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Find the log files created by my ESET product

Issue

Business users |  Mac users |  Android users

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

  • Detected threats
  • Events
  • Computer scan
  • HIPS
  • Firewall
  • Filtered websites
  • Antispam protection
  • Parental Control

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

Details

Your ESET product keep 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
  • Firewall: Displays all remote attacks on your computer detected by the firewall. Available in ESET Smart Security Premium, ESET Smart Security, and ESET Internet Security
  • Filtered websites: List of websites that were blocked by Web access protection or Parental Control
  • Antispam protection: Contains records related to email messages that were marked as spam
  • Parental Control: Shows web pages that were blocked or allowed by Parental control, as well as how filtering rules were applied. Available in ESET Smart Security Premium, ESET Smart Security, and ESET Internet Security

Solution

Do not use the in-product Submit support request!

North American customers that need to send logs to Technical Support in North America must do so using the steps below. The Submit support request link inside the product will not send your information to Technical Support in North America.

In ESET Windows home products

  1. Open the main program window of your ESET Windows product.

  2. Click ToolsMore tools.

Figure 1-1

  1. Click Log files.

Figure 1-2

  1. Select the type of log file that you are looking for from the drop-down menu (in this example, Computer scan is selected). Double-click the entry for the log you want to open. To save this log file for submission to ESET Technical Support, continue to step 5.

Figure 1-3

  1. In the log window, Computer scan in this example, right-click any entry and select Export all.

Figure 1-4

  1. In the Save as window, select Desktop as your save location.
  2. Type computer scan into the File name field, select Text file (*.txt) from the Save as type drop-down menu and then click Save. It is important that you send your log in the form of a text file for Technical Support to process your request as quickly as possible.

Figure 1-5

  1. Attach this file to an email reply to ESET Technical Support. Our representatives will examine the log and respond as soon as possible with the recommended steps to address your issue (if you plan to submit a scan log to ESET Technical Support, you must first open a case with ESET Technical Support).

 

In ESET Cyber Security Pro/ ESET Cyber Security

  1. Open ESET Cyber Security Pro or ESET Cyber Security. How do I open my ESET product?
  2. Click ToolsLog files.

Figure 2-1
 

  1. Select the type of log file that you are looking for from the Log drop-down menu (in this example, Computer scan is selected). To submit this log file to ESET Technical Support, continue to Step 4.

Figure 2-2
 

  1. In the Log window, double-click the entry that you want to view to open the log file. Right-click in the log window and select Export all from the context menu.

Figure 2-3
 

  1. In the Export Log to File window, select Desktop as your save location and click Save.

Figure 2-4

  1. Attach this file to an email reply to ESET Technical Support. Our representatives will examine the log and respond as soon as possible with the recommended steps to address your issue (if you plan to submit a scan log to ESET Technical Support, you must first open a case with ESET Technical Support).

 

In ESET Mobile Security for Android

  1. Open ESET Mobile Security for Android. How do I open my ESET product?
  2. Tap Antivirus.

    Figure 3-1
    Click the image to view larger in new window

  3. Tap Scan Logs.

    Figure 3-2
    Click the image to view larger in new window

  4. A list of available logs will be displayed. Tap a specific entry to review the information contained in that log.

    Maximum storage

    ESET Mobile Security for Android will store up to 128 logs.

    Figure 3-3
    Click the image to view larger in new window

  5. To submit a scan log to Technical Support for analysis: Navigate to the home screen and tap at the top right → Technical Support.

    Figure 3-4

  6. Tap Technical Support.

    Figure 3-5

     

  7. Complete all relevant fields, select the check box next to Application log, and then click Submit.

    Figure 3-6


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