[KB6159] Run the Info_get.command on a Linux machine and send the logs to ESET Technical Support

Issue

  • Unable to resolve an issue with ESET products running on a Linux machine

Solution

 Windows usersmacOS users

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 them the logs to further troubleshoot your issue.

To run this command, follow the steps below:

ESET Endpoint Antivirus for Linux and ESET Server Security for Linux users

If ESET Technical Support requests logs from ESET Endpoint Antivirus for Linux (version 7 and later) or ESET Server Security for Linux (version 7 and later), use the collect_logs.sh script to generate the logs.

Follow the procedure for ESET Endpoint Antivirus for Linux or ESET Server Security for Linux.

  1. Use an application (for example, Putty) to Secure Shell (SSH) into the affected machine and log in as root.

  2. Use the following command to download ESET Log Collector:

    wget https://help.eset.com/eset_tools/info_get.command.zip

Figure 1-1
  1. Use the following command to unpack the zip file:

    unzip info_get.command.zip?

Figure 1-2
  1. Run the following command:

    chmod +x info_get.command?

Figure 1-3
Reduce log file size

To make the log file smaller you can create the log file without product logs. To do this run the command in step 5 with a parameter: ./info_get.command --no-productlogs

  1. Then run the following command:

    ./info_get.command

Figure 1-4
  1. After the logs have been collected you will see a message directing you to send the generated customer_info.zip or customer_info.tgz file to technical support. This file will be located on your desktop. Attach the file to an email reply to ESET technical support.

    You must have an open case to receive support from ESET Technical Support.

Figure 1-5