ensure the Kaseya_Diagnostic_Tool folder is saved to your database server.
    3. Run dumpLocalDB.bat in Command Prompt as administrator
    Your Kaseya VSA database tables are copied to the following location:
    …\Kaseya_Diagnostic_Tool\dumpData\local
  6. To export your Kaseya VSA database tables (if you access the database server remotely):
    1. Use Microsoft SQL Server Express to configure the database server to allow local and remote TCP/IP connections on port 1433.
    2. Ensure Microsoft Command Line Utilities 11 for SQL Server is installed on the machine you use to remotely access the database server.
    3. Ensure the Kaseya_Diagnostic_Tool folder is saved to the machine you use to remotely access the database server.
    4. Run dumpRemoteDB.bat in Command Prompt as administrator.
    5. Enter the IP address, login name, and password for the database server.
    Your Kaseya VSA database tables are copied to the following location:
    …\Kaseya_Diagnostic_Tool\dumpData\remote
  7. Compress the dumpData folder.
  8. Email the compressed dumpData folder to Trend Micro Support.