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Reporting an issue to Trellix Support

  • Published on Sep 13, 2026
  • 1 minute(s) read
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When reporting an issue to Trellix Support, it is important to collect and send all the required information.

Collecting product data to send to Trellix

You need to use the MER (Minimum Escalation Requirements) tool to collect required Trellix data from Trellix ENS and other Trellix products on your endpoint, such as:

  • Registry details

  • File version details

  • Files

  • Event logs

  • Process details

Technical Support uses this data to analyze and resolve your problem.

Required information

Provide this information to Trellix when reporting an issue:

  • Data collected by MER

  • Brief description of the issue — If possible, provide the steps required to reproduce the issue.

  • Screen shots

  • ePO - On-prem server logs from the time when the issue occurred

  • Approximate number of endpoints running in your environment

  • Version numbers for:

    • ePO - On-prem

    • Trellix ENS product modules

  • If you upgraded using Endpoint Upgrade Assistant:

    • Version of the Endpoint Upgrade Assistant product extension

    • An export of the endpoint's system and product details, if relevant