How to Collect Logs and Open a Support Case for MDESDK?

This article explains the correct process for opening a support case for MetaDefender Endpoint Security SDK (MDESDK) and how to collect the necessary logs. Supplying this information at the start of your case helps the OPSWAT Support team investigate and resolve issues more quickly.

Information to Include in Your Support Case

To help us investigate your issue effectively, please include the following details in your support ticket:

Required information:

1. 🧩 Product Name & Versione.g., Google Chrome 141.0, Mozilla Firefox ESR 142.0, ESET Endpoint Security 12.0.2062.0

2. 💻 OS Detailse.g., Windows 11 en-US , macOS Tahoe 26 Dutch

3. ⚙️ SDK Version and Architecturee.g., SDK 4.3.5028.0 x64, SDK 4.3.4463.0 ARM64

4. 📘 Type of Support Needed (for new products or new versions)

   • Detection (compliance and remediation)
   • Patching
   • Vulnerability detection

5. 📝 Issue Details

   • Clear description of the issue
   • Steps to reproduce
   • How many devices are impacted
   • Expected behavior vs. actual behavior

To speed up troubleshooting, please also provide:

1. 📦 Product Installer File: If available, please provide the installer and a temporary license (some product functions may be restricted without a proper license).

2. 🖼️ Screenshots evidence A few screenshots would help in these cases:

   • Product UI value differs from SDK returned value.
   • Application not shown in Control Panel although SDK reports “successful install”.

3. 🔑 Process privilege Let us know whether you are invoking SDK with a non-admin or admin user.

4. 🔧 Is the process belong to a service? If you are calling SDK as a sub-process of your service, please also let us know.

Collecting Debug Logs (Mandatory for Most Issues)

To investigate issues, OPSWAT Support requires v4Debug logs. Please follow the below steps to collect them:

1. Retrieve v4Debug.dat file from the SDK engine package under the config directory.

   • Or you can create it manually:
     • Create a blank text file.
     • Rename it to v4Debug.dat.

2. Place v4Debug.dat file in the same folder as the SDK libraries (libwa* files).

3. Run the SDK, debug logs will be collected automatically.

4. Reproduce the issue so it is recorded in the logs.

5. Look for generated log files in this format:

v4DebugInfo_XYZ_....log

wahost_log_<timestamp>.log (on MacOS)

Note____: wahost log will only generate when wahost feature is enabled

6. Collect all generated log files.
7. Compress the logs into a .zip file and attach them to your support case.

If You Experience a Crash

Please provide the following to expedite the troubleshoot process:

• A full user-mode crash dump (DumpType=2) .dmp file.
• Corresponding v4Debug logs collected during the crash.
• Steps performed before the crash (how to reproduce it).
• Detailed about SDK information used.
• Whether the issue occurs in other SDK versions (older/newer).
• Frequency of the issue (every time, sometimes, rarely).
• How many devices are affected by the crash.

If You Cannot Provide Logs

If logs are not available, please give as many details as possible, including:

• Exact error or issue observed.
• Steps to reproduce the problem.
• Environment details (OS, SDK version, etc…)

Summary

For faster issue resolution, please always provide the following information:

• Product name, version, installer, and a clear issue description.
• The most detailed possible explanation of the observed behavior and the expected behavior.
• Collect and attach debug logs (using v4Debug.dat or WaDiagnose.exe).
• For crashes, provide crash dumps along with reproduction steps.