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How to collect Minimum Escalation Requirements for Endpoint Protection for Mac, Endpoint Security for Mac, and VirusScan for Mac
Technical Articles ID:   KB87626
Last Modified:  8/16/2017
Rated:


Environment

McAfee Endpoint Protection for Mac (EPM) 2.x
McAfee Endpoint Security for Mac (ENSM) Firewall 10.x
McAfee ENSM Threat Prevention 10.x
McAfee ENSM Web Control 10.x
McAfee VirusScan for Mac (VSMAC) 9.x

Apple Macintosh OS X

Summary

EPM, ENSM, and VSMAC have a built-in Minimum Escalation Requirements (MER) tool. This MER tool collects the following data from the Mac system so that Technical Support can analyze and resolve a problem:
  • System information (Kernel version, uptime, Kernel state, and last logged in user names)
  • List of installed applications/packages
  • File System information
  • Virtual memory information
  • List of Kernel extensions loaded
  • Exported environmental variables
  • List of network interfaces
  • Routing table information
  • List of open files by application
  • List of all running processes
  • System profiler output
  • system.log, install.log, and crash logs
  • Product logs and information

Solution

Perform the following steps to run the MER tool using the user interface:
  1. Close any unnecessary applications (for example, your word processor or spreadsheet) to make the collection process faster.
  2. Open EPM/ENSM/VSMAC from Applications, and select Help from the menu bar.
  3. Click Run MERTool.
  4. When prompted, type your password to complete the process. This allows the files to be created in your home directory.
  5. Wait for the MER tool to collect the data. The collection process might take some time depending on the speed of your Mac system.
     
    NOTES:
    • The MER file created is named McAfeeMERTool_XXXX.zip and is located in your home folder.
    • The file is already compressed.
  6.  
  7. Send the MER file to Technical Support for further analysis.
     
    To contact Technical Support, log on to the ServicePortal and go to the Create a Service Request page at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR:
    • If you are a registered user, type your User Id and Password, and then click Log In.
    • If you are not a registered user, click Register and complete the required fields. Your password and logon instructions will be emailed to you.

Solution

Perform the following steps to run the MER tool using the command line:
  1. Close any unnecessary applications (for example, your word processor or spreadsheet) to make the collection process faster.
  2. Open the terminal console.
  3. Type the following command and press ENTER:

    sudo /usr/local/McAfee/MSCMertool -s McAfeeMERTool
  4.  
  5. Wait for the MER tool to collect the data. The collection process might take some time depending on the speed of your Mac system. When the MER tool finishes, it will display the location of the compressed output .zip file.
  6. Send the MER file to Technical Support for further analysis.
     
    To contact Technical Support, log on to the ServicePortal and go to the Create a Service Request page at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR:
    • If you are a registered user, type your User Id and Password, and then click Log In.
    • If you are not a registered user, click Register and complete the required fields. Your password and logon instructions will be emailed to you.

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