Request log files from clients in ESET Remote Administrator

Issue

Are you a home user?

ESET Technical Support has requested a copy of one of the following log files:

  • Detected threats
  • Events
  • Computer scan
  • HIPS
  • Personal firewall
  • Filtered websites
  • Antispam protection
  • Web Control

If you are looking for instructions to submit an Sysinspector log, see the following Knowledgebase article:

Create a SysInspector log and submit it to ESET Technical Support for analysis

 

Details

Your ESET product keeps logs of all previous scans that have been run on your computer. These scan logs are useful in determining whether previous threats have been successfully cleaned or deleted. See below for more information about each type of log file:

  • Detected threats: Detailed information about infiltrations detected by your ESET product modules
  • Events: All important actions performed by your ESET product are recorded in the event log
  • Computer scan: Results of all completed manual or planned scans
  • HIPS: A record of specific rules which were marked for recording by the user
  • Personal firewall: Displays all remote attacks on your computer detected by the Personal firewall (only in ESET Endpoint Security).
  • Filtered websites: List of websites that were blocked by Web access protection or Web Control
  • Antispam protection: Contains records related to email messages that were marked as spam
  • Web Control: Shows web pages that were blocked or allowed by Web Control, as well as how filtering rules were applied. Only in ESET Endpoint Security

Solution

 Endpoint users: Perform these steps on individual client workstations


ESET Remote Administrator 6.x

End of support for version 6.4 and 6.5 of ESET Remote Administrator / MDM

ESET Remote Administrator version 6.5 is currently in Limited Support status and will soon be in Basic Support status. It is expected to reach End of Life status in December 2020.

ESET Remote Administrator version 6.4 is currently in basic support status and is expected to reach End of Life status in December 2019.

The MDM functionality in ESET Remote Administrator version 6 is in Basic Support status as of April 11, 2019. After this date, MDM version 6 will no longer be available for download.

Each ESET Remote Administrator component performs logging. ERA components write information about certain events into log files. The location of log files varies depending on the component. See the following Online Help topic for a list of log file locations for Windows, Linux, the ERA Virtual Appliance and macOS: Troubleshooting → Log files.


ESET Remote Administrator 5.x

End of support for version 5.2 and 5.3 of ESET Remote Administrator

This article applies to version 5.x of Remote Administrator. ESET Remote Administrator version 5.3 is currently in limited support status and will soon be in Basic support status.

ESET Remote Administrator version 5.2 is currently in Basic support status and will soon reach End of Life status. End of life status for both of these versions is expected to occur in December 2019. After this date, the products will no longer receive detection updates to protect against malware.

  1. Open ESET Remote Administrator Console (ERAC) by clicking Start  All Programs  ESET  ESET Remote Administrator Console  ESET Remote Administrator Console.
  2. Right-click the client(s) that you want to export logs from, under Data For This Client and then select the type of log you want exported. In this example the Events Log will be exported.

Figure 1-1
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  1. Select Show All and Do not limit time from the Items to show drop-down menus.

Figure 1-2
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  1. Verify that only log entries from your desired client workstations are being displayed.

Exporting Scan logs

Right-click the desired scan log(s)and click Scan Log Details to export detailed logs that will allow Technical Support to better assist you. Click File → Save as and then proceed to step 8 below.

  1. Click File → Export.
  2. Click Desktop on the left to set the location to save your log file. Type a name that includes the log type into the File name field, select Text (Tab delimited) from the Save as type drop-down menu and then click Save.

Figure 1-3

  1. If you have not done so already, open a case with ESET Technical Support. Attach this file to an email reply to ESET Technical Support. ESET Technical Support will examine the log and respond as soon as possible with the recommended steps to resolve your issue.

Additional resources