Where can I find my MetaAccess logs on my machine?

When troubleshooting an issue on devices, we will often ask you for the OPSWAT Client logs from your machine. There are 2 ways to retrieve the agent logs:

  • OPTION 1: Collect the logs on a device directly

  • OPTION 2: Remotely retrieve the logs. This requires you have an administrator permission on your organization's MetaAccess account and the device is connecting to the MetaAccess servers

OPTION 1: Collect the agent's logs on a device directly

Automatically:

Note: This option is only available for Windows and macOS persistent agent

On Windows devices:
If you are using Windows installed client, the process is very simple. Just download this tool, run it, and the log files will automatically be placed in a zip file on your desktop. This zip file may be very large.

On macOS devices:
If you are using the macOS installed client, the process is very simple. Just download this tool, run it, and the log files will automatically be placed in a zip file on your desktop. This zip file may be very large.

Manually:

You can find your logs in the following locations:

Windows:
Installed client:

  • Agent logs: %ProgramData%\OPSWAT\Gears\logs\

  • Crash dumps: %ProgramData%\OPSWAT\Gears\logs\reports\

  • SDK logs: %ProgramData%\OPSWAT\Gears\sdk\

  • OPG (verification file) logs: %HOMEPATH%\AppData\Local\OPSWAT\Gears\Logs

On-demand client:

  • Agent log: file gears-ondemand.log and it should be located in the same folder of the the executable file.

  • Crash dumps: %HOMEPATH%\AppData\Local\CrashDump

Note: if the on-demand agent is triggered by Pulse Secure Host Checker, you can find log files at %appdata%\ Pulse Secure \Host Checker\policy_XXX (for example: C:\Users\bob\AppData\Roaming\Pulse Secure\Host Checker\policy_1)

macOS:
Installed client: ~/Library/Logs/Gears/logs and /Library/Logs/Gears/logs
On-demand client: On the desktop* as 'gears-ondemand.log'

Crash dump: ~/Library/Logs/DiagnosticReports and /Library/Logs/DiagnosticReports

*When running the Mac on-demand client as root, the logs will appear in /var/root/Desktop/gears-ondemand.log and additional malware logs will appear in ~/Library/Logs/Gears/logs/Metascan-Client-V2.log


Linux V4: (version 15.x.y.z)

  • Agent log: /var/log/opswatclient

Linux V3: (version 14.0.x.y)

  • Agent log: /var/log/gears.log

  • Error log: /var/log/gears.err

  • Configuration: /etc/gears/gears.json

Android/iOS:
Logs are only stored in memory, but can be sent via email from within the app by selecting the option on the feedback screen.

OPTION 2: Remotely retrieve the agent 's logs from the MetaAccess console

Note: this option requires

  • you have an administrator permission on your organization's MetaAccess account

  • the device is connecting to the Metaccess servers

  • only applicable to Windows/macOS persistent agent

As an administrator of the MetaAccess account, you can follow the below steps:

1. Log into MetaAccess console

2. Go to Inventory > Devices

3. Search for a device you would like to get logs

4. Select devices and choose Fetch Log action

images/download/attachments/37587628/image2018-5-21_11-36-9.png

5. When a device is connecting to MetaAccess cloud, the device will collect log files and submit to MetaAccess cloud.

6. To download log file you fetched from MetaAccess console, go to a device details and click on Events > Actions.
images/download/attachments/37587628/image2018-5-21_11-39-29.png

Sending the Logs to Support:

If you have been asked to share the files with support and they are too large to email or attach to the support ticket then please use the Large File submission feature on the OPSWAT support portal: https://portal.opswat.com/en/support/requests/large_file

This article was last updated on 2019-06-13

(This article was changed to reflect the new name of MetaAccess on 2017-09-27)

EA, TT