How to make a request for a remote FSDIAG for PSB products

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Katriina_M Posts: 445 F-Secure Employee

If there is an issue with a computer in your managed accounts, the PSB admin can select the computer and make a request to the customer, who allows an FSDIAG file (diagnostic data) to be collected and uploaded to the PSB portal. The diagnostics file is essential in finding out more about the issue and its root cause.

This functionality is only available for Windows, both servers (with the new Server Protection clients) and computers.

  1. Log into the PSB portal, and go to the relevant customer account, if you are managing multiple accounts.
  2. Once in the correct account, select Devices, and click on the link for the relevant device (the device that has the issue and for which the fsdiag file is needed).

    This opens up a page with device details.

  3. Select Request Diagnostic file at the bottom of the page, then select Request. For privacy purposes, a notification appears for the end user; this does not appear on the server side.

    Note: To check that the request has been sent to the customer, in the customer account, go to Support > View fsdiag operations. Here, you can view which requests have been made and when they expire.

  4. Make sure that the customer allows the FSDIAG file to be collected. To do this, they select Allow once they see the notification on their device.
  5. When the customer has allowed the FSDIAG file, in the customer account, go to Support > View fsdiag operations to check that the file is now in the system.
  6. On the Fsdiag operations page, get the reference number for the FSDIAG file created and include this number in the Support ticket to F-Secure Support. In the Support ticket, F-Secure can see the reference number and can download the file for further investigation.

    Note: The FSDIAG file can only be seen by F-Secure Support or by partners that need to access to this information for support purposes. The FSDIAG file is automatically deleted after two weeks.