[KB7123] ESET Encryption Diagnostics tool

Issue

  • You need to generate a log using the ESET Encryption Diagnostics tool

Details


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ESET Encryption Diagnostics tool gathers information about the machine's configuration and the user's settings.

Information regarding the machine's Full Disk Encryption and the server cloud packets are kept in an encrypted state, which is inaccessible by anyone outside of your organization.

As of version 3.3.0.88 and later, the following files may appear in the ZIP file:

Filename Purpose Presence
admin_log.txt Contains information gathered via the Administrative component, locations of software files, Key-Files, active processes, driver information and disk information Always (Admin)
blat_log.txt Contains information related to upgrade processes used during installation and upgrades

Always

current_dlploy.txt Contains logging information about cloud communications within a managed environment Managed
dlpcrashdumps.txt Contains information about any components that have generated crash dumps Always
eediag_log_ Contains information gathered whilst running in the User context, including current Key-File state and some system information Always
evt_application.txt Contains recent entries in the machines Application event log Always
evt_crash.txt Contains a log of all application crashes recorded in the Application event log Always
evt_deslock.txt Contains recent entries in the machines Endpoint Encryption event log Always
evt_power.txt Contains a log of power events, start-up, shutdown and power interruptions Always
evt_system.txt Contains recent entries in the System event log Always
SafeStart.txt Contains information reported by FDE Safe Start, if it was used Always
Services.txt Contains information about all currently installed Services Always
sysinfo.txt Contains information that is normally sent back to an Enterprise Server Always
system.nfo Contains an export from MSInfo32, a Microsoft system information tool Always (Admin)
update_db.xml Contains encrypted copies of updates and responses when used in a managed environment Managed
x_dlploadr.bin Contains the FDE metadata, where x will be the drive letter the file was found on FDE Encrypted
_dlploy.txt Contains logging information about cloud communications within a managed environment, one for each user profile found Managed (Admin)
_esdirect.txt Contains logging information for the auto-enrollment feature in a managed environment, one for each user profile found Managed (Admin)
efde_ais_ Contains logging information for the EFDE service EFDE Only
Status Contains information in relation to the current EFDE status EFDE Only

Do not modify the contents of the ZIP file.


Solution

The ESET Encryption Log Collector gathers information about ESET Endpoint Encryption (EEE) and ESET Full Disk Encryption (EFDE) that cannot be obtained if you run it in another user context.

  1. Log in to Windows as the user experiencing the issue.

  2. Download the ESET Encryption Diagnostics tool.

Download the tool each time you want to use it

Download the ESET Encryption Diagnostics tool each time you need to collect logs to ensure you have the latest version.

Version Last Updated SHA256 Hash
3.7 03/31/2022 E9376567A4D248369721AC9B9E09885D33B4F922D574625919DBCF9894D107F1
  1. Run ESET Encryption Log Collector.

  2. Click Next.

Figure 1-1
  1. ESET Encryption Diagnostics tool will collect the necessary information.

Figure 1-2
  1. While collecting information, ESET Encryption Diagnostics tool will attempt to elevate to gather additional information.

    • Users with Administrator rights: Click Yes to accept the User Account Control (UAC) prompt.

      Figure 1-3
    • Users without Administrator rights: Click OK and type the Administrator credentials when prompted.

      Figure 1-4
  • Unable to run with Administrator rights: If you are unable to elevate ESET Encryption Log Collector, additional information may be requested.

    Click No to skip the Administrative component. If you entered the credentials incorrectly, click Yes and type the password in again.

    Figure 1-5
  1. The ESET Encryption Admin Diagnostics window will run. ESET Encryption Log Collector searches the system for specific EEE and EFDE files. ESET Encryption Log Collector does not read, catalog, analyze or store anything relating to files other than .dat files. .dat files will be read to determine if they match the specific header. If the files do not match the ESET Encryption Log Collector specifications, they are ignored.

    Figure 1-6
  2. After the ESET Encryption Log Collector has been completed, a .zip file will be created on the Desktop with a filename beginning eediag_log followed by the current time and date in UTC format.

    Figure 1-7