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How to collect a MER log for ePolicy Orchestrator and McAfee Agent
Technical Articles ID:   KB72895
Last Modified:  6/11/2019
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Environment

McAfee Agent (MA) 5.x
McAfee ePolicy Orchestrator (ePO) 5.x

Summary

Capture the Minimum Escalation Requirements (MER) log before you contact Technical Support for ePO 5.x and MA 5.x issues.

IMPORTANT: You must follow the steps in the order listed to get a useful log.
 
NOTE: LogSize can be adjusted based on the frequency of the issue. If the issue occurs in a three-hour window, increase the size accordingly so that the log entries are not rolled over in three hours time.
  1. Ensure that you have the latest MER tool. To download the latest MER tool, go to https://mer.mcafee.com.
  2. Click the Tools tab.
  3. Select WebMER and download the appropriate version.
  4. Enable LogLevel 8 and LogSize 20 for ePO and MA. For information about enabling Log Level 8, see:
  5. Reproduce the issue. Make a note of the local computer time that the issue occurs and provide that information to Technical Support.
    NOTE: This step is mandatory.
     
  6. Run the MER tool and capture a full MER log.
    NOTE: Execute the mertool.exe using Run as Administrator to get all important files collected.
     
  7. Capture a Process Monitor Log with no filters, covering the time of the issue for the following scenarios:
    • Product update
    • Failed DAT Update
    • Other update failure or upgrade issue (applicable for MA)

      For more information about how to use the Microsoft Process Monitor, see KB50981.
NOTE: After you have collected the required logs, revert to the original settings for the values specified in step 4 to avoid unnecessary log disk space consumption.

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