Skip to main content

Check out Interactive Visual Stories to gain hands-on experience with the SSE product features. Click here.

Skyhigh Security

Using the LDT Hardware tools to gather Appliance Troubleshooting Logs

You must capture System and Disk logs to troubleshoot hardware issues on Intel-based appliances. This article will guide you through the steps to image a USB drive with LDT Hardware tools, run these tools on the appliance, and gather the logs for analysis.

Solution 1

To install the LDT tools on a USB drive:
  1. Download the LDT-getlogs ISO from the Product Downloads site:
    1. Open the Trellix downloads site.
    2. In the Search by Product Name box, type LDT.
    3. Click the LDT Diagnostic Tool link.
    4. Click the LDT-getlogs ISO link and save the ISO file. Currently, LDT-getlogs - ISO Version 2.1.15042.
  2. Download and install Rufus.
  3. Plug your USB drive into your client.
  4. Open Rufus and in Device, select your USB drive.
  5. Configure your USB drive with the following settings:
    • Partition scheme and target system type:
      MBR partition scheme for BIOS or UEFI computers
    • File system:
      FAT32 (Default)
    • Cluster size:
      4096 byte (Default)
    • New volume label:
      LDT-getlogs ISO
    • For Format options:
      • Enable Quick Format.
      • Create a bootable disk using: Select and Enable ISO Image from the drop-down list.
      • Enable Create extended label and icon files.
  6. Click Browse next to the drop-down list and point to the LDT-getlogs ISO file that you downloaded earlier.
  7. Click Start and image the USB drive. You can now use the imaged drive to boot the appliance to the LDT-getlogs tools.
To boot the appliance using the LDT tools:
  1. Plug the imaged USB drive into the USB slot at the back of the appliance.
  2. Turn on the appliance.

If the appliance is already turned on, type Reboot from the command line and press Enter.

  1. At the BIOS menu, press F6 for the Boot Menu.
  2. Select the imaged USB drive and boot from the drive.
  3. After the LDT tool finishes booting, you will see the following options:

    L) Capture System and Disk Logs
    U) Unmount the USB drive (USB currently mounted on /mnt)
    R) Reboot
    P) Power-Off
    H) Help
    S) Shell
  4. Press L to collect the logs.

These logs are written back to the USB drive in the format documented on the appliance screen. Record the name of the file that the tool creates, which contains the logs from the screen.

  1. Press U to unmount the USB drive. 
  2. Press R to reboot the appliance. 

Solution 2

If you're unable to download and use Rufus, Go to LDT-2.0-004-Guide.pdf for steps to configure and create a USB drive with the LDT-getlogs ISO.

This process requires access to a Linux command line and administrator rights with the ability to mount the USB drive.  When you have the USB drive, follow steps in "Solution 1" to perform the log capture.