[KB3404] Use ESET Log Collector for macOS and send the logs to ESET Technical Support

Issue

• Unable to resolve an issue with ESET products for macOS
• ESET Technical Support has requested the logs from your macOS computer

Solution

Windows users | Linux users

If you are unable to upgrade to the current version of your product or to download the latest update for your current product, ESET Technical Support may ask you to run the ESET Log Collector to create logs and send those logs so ESET Technical Support can troubleshoot your issue.

To run ESET Log Collector for macOS, follow the steps below:

1. Download ESET Log Collector for macOS and save the file to your Desktop. 

2. Double-click the LogCollector icon to run the ESET Log Collector.

   

3. You might be asked to confirm the opening of an app downloaded from the internet. Click Open.

   

4. Click Continue.

   

5. Click the gear button to access the advanced options.

   

6. Select check boxes as instructed by ESET Technical Support and click Done.

7. Click Replication START when you are ready to replicate the issue.

   

8. Perform the same steps that caused your issue. When you are finished click Replication STOP.

   

9. If you were able to successfully trigger the issue you want to report, click Yes. If you did not experience the issue during the replication process, click No and try to replicate your problem again. Click Replication STOP when you are finished.

   

10. Click Collect to create the log file.

    

    Password may be required

    You may be asked to type your password that is used to log into the system account. Type your password and click OK.

11. ESET Log Collector will create a Customer_info.zip file on your desktop. Click Continue.

    

12. Click Close to exit ESET Log Collector.

13. Attach the Customer_info.zip file to an email reply to ESET Technical Support. You must have a case open to receive support from ESET Technical Support. Open a case with ESET Technical Support.
    

    Reduce log file size

    To make the log file smaller you can create the log file without product logs. Follow the steps below:

    1. Double-click eset_logcollector.dmg.

    2. Open Terminal.

    3. Type cd /Volumes/ESET\ LogCollector/LogCollector.app/Contents/Resources and press the Return key.

    4. Type sudo bash info_get --no-productlogs and press the Return key.

    5. Type in your administrator password and press the Return key.