Tools

Gather Kiwi Syslog diagnostic logs

This article shows how to gather Kiwi Syslog diagnostic logs for troubleshooting purposes.

First published date

10/18/2018 8:38 PM

Last published date

2/10/2025 6:05 PM

Overview

There are steps on how to collect diagnostic logs for Kiwi Syslog and send them to Technical Support for analysis.

Product section

Kiwi Syslog Server

Resolution

Standard Diagnostic

  1. Open Kiwi Syslog Service Manager.
  2. Go to File > Create Tech-Support File (Zip).
  3. The .zip file is generated automatically. The file's location is indicated on the message window that is displayed once the file is successfully created.
  4. You should also gather the following information and include it in the packet passed to SolarWinds support:
    • Physical\Virtual Machine.
    • CPU/Memory usage, OS version, and others. Run msinfo32 command to get the system information.
    • Check EventLogs for issues and, if possible, export Eventlogs on that System.
    • Screenshot(s) of the issue and/or any error messages.​

Kiwi Web Access Logs

C:\Program Files\UltiDev\Cassini Web Server for ASP.NET 2.0\UltiDevCassinWebServer2a.trace.log

C:\Program Files (x86)\SolarWinds\Kiwi Syslog Web Access\html\KiwiSyslogWebAccess.log

Note: Starting from version 9.8, Kiwi Web Access is now hosted in IIS.

Additional Info

See Start-up Debug  for other debug log information.

To upload your diagnostics, create a support case in the Customer Portal.

  1. Log in to the SolarWinds Customer Portal.

  2. Open a Support Case. You can do this one of two ways: 1) On the Customer Portal menu bar, navigate to Technical Support > Open a Support Case, or 2) Scroll to the bottom of the Home page and click Open a Support Case.

  3. After you submit a case, click Upload Diagnostics.

    Note: You have the option to upload your diagnostics as you create your support case, or you can upload your diagnostics up to 30 days later.

    The Serv-U File Sharing page appears with options to upload one or more files.

  4. To upload one or more files, click Browse to find and select your files, and then click Upload. After uploading your files, the case is updated, providing Support representatives access to the diagnostic files.