Collect Malwarebytes Endpoint Agent diagnostic logs

Document created by rsullinger Employee on Jul 14, 2017Last modified by jyamada on Jan 23, 2019
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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, refer to the instructions For Windows operating systems.  For macOS and OS X diagnostic logs, see the instructions For Mac operating systems.

 

For 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 down CTRL and Right click to select the option for 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.

 

For Mac operating systems

The macOS and OSX Endpoint Agents do not support command-line. Follow the steps below to generate logs from the task bar icon, or manually locate the log files.

 

Generate logs from 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. Hover over the icon, right-click (or hold CTRL and click) to select the option for 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 Enter.

  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.  Do the same for:

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

  10. Send the logs you saved to your desktop to Malwarebytes Support.

 

Additional information

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