How to collect a Minimum Escalation Requirements log for ePolicy Orchestrator and McAfee Agent

Technical Articles ID: KB72895
Last Modified: 7/10/2023

Environment

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

Minimum Escalation Requirements (MER) Tool

Summary

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.

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How to collect a Minimum Escalation Requirements log for ePolicy Orchestrator and McAfee Agent

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How to collect a Minimum Escalation Requirements log for ePolicy Orchestrator and McAfee Agent

Environment

Summary

Related Information

Affected Products

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