ESET Endpoint Encryption Diagnostics Utility

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Issue

ESET Endpoint Encryption (EEE) Client and EEE Server are separate products from ESET Full Disk Encryption (EFDE)

The article below applies only to EEE Client or EEE Server and not EFDE. Visit What’s new in ESET Full Disk Encryption to view EFDE content.

  • You have been asked to generate a log using the diagnostic utility.

Solution

Running the Diagnostics Utility

The diagnostics utility gathers information about the software that can not be obtained if you run it in another user context.

  1. Login to Windows as the user experiencing the problem.
  2. Click the following link to download the diagnostics utility: ESET Endpoint Encryption Diagnostics Utility
Download the tool each time

You should always download the tool before running it to ensure that you have the latest version. Even if you have previously downloaded the tool, it may have been updated since your initial download.

Version Last Updated SHA256 Hash
3.4.0.105 13/08/2019 772aa9589e5bcf7b0a30f58d0e8f7f98a8476512f99358668adb1795e199e071
  1. Run the diagnostics utility.
  2. Click Next.

Figure 1-1

  1. The diagnostics utility will collect the necessary information.

 

Figure 1-2

  1. While collecting information, the diagnostics utility will attempt to elevate to gather additional information.
    1. Users with Administrator rights: Click Yes to accept the UAC prompt.

Figure 1-3

  1. Users without Administrator rights: Click OK and enter Administrator credentials when prompted.

Figure 1-4

  1. Unable to run with Administrator rights: If it is not possible to elevate the diagnostics utility, then additional information may be requested.Click No to skip the Administrative component. If you entered the credentials incorrectly, click Yes and enter them again.

Figure 1-5

  1. The Admin activity window will now run. The diagnostics utility searches the system for specific EEE and EFDE files. It does not read, catalog, analyze or store anything relating to other files, unless if they are .dat files. In these instances, the file will be read to determine if it matches our specific header and ignored otherwise.

Figure 1-6

  1. Once the diagnostics utility has 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


About the Diagnostics Utility

The diagnostics utility 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 are 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 is used in a managed environment Managed
x_dlploadr.bin Contains the FDE meta data, 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

Please do not modify the contents of the ZIP file.

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