Getting help on the agent

In the Contact tab, locate the following information:

• Technical support contact: details of the service to get in touch with if you encounter issues with the SES Evolution agent. This information appears only if you have chosen to do so in the configuration of the agent group. For further information, refer to the section Showing Technical support information on agents.
• Information: Details of the agent installed on this workstation.

• Request a challenge from your administrator. For further information, refer to the section Resolving issues with challenges.

• Enable Maintenance mode if you need to disable self-protection on the agent to perform maintenance operations. Administrator privileges are required. For further information, refer to the section Understanding self-protection on agents and performing maintenance operations.

CAUTION
If Maintenance mode is enabled, it must be disabled as soon as maintenance operations are over by clicking on Disable in the agent interface. This will restore self-protection and security on the workstation. In addition, the agent’s automatic updates are suspended when Maintenance mode is enabled.

• Export logs that have not yet been sent to the agent handler because the agent was disconnected from the network, for example.

To form a diagnosis, refer to the section Diagnosing issues on agents.

Agents’ logs can be read in the Events tab of each agent's interface. For further information, refer to the section Viewing logs in the agents’ interface.

Only Alert and Emergency level logs that have resulted in a block are displayed on a non-administrator user's agent.

An administrator user can view all log levels, blocking or non-blocking, according to the levels configured in the security rules to be sent to the agent. For further information, refer to the section Configuring log management.

Similar logs are grouped together in the agent interface of a non-administrator user.

Agent logs can also be read on the administration console and the syslog server, if you have configured one.

The agent dashboard shows the number of quarantined files in the middle area. Click on the hint to display the Quarantine tab of the Help and Support panel.

The tab displays a real-time list of files that have been quarantined, with their name, location, quarantine date and the date on which they will be deleted.

In the Protections tab, you can view the list and status of SES Evolution agent protection modules. It corresponds to the agent configuration features you can enable or disable in the administration console. For more information, see Choosing the features to enable on agents.

Disabled modules or protections are displayed in gray or with a crossed-out round icon.