Troubleshooting on SDS for C&M clients

To troubleshoot a possible issue, the Technical Assistance Center (TAC) may ask you to provide some details about the client workstations or some traces of the users’ actions.

On the client workstation:

  1. On macOS, click on the macOS SDS icon icon in the menu bar and select the Settings menu.
    - or -
    On Windows, right-click on the Windows SDS icon icon in the notification area in the taskbar and select the Settings menu.
  2. In the Diagnosis tab, click on Refresh to view the date on which the security policy was applied.
  3. Click on More Details to get additional information on the security policy.

On the client workstation:

  1. On macOS, click on the macOS SDS icon icon in the menu bar and select the Settings menu.
    - or -
    On Windows, right-click on the Windows SDS icon icon in the notification area in the taskbar and select the Settings menu.
  1. In the Diagnosis tab, select Tracing or Tracing with screenshots. In built-in key management mode, select Session with screenshots if necessary.
  2. By default, only traces from the SDS for C&M product and service will be collected. If the product has been installed for all users, you can refine the level of traces to be collected. Click on More details, then on Automatic protection of folders/synchronized spaces to collect all traces regarding automatic protection as well.
    The Advanced traces must only be used when the Technical Assistance Center (TAC) specifically asks you to do so.
  3. Start a new tracing session.
  4. Repeat the same scenario that led to the issue, then stop the session.
  5. Send the generated compressed file to the TAC.

On an Android mobile device:

  1. In the Settings menu of the Data Security application, select Enable logs.
  2. Repeat the operations that caused the issue, then in the Settings menu, select Share logs.
  3. Share the trace.log file generated using the application of your choice and send it to the TAC.

On an iOS mobile device:

  1. In the device's settings, settings the Data Security application and enable the Traces parameter.
  2. Repeat the operations that caused the issue, then follow the procedure recommended by Apple to manage traces via the iTunes sysdiagnose tool.
  3. Disable traces in the device's settings.
  4. Send the traces to the TAC.