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Collecting Diagnostics cover — everything gathered, nothing rummaged. When Common issues has not resolved a problem, support needs the same set of information every time. The AgenShield app collects it for you — there are no files to find and nothing to run as root.

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Download the bundle

1

Open the AgenShield app

From the menubar icon, or from /Applications.
2

Go to Support

The Diagnostics card is near the top of the page.
3

Click “Download diagnostics (.zip)”

The app shows collection progress; a full bundle can take up to a minute. macOS then asks where to save the archive.
4

Send that one file to support

The app shows the saved path and its size, with a button to reveal it in Finder.
That single .zip contains every AgenShield log plus the current permission and health status.
Collect the bundle before uninstalling or disabling AgenShield. Uninstalling removes the configuration and state that explain what went wrong.

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What the bundle contains

That last row matters: if a log was unreadable rather than absent, the bundle says so. It lets support tell “there is nothing here” apart from “we could not open it”.

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If the app says it saved a reduced bundle

The app prefers a full bundle assembled by the background service. If that service is down or hung — often exactly when you need diagnostics most — the app falls back to a reduced bundle built from the log files it can read directly, and tells you so. A reduced bundle is still worth sending. Mention that you saw the warning, since it is itself a useful signal.

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If the Mac is unresponsive

If the machine is too degraded to open the app, boot into Safe Mode — third party system extensions do not load there, so AgenShield is inert and the Mac becomes usable again: Shut down, hold the power button until “Loading startup options” appears, select the disk, hold Shift, and choose Continue in Safe Mode. Then open the app and download the bundle as above, before disabling or uninstalling anything.

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What it never collects

Every log excerpt, probe result, and index entry is passed through secret redaction before it enters the archive. The bundle never contains:
  • access tokens or passwords
  • any private key
  • the encrypted local store
Each log is also truncated to its most recent portion, so archives stay small — usually single-digit megabytes.
Some files are readable only by an administrator. The app runs as you, so those appear in README.txt as skipped with a reason rather than causing the collection to fail.

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Handling the bundle

No secrets are included, but the bundle still contains sensitive operational data: usernames, the hostname, process and network activity, configuration profiles, and the policy in force. Treat it as confidential.
  • Send it only through an approved support channel — the support ticket or file transfer you were given. Never a public paste or an unmanaged share.
  • Delete your local copy once support confirms receipt.

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What to send with it

  • what you were doing when the problem appeared
  • roughly when it started, and whether it followed an upgrade
  • whether the Mac is MDM-managed
  • the output of agenshield status and agenshield doctor
The Support page also links to the public issue tracker and the release notes if you would rather report it there.