Knowledgebase
Gather and submit Command Anti-Malware logs
Posted by Finnbogi Finnbogason on 14/08/2013 11:37
EXPLANATION

When an undocumented issue arises involving Command Anti-Malware, log files are generally requested by technical support.  Log files help us reproduce the issue and find a way to resolve it.

DETAILS 

Step 1. Download, save, and unzip the log gathering utility file attached to this answer.

  1. In the File Attachments section at the bottom of this page, click on the link for CSAM LogGatherer.zip.
  2. On the file download dialog box, click the button labeled Save  (please save this file to the desktop).
  3. Navigate to the file. Right-click on the file and choose Extract all
  4. Click Next twice and then Finish

Step 2. Gather logs 

  1. Open the folder that was just extracted.
  2. Double click the file labeled  LogGatherer.exe (If prompted, click Run). The Log Gatherer application will take several minutes to run. Please be patient during this process.
  3. Once the LogGatherer.exe application has completed collecting logs, notification of completion is provided.

Important:  After the log gatherer tool is run, it will produce a file named  AuthGatheredReport.zip.  You will get a window stating that the Log Gathering is complete.  Click OK.  You can retrieve the logs by clicking Start, Run, type in %temp% and click OK.  Look for the file AuthGatheredReport.zip and copy it to your desktop for convenience.

Step 3. Submit log files

All files are sent as an attachment to the Ask a Question form.

In the event that you escalate and submit an incident without first attaching these files, you can attach them later.  Just follow these steps.

  1. Open the support website 
  2. Click on the My Stuff tab.
  3. Login with the user name and password.
  4. Using the available drop-down options, select the subject for the current issue.
  5. Click on Update Question at the bottom of the page.
  6. In the Results and/or Additional Information box, please describe the problem experienced in detail.
  7. From the bottom of the page locate the Attach Additional Documents to Question field and select Browse. Locate the zipped log folder (as stated in step 2.3 above).
  8. Once the file is attached, click the Submit Update to Question button.
     

Follow these steps to make hidden files and folders visible on your desktop:

  1. Right-click on the Start button on the Taskbar, and click Explore.
  2. Accessing Folder options
    • XP Users: Click on Tools from the menu, and select Folder Options.
    • Vista Users:  Click on Organize, and select Folder and Search Options.
  3. Click on the View tab. Enable the Show Hidden Files and Folders.
  4. Click OK and close the Explore Window.

Step 4. Attaching driver and dump files (if blue screen occurs)

If the issue involves a blue screen that specifically mentions "css-dvp.sys", please attach this driver file located at c:\windows\system32\drivers. Submit dump files. Directions for gathering minidump files and full kernel dump files are available via the following :  Gather minidump files or Gather full kernel dump files.



Attachments 
 

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