Product guide

Problem Solution
Issues with the EIM extension In case of issues with the EIM extension:
• Provide the policy configuration.
• Provide the browser version details.
• In case of certificate issues, provide the ePO Audit logs.
• Collect the ePO MER logs. For more information, see KB59385.
Issues with the McAfee EIA/
communicator crash
In case of issues with the McAfee EIA/ communicator crash:
• Collect the crash dump from crashes folder in the installation
directory.
• Provide the relevant windows event viewer log.
• Enable debug logs for McAfee EIA service by changing the log
level to debug in the ePO advanced policy.
• Collect all mfe-eia.log and mfe-eiaepocom logs.
• Collect the ePO, eia install log files.
• Collect the etlTrace, mfe-eiaepocom and mfe-eia logs.
• If possible, provide the relevant crash .exe file, for example,
mfe-ebg64.exe or mfe-eiaepocom.exe.
• Provide the MA debug logs in case of ePolicy Orchestrator
communicator crash.
While using the LogCollector
tool, I receive the error,
copying EIA diagnosis logs
to C:\Program Files
(x86)\McAfee\Endpoint
IntelligenceAgent\x64\
\EiaDiagnosisLogs.CAB file
not found - DB.
The LogCollector tool copies files from the %programdata%
\McAfee\Common Framework\DB\ and the %AppData%\McAfee
\Common Framework\DB\ folders. Check these folders; in their
absence this error occurs.
Maintenance and troubleshooting
Troubleshooting tips
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Endpoint Intelligence Agent 2.1.0 Product Guide
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