Tools

Gathering information to investigate a Serv-U crash or memory leak in Windows

If Serv-U running on Windows has a memory leak or crashes, this article tells you how to gather logs and additional information to help SolarWinds Support investigate the issue.

First published date

11/15/2018 10:20 AM

Last published date

3/19/2025 3:25 PM

Overview

If Serv-U running on Windows has a memory leak or crashes, see the Detail section to help you gather logs and information to help SolarWinds Support investigate the issue.

Product section

Serv-U Managed File Transfer & Serv-U FTP Server

Resolution

Please gather the following information:

  1. If possible, save a screenshot of the issue you experienced.
  2. When did the issue start? Provide a specific time and date.
  3. Was Serv-U working before the issue?
  4. Did you made any changes to the environment before the issue?
  5. What is the exact version of Serv-U installed?
  6. What is the Operating System of the Serv-U server?
  7. Can the issue be replicated or is it random?
  8. Does the error appear in your Event Viewer logs? Gather a copy of the Serv-U error.
  9. Gather the System Information file (NFO) from your computer: https://support.microsoft.com/en-us/...nfo32-exe-tool 
  10. An optional Windows Log that you could also gather is the DXDiag logs: https://support.microsoft.com/en-ph/...-run-dxdiagexe 
  11. Gather Memory dump files caused by Serv-U, if available: https://support.microsoft.com/en-ph/...ns-for-windows
  12. Gather the following Serv-U logs:
    • Serv-U.Archive file
    • Serv-UID.txt file
    • Serv-U-StartupLog.txt

      Default file location:

      • On Windows Vista/7/8, Server 2008/2012: 
        C:\ProgramData\RhinoSoft\Serv-U

        (Folder is hidden in Windows by default).

      • On Windows 2000/XP, Server 2000/2003: 
        C:\Program Files\RhinoSoft\Serv-U
  13. If Serv-U Gateway is used, gather the following Serv-U Gateway logs:
    • Serv-U-Gateway.txt
    • Serv-U-Gateway-ID.txt

      Default file location:

      • On Windows Vista/7/8, Server 2008/2012: 
        C:\ProgramData\RhinoSoft\Serv-U Gateway

        (Folder is hidden in Windows by default)

      • On Windows 2000/XP, Server 2000/2003: 
        C:\Program Files\RhinoSoft\Serv-U Gateway
  14. Gather the Serv-U Domain logs: http://www.serv-u.com/kb/1357/Setting-Up-ServUs-Log 
  15. Submit the gathered files and information for further analysis: https://customerportal.solarwinds.co...bmit-a-ticket/