Configuring Troubleshooting Settings

  1. Go to Administration > Settings > Troubleshooting Settings.

    The Troubleshooting Settings screen appears.

  2. In the Security Agents section, enable the required settings.

    Setting

    Possible Remediation Actions

    Allow Trend Micro Support to enable debug logging and collect the following data for troubleshooting purposes

    For Windows endpoints:

    • Enable and collect debug logs from the Security Agent program

    • Collect Windows Event Logs and Performance Counter data

    For Mac endpoints:

    • Enable and collect debug logs from the Security Agent program

    • System information, kernel dump, crash information, System Profiler data, and Security Agent configuration files (.plist)

    Allow Trend Micro Support to take proactive, remote troubleshooting actions on the Security Agent program
    Note:

    You must enable Allow Trend Micro Support to enable debug logging and collect the following data for troubleshooting purposes if you want to allow Trend Micro Support to take remote actions.

    • Deploy hotfixes to replace Security Agent files

    • Modify Security Agent settings including:

      • Configuration file settings (INI or PLIST files)

      • Registry keys

        • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\TrendMicro

        • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro

    • Reload the Security Agent program:

      • Stop and restart Security Agent services

      • Force stop Security Agent processes
  3. In the Server section, enable Allow Trend Micro Support to access the Apex One as a Service server console for assessment and troubleshooting to permit engineers to assess server settings that may adversely affect system performance and to perform debug log collection.
  4. Click Save.
Parent topic: Automated Troubleshooting