Collect Malwarebytes Endpoint Agent diagnostic logs

Document created by rsullinger Employee on Jul 14, 2017Last modified by jyamada on Nov 10, 2017
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If a local machine is encountering issues with the Malwarebytes Endpoint Agent, Malwarebytes Support may request diagnostic logs to help  troubleshoot the issue.  To collect Malwarebytes Endpoint Agent diagnostic logs, follow the instructions provided below.

 

Instructions

Use the local machine to collect the Malwarebytes Endpoint Agent diagnostic logs.  If the Malwarebytes Endpoint Agent is installed on a Windows operating system, refer to the instructions For Windows operating systems.  For Malwarebytes Endpoint Agents installed on macOS and OSX operating systems, see the instructions For Mac operating systems.

 

For Windows operating systems

Use the Windows Command Prompt utility to collect Malwarebytes Endpoint Agent diagnostic logs.  Command Prompt collects all logs into a single folder and saves the folder to the desktop.

 

To use Command Prompt:

  1. Click the Start menu icon.
  2. In the search box, type Command Prompt or CMD.
  3. Right-click Command Prompt.
  4. Click Run as administrator.
  5. When the Administrator: Command Prompt window opens, enter the following command line:
    cd C:\Program Files\Malwarebytes Endpoint Agent\
  6. Press Enter.
  7. Enter the following command line:
    MBCloudEa.exe -diag
  8. Press Enter again.
  9. Command Prompt saves the diagnostic log MBDiagnostics to the local computer's desktop.
  10. Send the diagnostic logs to Malwarebytes Support.

 

For Mac operating systems

The macOS and OSX Endpoint Agents do not support command-line interfaces.  Instead, use the file paths provided below to locate the diagnostic logs manually.

 

The fastest way to search using a file path is to use the Go to Folder utility.

 

To use the Go to Folder utility:

  1. From the desktop, press SHIFT+COMMAND+G
  2. Enter the following file path:
    /Library/Application Support/Malwarebytes/NebulaAgent/Logs

  3. Press Enter.
  4. Save the Logs folder to your desktop.
  5. Use steps 1-3 to find the following file path:
    /Library/Application Support/Malwarebytes/NebulaAgent/Data/settings.dat
  6. Save the settings.dat file to your desktop.
  7. If Malwarebytes Anti-Malware for Mac failed to install, use steps 1-3 to find the following file path:
    /var/log/install.log
    • Save the install.log to your desktop.
  8. Send the diagnostic logs to Malwarebytes Support.

 

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