titanium 3.0 guide questions and activity- supportability

7/31/2019 Titanium 3.0 Guide Questions and Activity- Supportability

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Titanium 3.0- Supportability

1. What are the different Support Tools that you have for Ti 3.0?

Knowledge Base

Training WIKI

Diagnostic Toolkit

2. What are the ways to access the Diagnostic Tool Kit?

Open the Start Menu

Browse through the install folder of the program

And for windows vista and 7 clients may use their search option

3. What are the different Tabs for the Diagnostic Tool Kit?

Threats - This automatically help customers generate a Malicious

Software Logs Temporary ID, and collects malware log for support analysis.

Debug - Collects system information, system registry, AMSP debug logs,

Titanium debug logs, installation logs, engine debug logs, AMSP

configurations and TMS configurations. Helps engineer modify files even if

AMSP service is running. The self-protection will be enabled automatically if

AMSP service is restarted.

Uninstall - Used to forcefully uninstall Trend Micro Security Components

if the program could not be uninstalled successfully by the user.

Details - SupportTool can list components in TMS; the information on

SupportTool is the same as that on Component Information page of

Titanium including the name of the program components, patterns and

engines. The purpose of this list is to provide information in case that

Titanium (AMSP service) cannot start successfully

4. Explain the process of generating the Malware Logs using the Threats Tab in

the Diagnostic Toolkit.

Collects malware log for support analysis.


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Click on the button Generates a Malicious Software Logs Temporary ID

for the SIS Tool

It would first Download Initial Package

This will create a temporary file

underC:\Windows\Temp\supportcustomizedpackage.exe

It would then Copy and Execute in Titanium Folder C:\Program

Files\Trend Micro\Titanium\TrendMicro AntiThreat Toolkit

Next it would Scan the Computer and send feedback to SPN

Support Engineer analyze the information from SIS

Customer run the ATTK package from Support Engineer

5. How do you collect Logs for Ti 3.0?

6. Whats the difference between the Debug Level 2 and Level 3?

Debug Level 2 is Detail. The log file contains info, warning, error and

fatal. While Debug level 3 is the Normal. The log file only contains warning,

error and fatal.

7. What is the file path for the default Debug folder?

C:\program files\trend micro\titanium\archive

8. Delete Titanium Security Updates Files deletes the content of what folder?

Delete Titanium Security Updates Files. This deletes the content of

C:\Program Files\Trend Micro\AMSP\update\iau_sdk\iaudata.

9. Delete Titanium Proxy Files deletes the contents of which folder?

Delete Titanium Proxy Files which deletes the contents of C:\Program

Files\Trend Micro\AMSP\Module\20004\temp

10.It is an alternate way to check the program version aside from the About Page.

Details tab which would Display the current installed product version,

serial number, and expire date.

11.Whats the difference between Soft and Hard Block?

hardblock - wherein The user was not able to meet the systemrequirement therefore would not be able to install the program.


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19. Discuss 2 Issues and Resolutions for INSTALLATION.

20. Discuss 2 Issues and Resolutions for ACTIVATION.

21. Discuss 2 Issues and Resolutions for REGISTRATION.

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