To troubleshoot DLP Endpoint issues, Technical Support requires that you generate a dump file using the Agent Diagnostic Tool.
To begin an Agent Diagnostic Tool session:
- Open the hdlpDiag.exe from C:\Program Files\McAfee\DLP\Agent\Tools.
- Double-click hdlpDiag.exe, and a prompt for a validation code is displayed. The Helpdesk tool in ePO generates the code.
- Log on to the ePO console and navigate to the Helpdesk (Menu, Systems, Helpdesk).
- Choose the option to Generate DLP Client Override Key.
- Leave the Key Type as Client Bypass key.
- Provide the End User Name and End User Email Address.
- In the Client Bypass Password section, select Get Password from Policy. Choose the Policy assigned to the system and provide the Revision Number. You can find this number in the DLP Console on the endpoint under the About tab.
- In the Identification Code section, select Enter End User Identification Code. This code was displayed when the Agent Diagnostic tool was started.
- Click Generate Key.
NOTE: Make sure that the policy revision and policy name match what is in the DLP Console on the endpoint. If not, an error in the Helpdesk console is displayed when you try to generate a key.
- Copy the key to the Validation Code section of the Diagnostic Tool and click OK.
When the DLP Agent Diagnostic Tool is running, use the following steps to generate the Agent Diagnostic Dump file:
- Reproduce the issue.
- Save the Session file of the DLP diagnostic tool. Click File, Export to file. Save the HDiagTool.OPG file that is generated.
- Generate the DLP Diagnostic Dump. Navigate to Tools, DLP Endpoint Dump.
- Click Create.
- You see the location being prompted where it is saved. Compress this file and attach it to the Service Request.
- 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 fields to have your password and instructions emailed to you.
