Issue
- You are unable to resolve an issue with the ESET Linux product, and you want to send a log file to ESET Technical Support
- Generate a log file via info_get.command
- Generate a log file via collect_logs.sh script
- Troubleshoot product activation issues
Solution
Generate a log file via info_get.command
If you are experiencing issues with ESET products running on Linux machines, ESET Technical Support may ask you to run the info_get.command and send the logs so that they can troubleshoot your issue.
To run this command, follow the steps below:
-
Use an application like Putty to Secure Shell (SSH) into the affected machine and log in as root.
-
Use the following command to install wget in Ubuntu- and Debian-based Linux distributions. The install command may vary for other Linux distributions.
sudo yum install wget -
Use the following command to download ESET Log Collector:
wget https://download.eset.com/com/eset/tools/diagnosis/log_collector/linux/latest/info_get.command.zip -
Use the following command to unpack the zip file:
unzip info_get.command.zip -
Run the following command:
chmod +x info_get.command -
Then run the following command:
./info_get.command -
After the logs have been collected, you will see a message directing you to send the generated zip or tgz file on your desktop to ESET Technical Support. Attach the file to an email reply to ESET Technical Support.
You must have an open case to receive support from ESET Technical Support.
Generate a log file via collect logs.sh
If ESET Technical Support requests logs from ESET Endpoint Antivirus for Linux, use the collect_logs.sh script available at /opt/eset/eea/sbin/ to generate the logs.
Launch the script from a Terminal window with root privileges and run the following command:
sudo /opt/eset/eea/sbin/collect_logs.shSend the generated log file to ESET Technical Support via email.
To help you troubleshoot product activation issues, ESET Technical Support might request related logs.
-
Enable activation log service by executing the following command as a privileged user:
sudo /opt/eset/eea/sbin/ecp_logging.sh -eAlternatively, run the following command to restart the product if essential without any prompt:
sudo /opt/eset/eea/sbin/ecp_logging.sh -e -f
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Try the activation process again. If it fails, run the log-collecting script as a privileged user and send the collected logs to ESET Technical Support.
sudo /opt/eset/eea/sbin/collect_logs.sh
-
Disable activation logs by executing the following command as a privileged user:
sudo /opt/eset/eea/sbin/ecp_logging.sh -dAlternatively, run the following command to restart the product without any prompt.
sudo /opt/eset/eea/sbin/ecp_logging.sh -d -f -
After the logs have been collected, you will see a message directing you to send the generated zip or tgz file, located on your desktop, to ESET Technical Support. Attach the file to an email reply to ESET Technical Support.
You must have an open case to receive support from ESET Technical Support.
