Capture the
MER log before you contact Trellix 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: You can adjust the log size 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 aren't rolled over in three hours time.
- Make sure that you have the latest MER tool. To download the latest WebMER and ePO-MER tool, go to Tools.
- Select the appropriate platform and download the MER tool.
- Reproduce the issue. Make a note of the local computer time that the issue occurs and provide that information to Technical Support.
IMPORTANT: This step is mandatory.
- Run the MER tool and capture a full MER log. For the most reliable data collection, don't use the default configuration option to Auto-Detect products. Choose each product you want to collect data for specifically.
NOTE: Execute the MER.exe using Run as Administrator. Otherwise, the MER tool might fail to collect critical files needed to diagnose the problem.
