In the course of troubleshooting an issue on an Apple Mac computer, the Support representative has asked for technical information about the computer. There is not currently a SymDiag Tool for Mac, but the GatherSymantecInfo tool described below can be used with all Symantec Products on Mac.
On a Mac computer, the GatherSymantecInfo tool will gather technical information specific to Symantec products.
Place the file on the Mac client and double-click it. It will expand the GatherSymantecInfo.command file as well as a folder called SupportFiles.
Double-click on GatherSymantecInfo.command. It will open a Terminal window.
Enter the administrator password (it will not echo on-screen) and press Enter.
On the "Please enter the subscription key..." window, press Enter to bypass this screen. A subscription key does not apply to Symantec enterprise antivirus applications.
Gathering information... will appear.
When completed the Terminal window will indicate that the information was gathered and saved to the desktop (SymantecInfo.txt and SymantecInfo.zip, which is simply SymantecInfo.txt in a zip archive). Quit the Terminal application. (See below.)
Please send the SymantecInfo.zip file to Support for review.
Technical Information The following information is shown in this report:
1. Installed Symantec product info 2. /Library/PrivateFrameworks/SymSharedSettings.framework/Tools/SymSharedSettingsd -V 3. Symantec content info 4. Symantec processes in memory 5. Symantec kexts in memory 6. Contents of Symantec Info.plist files 7. Files in Symantec's support folders 8. Expected links in / 9. Files in /private/tmp 10. Files in /private/var/tmp 11. Contents of /private/etc/liveupdate.conf 12. LiveUpdate date file info 13. Subscription info 14. Corporate files in /Users/Shared 15. Contents of Symantec plist files in /Library/LaunchAgents 16. Contents of Symantec plist files in /Library/LaunchDaemons 17. Contents of loginwindow.plist files 18. Symantec crontab entries 19. Shut down times as reported by PrintShutDownTimes 20. Proxy info via system_profiler 21. system_profiler -detailLevel mini | grep -iv 'serial num\|part num' 22. Last 20 lines of "/Library/Application Support/Symantec/Daemon/error.log" 23. Last 600 lines of system.log 24. CrashReporter logs 25. LiveUpdate log
Gathering a System Profiler report may also be beneficial. Follow the instructions provided on the Apple document below to save the report: