Gathering information when Kiwi Syslog Server crashes or has a memory leak

11/5/2018 9:15 PM

11/5/2018 9:15 PM

If Kiwi Syslog Server (KSS) crashes or has a memory leak in Windows, use this information to gather logs that could help Support investigate the issue. Additional logs might be gathered for further troubleshooting.

Environment 

• Kiwi Syslog Server, all versions
• Windows

Kiwi Syslog Server

If Kiwi Syslog Server crashes or has a memory leak in Windows, please gather the following information: 

 

1. If possible, take a screenshot that shows the issue or any messages related to the issue.
2. When did the issue start? Note the specific time and date.
3. Was Kiwi Syslog Server working before the issue? 
4. Did you make any changes to the environment before the issue? 
5. What is the exact version of Kiwi Syslog Server installed? 
6. What is the Operating System of the server where Kiwi Syslog Server is installed?
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 Kiwi Syslog Server error.
9. Gather the System Information file (INFO) from your computer:
   https://support.microsoft.com/en-us/...nfo32-exe-tool
    (© 2018 Microsoft, available at https://support.microsoft.com, obtained on July 17, 2018)
10. An optional Windows log that you could also gather is the DXDiag logs:
    https://support.microsoft.com/en-ph/...-run-dxdiagexe
     (© 2018 Microsoft, available at https://support.microsoft.com, obtained on July 17, 2018)
11. Gather memory dump files caused by Kiwi Syslog Server, if available:
    https://support.microsoft.com/en-ph/...ns-for-windows
     (© 2018 Microsoft, available at https://support.microsoft.com, obtained on July 17, 2018)
12. Gather all the following Text Document files in the C:\Program Files (x86)\Syslogd folder:
    • Errorlog.txt
    • EventManager.log
    • SolarWinds.SyslogServer.Engine.log
    • Syslog_Diagnostics.txt
13. If the Kiwi Syslog Server service is stopped, restart it and let it run for at least a minute. The longer the service is running the better. Generate a Kiwi Syslog Server Tech Support file from the console > File > Create Tech Support File (Zip).
14. Submit the gathered files and information for further analysis:
    https://customerportal.solarwinds.co...bmit-a-ticket/

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment.  You elect to use third party content at your own risk, and you will be solely responsible for the incorporation of the same, if any.