Sometimes, you might encounter an issue which couldn’t be solved following the instructions provided on this Troubleshooting section. In such a case, Teramind Support can help. To help the support team diagnose the issue, you can provide them with the Agent log. This article explains how you can collect the log and send it to our support team.
Windows Logging
First, you will need to download and unpack the TMDIAG tool. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team. You can use its log capture feature to collect and send the logs.
Download TMDIAG from https://www.teramind.co/d/tmdiag.zip and extract it (E.g. to c:\temp\tmdiag directory).
Open the elevated Windows Command Prompt (cmd.exe), to do so please open your start menu find cmd.exe, right click on it and then click on "Run as administrator" menu item. Once done please change directory to the one you have the tmdiag.exe tool extracted into (in our example the directory is c:\temp\tmdiag)
cd c:\temp\tmdiagThen, run the following commands on the command prompt:
tmdiag reproduce issue diag
Keep the Windows Command Prompt window open while command is running. Reproduce the issue, once you're done, switch back to the Command Prompt and hit any key.
The above command will generate a file named issue.zip in the folder where tmdiag.exe is located. Attach this file to the support ticket (or email it to support@teramind.co).
Collect logs with older tmdiag
First, you will need to download and unpack the TMDIAG tool. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team. You can use its log capture feature to collect and send the logs.
Download TMDIAG from https://www.teramind.co/d/tmdiag.zip and extract it (E.g. to c:\temp\tmdiag directory).
Open the elevated Windows Command Prompt (cmd.exe), to do so please open your start menu find cmd.exe, right click on it and then click on "Run as administrator" menu item. Once done please change directory to the one you have the tmdiag.exe tool extracted into (in our example the directory is c:\temp\tmdiag)
cd c:\temp\tmdiagThen, run the following commands on the command prompt:
tmdiag log agent ontmdiag log svc on restartThis will turn logging on. Wait until the issue is reproduced.
|
i
|
Please wait after executing the above commands. Only proceed to the next step after the issue is reproduced. Otherwise, the log will not be able to capture information relevant to the issue. |
When the issue occurs, start collecting the log with the following command:
tmdiag collect reportThe above command will generate a file named report.zip in the folder where tmdiag.exe is located. Attach the file to the support ticket (or email it to support@teramind.co) and then disable logging again with:
tmdiag log all offRestart the agent service with:
tmdiag service tsvchst restartCollect logs with the video
First, you will need to download and unpack the TMDIAG tool. This tool is used to collect Teramind Agent logs, conduct diagnostics and debugging by our support team. You can use its log capture feature to collect and send the logs.
Download TMDIAG from https://www.teramind.co/d/tmdiag+.zip and extract it (e.g. to c:\temp\tmdiag+ directory).
Open the elevated Windows Command Prompt (cmd.exe). To do so, please open your Start menu, type cmd.exe, right click on it and then click on Run as administrator menu item. Once done please change directory to the one you have the tmdiag.exe tool extracted into. (in our example the directory is c:\temp\tmdiag+)
cd c:\temp\tmdiag+
Then, run the following commands on the command prompt:
tmdiag reproduce issue diag
Keep the Windows Command Prompt window open while command is running. Reproduce the issue, once you're done, switch back to and hit any key.
The above command will generate a file named issue.zip and issue.mp4 in the folder where tmdiag.exe is located. Attach these files to the support ticket (or email it to support@teramind.co).
Collecting the Agent Connectivity Logs
Sometimes our support engineer might need to view your Agent Connectivity log to diagnose any connection issues. The logs are usually located in the following folder: C:\ProgramData\{4CEC2908-5CE4-48F0-A717-8FC833D8017A}\logs.
We will need you to Zip all the .log files in that folder and send it to us. To do so:
- Open File Explorer from your Start menu:
- Enter the folder path in the address bar:
- Select all the files, right-click on them, and select Compress to ZIP file:
- Email the file to support@teramind.co.
macOS Logging
- Please edit file:
/usr/local/teramind/agent/etc/agent.conf - Add the following line at the end:
log-settings=syslogAnother way you can capture the agent log is to redirecting it to a .log file in the employee's home directory. To do so, use this line instead:
log-settings=file:~/tmagent.log- Open the Terminal app and run one of the commands below (depending on the version of your stealth agent)) to restart the agent service:
killall tmagentor
killall "System Monitoring"- Use Console.app to monitor logs (need filter by process – tmagent for the 0.1.204 version of stealth agent, System Monitoring for the 0.1.226 version of stealth and tmui for the revealed agent).