Knowledge Base

Use the Trend Micro Support Diagnostic Toolkit to automatically collect the different log files and information needed to resolve performance issues.

1.

Close all open programs.

2.

Repeat all the actions you performed before you encountered the problem.

3.

When the error re-appears, use the Trend Micro Support Diagnostic Toolkit to collect the information generated by the product.

To do this, follow the steps below:

a.

Click Start > All Programs > Trend Micro Internet Security > Trend Micro Support Diagnostic Toolkit.

b.

Go to the Debug tab.

c.

Click Get Started.

The Information Collection Wizard window will appear.

d.

Put a checkmark on all items except VSAPI driver. You will only need to check VSAPI driver box if your scan window closes abnormally.

e.

Remove the tick beside Restart software components if necessary for logging and click Next.

f.

If you are prompted to restart your computer, click No.

g.

Tick the checkbox for Already finished reproducing the problem then click Start.

h.

Wait while the program collects the logs. A window showing you where these were saved will appear once you are done.

i.

Click Finish.

j.

To access the collected debug logs, click Open Folder.

4.

Send the compressed file to Trend Micro Technical Support by submitting a case online.

Note: You can also open the support website to upload the zipped debug logs by clicking on the Open Support Web button in the Trend Micro Support Diagnostic Toolkit.

Note: For instructions on how to generate debug logs 2009 Trend Micro products, refer to solution EN-1038296.