After you log a support case, Technical Support might request more logs and files to troubleshoot your McAfee Client Proxy issue.
IMPORTANT: Support might request further logs and files beyond the following requirements.

Logs and information needed for MCP installation issues:

• McAfee Agent Version
• MCP Version
• ePO Version
• MER log endpoint
• Procmon Logs
• Windows Event Viewer Logs

Logs and information needed for MCP upgrade issues:

• McAfee Agent Version
• MCP Base Version
• MCP Upgraded Version
• MER Log Endpoint
• Procmon Logs
• Windows Event Viewer Logs

Logs and information needed for MCP redirection issues.

• McAfee Agent Version
• MCP Base Version
• MCP Upgraded Version
• ePO Version
• MCP Support Tool File
• Windows Event Viewer Logs

Logs and information needed for MCP Policy Push Issues.

• McAfee Agent Version
• MCP Version
• MCP Policy XML
• MER Log Endpoint

  Minimum Escalation Requirement (MER) Logs

1. Download the MER tool.
   See KB59385 for steps to download and run the MER tool.
    
2. Reproduce the issue.
   NOTE: Record the time and date when you reproduced the issue.
    
3. Run the MER tool as an administrator.
4. Under What Product should WebMER collect data for, select McAfee Client Proxy.
5. Click Start.
6. Save the output and attach it to your support case.

Procmon Log

1. Download Process Monitor from:
   https://download.sysinternals.com/files/ProcessMonitor.zip
   NOTE: For more information about Process monitor, see:
   https://docs.microsoft.com/en-us/sysinternals/
    
2. Unzip and run the Process Monitor as Administrator.
   NOTE: Record the time and date when you reproduced the issue.
    
3. Reproduce the issue.
4. Save the results with the All Events option selected and attach it to your support case.

Windows Event Viewer Logs
NOTE: Make sure that you have reproduced the issue and have recorded the time and date of the replication.

1. Open Control Panel, click Administrative Tools, Open Event Viewer.
2. Open Windows Logs, click Application, right-click Save All Events As, name the output file Application-logs.
3. Open Windows Logs, click System, right-click Save All Events As, name the output file System-logs.
4. Attach the saved logs to your support case.

MCP Support Tool

1. Install Wireshark on your client:
   IMPORTANT: Wireshark must be installed on your client, otherwise the Support Tool doesn't start.
   1. Navigate to https://www.wireshark.org/#download and download the needed executable.
   2. Install Wireshark.
   3. Navigate to C:\Windows\System32\Npcap.
   4. Copy the 4 files in that directory and paste them into C:\Windows\System32.
      IMPORTANT: If you fail to copy these files, you see an error when you run tcpdump in the support tool.
       
2. Download and extract the ZIP file attached to this article.
   NOTE: The ZIP file extracts into multiple folders, x64 for 64-bit operating systems and x86 for 32-bit.
    
3. Navigate to the appropriate folder for your operating system.
4. Select the MCPSupportTool.exe file and Run as Administrator.
5. After the file opens:
   1. Select Log Collection Mode as the Operating Mode.
   2. Configure the Output folder. The logs are placed in this folder.
   3. Select Network Traces checkbox. This option tells the tool to capture network traces.
   4. Configure one or more interfaces. Select the interface from which you want to capture network traces.
   5. Run capture:
      1. Click Start Capture.
      2. Reproduce the issue.
      3. Click Stop Capture.
          
   6. Select Collect option.
      Support Tool collects the following data:
      • MCP logs and configuration.
      • System and information.
      • Crash dumps.
      • The installed program list.
         
6. Gather the files from the directory configured earlier and attach them to your support case.

MCP Policy (retrieved from ePO GUI)

1. Log on to ePO.
2. Click Menu, Policy Catalog. For Product, select McAfee Client Proxy.
3. Select the MCP Policy to download.
4. Click Edit, Actions, Export Policy to File.
5. Download the McAfee Client Proxy Policy Server and Client File.

Orion Log (retrieved from ePO Server)

1. If advised to by Technical Support, enable ePO debug logging.
   See KB52369 for further information.
    
2. Reproduce the issue.
3. Log on to the ePO Server.
4. Navigate to <epo install dir>\Server\Logs.
5. Locate the Orion.log.
6. Attach the Orion.log to your support case.