Troubleshoot Linux Computers

Applies To: WatchGuard Advanced EPDR This topic applies to the WatchGuard Advanced EPDR endpoint security product., WatchGuard EPDR This topic applies to the WatchGuard EPDR endpoint security product., WatchGuard EDR This topic applies to the WatchGuard EDR endpoint security product., WatchGuard EPP This topic applies to the WatchGuard EPP endpoint security product.

This topic helps you verify that your Linux distribution is compatible with WatchGuard Endpoint Security products and that your Linux computer can communicate with the required Endpoint Security URLs.

For information about how to install the WatchGuard Agent on a Linux distribution, see Install the Endpoint Software Locally.

Before you troubleshoot an issue:

• Make sure that your Linux distribution meets the Installation Requirements.
  
• Make sure that your Linux distribution can communicate with the required URLS (external link).
  

Collect Data

If your Endpoint Security product has the latest updates but an issue exists, collect this information to help with a Support case:

• Screenshot of the issue.
• Description of the issue.
• Based on your Endpoint Security product version number, collect data for:
  • Collect Data for Endpoint Software Versions 3.02.0 and Higher
  • Collect Data for Endpoint Software Versions 3.01.x
  • Collect Data for Endpoint Software Versions 3.00.0 and Lower
• Enable Support Access to your WatchGuard Cloud account.

If an issue occurs with an Endpoint Security product that has a version lower than 3.01, before you create a Support case, upgrade to the latest available version.

Collect Data for Endpoint Software Versions 3.02.0 and Higher

You can use the aether_logs_linux_v3.sh script to collect data about the endpoint software. If you contact Support, provide the tar.gz file that the script generates.

To use the aether_logs_linux_v3.sh script:

1. Download the package that contains the aether_logs_linux_v3.sh script:
   https://www.pandasecurity.com/resources/tools/linux_ua_tool.tar.gz (external link)
   The file is password-protected. Use 'panda' for the password.
   
2. From a terminal window, navigate to the download directory.
3. To extract the script file with root privileges, type:
   sudo tar xvfz ./linux_ua_tool.tar.gz -C /
4. The package contains files that have the execute permission set. The files decompress to this path:
   /opt/panda-security/endpoint/internal_tools

5. To run the aether_logs_linux_v3.sh script from the package, type:
   sudo /opt/panda-security/endpoint/internal_tools/aether_logs_linux_v3.sh --collect-logs

When done, the procedure creates a tar.gz file. The file contains troubleshooting logs. To help with your Support case, contact Support and provide the tar.gz file.

Collect Data for Endpoint Software Versions 3.01.x

You can use the aether_logs_linux_v3.sh script to collect data about the endpoint software. If you contact Support, provide the tar.gz file that the script generates.

To use the aether_logs_linux_v3.sh script:

1. Download the package that contains the aether_logs_linux_v3.sh script:
   https://www.pandasecurity.com/resources/tools/30100000x_ua-tool-support.tar.gz (external link)
   The file is password-protected. Use 'panda' for the password.
   
2. From a terminal window, navigate to the download directory.
3. To extract the script file with root privileges, type:
   sudo tar xvfz ./30100000x_ua-tool-support.tar.gz -C/
4. The package contains files that have the execute permission set. The files decompress to this path:
   /opt/panda-security/endpoint/internal_tools

5. To run the aether_logs_linux_v3.sh script from the package, type:
   sudo /opt/panda-security/endpoint/internal_tools/aether_logs_linux_v3.sh --collect-logs

When done, the procedure creates a tar.gz file in the Home directory. The file contains troubleshooting logs. To help with your Support case, contact Support and provide the tar.gz file.

Collect Data for Endpoint Software Versions 3.00.0 and Lower

You can use the aether_logs.sh script to collect data about the endpoint software. If you contact Support, provide the tar.gz file that the script generates.

To use the aether_logs.sh script:

1. Download the .ZIP file that contains the aether_logs.sh script:
   https://www.pandasecurity.com/resources/tools/aether_logs.zip (external link)
   The file is password-protected. Use 'panda' for the password.
2. Unpack the aether_logs folder to a location of your choice.
3. From a terminal window, navigate to the aether_logs directory.
4. To run the aether_logs.sh script with root privileges, type:
   sudo ./aether_logs.sh
   The Options menu shows.

5. To start to gather logs, type 0.
6. Replicate the issue.
7. When done, to exit, type 1.

The procedure creates a tar.gz file in the aether_logs directory. To help with your Support case, contact Support and provide the tar.gz file.