Collect Malwarebytes Endpoint Agent diagnostic logs

Document created by rsullinger Employee on Jul 14, 2017Last modified by jgolomb on Nov 8, 2019
Version 20Show Document
  • View in full screen mode

If a local machine is encountering issues with the Malwarebytes Endpoint Agent, our Support team may request diagnostic logs to help troubleshoot the issue.

 

  • To collect Endpoint Agent diagnostic logs from a Windows machine, see Collecting logs on Windows operating systems.
  • To collect Endpoint Agent diagnostic logs on macOS or OS X, see Collecting logs on Mac operating systems.

 

Collecting logs on Windows operating systems

Logs for Windows operating systems can be generated either from the task bar icon or from the command line. 

 

Generate logs from task bar icon

  1. Reproduce the issue so the Malwarebytes Endpoint Agent can run and generate new data.

  2. Locate the Malwarebytes icon in the task-bar tray.

  3. Hover over the icon, hold CTRL and right-click. Select Generate Diagnostic Logs.
     

  4. After the commands above are executed, the folder MBDiagnostics is created and saved to the endpoint's desktop.
    Send this folder to Malwarebytes Support.

 

Generate logs from command line

  1. Reproduce the issue so the Malwarebytes Endpoint Agent can run and generate new data.

  2. Open Command Prompt as an administrator.

  3. Enter the commands:
    • cd C:\Program Files\Malwarebytes Endpoint Agent
    • MBCloudEA.exe -diag


  4. After the commands above are executed, the folder MBDiagnostics is created and saved to the endpoint's desktop.
    Send the folder to Malwarebytes Support.

 

Collecting logs on Mac operating systems

Mac Endpoint Agents do not support command line log generation. Follow the steps below to generate logs from the Malwarebytes menu bar icon. You may also manually locate the log files.

 

Generate logs from the Malwarebytes menu bar icon

  1. Reproduce the issue so the Malwarebytes Endpoint Agent can run and generate new data.

  2. Locate the Malwarebytes icon in the menu bar.

  3. Right-click on the icon (or hold the Control key and left-click) and select Generate Diagnostic Logs.
    Image of context menu for Malwarebytes Endpoint Agent on macOS.

  4. After the commands above are executed, the file Diagnostic_info-?.zip is created and saved to:
    /Library/Application Support/Malwarebytes/Malwarebytes Endpoint Agent/Diagnostics

  5. Send this folder to Malwarebytes Support.

 

Manually locate log files

  1. Press Shift-Command-G to open the Go to Folder window.

  2. In the Go to Folder window, enter the following file path:
    /Library/Application Support/Malwarebytes/Malwarebytes Endpoint Agent


    If this computer has Malwarebytes Endpoint Agent v1.1 or older installed, enter this path:
    /Library/Application Support/Malwarebytes/NebulaAgent

  3. Press Return.

  4. Save the Logs folder to your desktop.

  5. Double-click the Data folder.

  6. Save the settings.dat file to your desktop.

  7. If you are troubleshooting installation issues with Malwarebytes Anti-Malware for Mac, press Shift-Command-G, then enter the following file path:
    /var/log/install.log


  8. Save the install.log file to your desktop.

  9.  Press Shift-Command-G and enter this file path:

    /var/log/com.malwarebytes.EndpointAgent.log

  10. Save the com.malwarebytes.EndpointAgent.log file to your desktop.
  11. Send the logs you saved to your desktop to Malwarebytes Support.

 

Additional information

4 people found this helpful

Attachments

    Outcomes