> Source: [sk180982](https://support.checkpoint.com/results/sk/sk180982)

# sk180982 - Log collection before opening a ticket for Harmony Endpoint Issues

| Property | Value |
|----------|-------|
| Solution ID | sk180982 |
| Date Created | 2023-05-12 |
| Last Modified | 2023-12-07 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, R82.20, R82.10, R82, R81.20 |

## Solution

In an effort to improve the customer experience with TAC, please collect and attach the applicable logs to a ticket after creation. Before collecting logs, please replicate and record the timestamp for the replication and include this in the ticket as well.  

**Endpoint Server Issue:**  

* **On-Premise:**
  * <https://support.checkpoint.com/results/sk/sk158572>
  * **NOTE:** Errors encountered in SmartEndpoint (policy push failure, License issues, etc.), may result in an "Error" pop-up with the ticket number. Please take note of this ticket number and/or take a screenshot of the error prior opening a case with Support. The ticket number refers to a specific entry in the server logs that can contain detailed information on the error. Providing this ticket number when opening the case expedites the investigation of the error.
* **EPMaaS:**
  * Include Tenant name, and either the Account ID as found in Global Settings or the Connection Token as found in Service Management tabs, and time stamp if not a Web Console issue.
* **Web Console issues, include one of the above, plus:**
  * <https://support.checkpoint.com/results/sk/sk180112>

**Client issue:**   

* **Harmony Browse:**
  * <https://support.checkpoint.com/results/sk/sk174923>
* **Windows client:**
  * <https://support.checkpoint.com/results/sk/sk90445>
  * FDE issues: <https://support.checkpoint.com/results/sk/sk103837>
* **Mac client:**
  * <https://support.checkpoint.com/results/sk/sk105497>
* **Linux client:**
  * <https://support.checkpoint.com/results/sk/sk180992>

**Note:** Please include server logs and information when collecting client-side logs. The timestamp is especially important in these situations.  

<br />

Helpful Links:  
[How to resolve most popular Endpoint Security Client installation errors](https://support.checkpoint.com/results/sk/sk170419)

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content