Frequently Asked Question

What is ESET Log Collector?

ESET Log Collector is an application that automatically collects information and logs from a computer in order to help resolve issues more quickly. When you have a case open with ESET Customer Care, you may be asked to provide logs from your computer. ESET Log Collector will make it easy for you to collect the information needed.

Before using ESET Log Collector

• The program must be run from an administrative account, it will not be able to collect all necessary information if run from a standard account.
   
• The ESET Log Collector will not function in Safe Mode.

 

How do I use ESET Log Collector?

1. Download ESET Log Collector from our website's download section - Download Utilities.
    
2. After the tool has finished downloading, double-click it to run the tool.
    
3. Click Accept to accept the End-User License Agreement (EULA).
    
4. Select the appropriate check boxes for the logs that you want to collect. If you are unsure what to select, leave all check boxes selected (default option).
    
5. Click ... (browse) next to Save archive as, specify the location where you want to save archive files and then clickSave (the archive file name is already predefined).
    
6. Click Collect.

Once collection is started, it will take some time to complete. You can view the operation log window at the bottom to see what operation is currently in progress. When collection is finished, "All files have been collected and archived" will be displayed. This means that collection was successful and the archive file (for example, emsx_logs.zip) has been saved in the location specified in step 5.

 

What kind of files does ESET Log Collector collect?

Metadata

• metadata.txt – contains the date of the zip archive creation, ESET Log Collector version, ESET product version and basic licensing info.
• collector_log.txt – a copy of the log file from the GUI – contains data up to the point when the log collector is run.

Configuration

• info.xml – informational XML that details the ESET product installed on a system. It contains basic system information, installed product information and a list of product modules.
• Configuration\product_conf.xml – XML with exported product configuration.
• Configuration\SysInspector-<username>-<datetime>.xml – SysInspector log.

Windows

• Windows\Log\Application.xml – XML containing Windows Application event logs in a custom XML format suitable for viewing in Microsoft Excel. Only messages from the last 30 days are included. All string references are translated on the source machine so that the viewing machine does not need access to referenced resource DLLs.
   
• Windows\Log\System.xml – XML containing Windows System event logs in a custom XML format suitable for viewing in Microsoft Excel. Only messages from the last 30 days are included. All string references are translated on the source machine so that the viewing machine does not need access to referenced resource DLLs.
   
• Windows\Processes\Processes.txt – text file containing a list of running processes on the machine. For each process, the following items are printed:
  
  • PID
  • Number of threads
  • Number of open handles grouped by type
  • Loaded modules
  • User account it is running under
  • Memory usage
  • Timestamp of start
  • Kernel and user time
  • I/O statistics

ESET Common Logs

• ESET\Log\Common\virlog.dat – ESET detected threats log in XML format.
• ESET\Log\Common\warnlog.dat – ESET product event log in XML format.
• ESET\Log\Common\eScan\*.dat – ESET on-demand log(s) in XML format.
• ESET\Log\Common\hipslog.dat – ESET HIPS log in XML format.
• ESET\Log\Common\epfwlog.dat – ESET personal firewall log in XML format.
• ESET\Log\Common\urllog.dat – ESET web filter log in XML format.
• ESET\Log\Common\parentallog.dat – ESET parental control log in XML format.
• ESET\Log\Common\devctrllog.dat – ESET device control log in XML format.
• ESET\Log\Common\spamlog.dat – ESET spam log in XML format.

ESET Server Line of Products Logs

• ESET\Log\Common\ServerOnDemand\*.dat – ESET server on-demand log(s) in XML format.

     Email Servers (EMSX, EMSL)

• ESET\Log\Email\spamlog.dat – ESET spam log in XML format.
• ESET\Log\Email\greylistlog.dat – ESET greylisting log in XML format.
• ESET\Log\MailServer\*.dat – ESET diagnostic e-mail processing logs in binary format, direct copy from disk.

     File Server (ESHP)

• ESET\Log\ESHP\SHPIO.log – ESET diagnostic log from the SHPIO.exe utility.

Product Specific Logs

     Lotus Domino

• LotusDomino\Log\notes.ini – Lotus Domino configuration file.
• LotusDomino\Log\IBM_TECHNICAL_SUPPORT\*.* – Lotus Domino logs, not older than 30 days.

     MS SharePoint

• SharePoint\Log\*.log – MS SharePoint logs, not older than 30 days.

     Kerio Connect

• Kerio\Connect\mailserver.cfg - Kerio Connect configuration file.
• Kerio\Connect\Log\{mail,error,security,debug,warning}.log - Selected Kerio Connect log files.

     Kerio Control

• Kerio\Connect\winroute.cfg - Kerio Control configuration file.
• Kerio\Connect\Log\{alert,error,security,debug,warning}.log - Selected Kerio Control log files.