Get logs for Dameware

In order to deeply investigate Dameware Remote Support and Dameware Mini Remote Control, we need the Diagnostic Logs from the machines that have the issue.
Below are the different logs requirements depending on the issue:

• If the issue only happens within the Dameware Remote Support (DRS), then the Dameware Remote Support Diagnostic Log file is needed from the DRS client machine.
• If the issue happens when doing a remote connection from Dameware Mini Remote Control to a Remote Target Machine/Agent machine, then we need the log files from both machines.
• If the issue is related to a remote connection using the Dameware Internet Session (Dameware Internet Proxy), then we need the log files from the DRS client, Dameware Agent/Target Remote machine, and Dameware Server.
  • For 2 Server Deployment, then it is best to get the log files both from the Dameware Central Server and Dameware Internet Proxy Server.
• If the issue is in the Mobile Gateway, the log needed is only on the Server where the Dameware Mobile Gateway is configured. If the Mobile Gateway Server is on the same server as Dameware Central Server, then get the logs in this machine.

SolarWinds Log Adjuster is the application need to configure in order to get a different level of logs for Dameware products. By design, Logging levels are set to Info or Warn to minimize the logs collected for every Dameware activity. For troubleshooting purposes, we need to set the Log Level to "All" in order to get all of the information related to the issue encountered.
After closing Dameware Applications, the Log Adjuster's Level must be set to "ALL", restart/relaunch the application, and recreate the issue before gathering the SolarWinds Diagnostics.

SolarWinds Log Adjuster for Dameware Remote Support and Dameware Mini Remote Control(32-bit):

C:\Program Files (x86)\SolarWinds\Dameware Remote Support\DameWare.LogAdjuster.exe

SolarWinds Log Adjuster for Dameware Mini Remote Control (64-bit) only (no DRS): 

C:\Program Files\SolarWinds\Dameware Mini Remote Control x64\DameWare.LogAdjuster.exe

SolarWinds Log Adjuster for Dameware Central Server, Dameware Internet Proxy Server and Dameware Mobile Gateway:
C:\Program Files (x86)\SolarWinds\Dameware Central Server\DameWare.Server.LogAdjuster.exe

SolarWinds Log Adjuster for Dameware Agent\Target Remote Machine: 
C:\Windows\dwrcs\DameWare.LogAdjuster.exe

1. Open SolarWinds Log Adjuster.
   • See the Overview above to get the path of the file per machine.
2. Set All Log Adjuster's Level to "ALL".
3. Click Apply.
4. Close all Dameware programs on the machine.
   • For Dameware Agent/Target Remote Machine, open Services.msc and restart "Dameware Mini Remote Control Service"
5. Replicate the issue you have in Dameware.
6. Open SolarWinds Diagnostic by running it as an admin.
   • For DRS\DMRC(32-bit):
     • Version 12.3.2 and below: C:\Program Files (x86)\SolarWinds\DameWare Remote Support\SolarWinds.Diags.exe
     • Version 12.4.0 onwards: C:\Program Files (x86)\SolarWinds\DameWare Remote Support\Diagnostics\SolarWinds.Diags.exe
   • For DMRC(64-bit) only: 
     • Version 12.3.2 and below: C:\Program Files\SolarWinds\Dameware Mini Remote Control x64\SolarWinds.Diags.exe
     • Version 12.4.0 onwards: C:\Program Files\SolarWinds\Dameware Mini Remote Control x64\Diagnostics\SolarWinds.Diags.exe
   • For Dameware Agent\Target Remote Machine: 
     
     • Version 12.3.2 and below: C:\Windows\dwrcs\SolarWinds.Diags.exe
     • Version 12.4.0 onwards C:\Windows\dwrcs\Diagnostics\SolarWinds.Diags.exe
   • For Dameware Serves:
     • Version 12.3.2 and below: C:\Program Files (x86)\SolarWinds\Dameware Central Server\SolarWinds.Diags.exe
     • Version 12.4.0 onwards: C:\Program Files (x86)\SolarWinds\Dameware Central Server\Diagnostics\SolarWinds.Diags.exe
7. Note the output folder for the file specified in the "Save Diagnostics To:" setting. The default is User or Admin desktop.
8. Click Start.
   • 
9. Save the file and upload it to the Case Number you have on your SolarWinds Customer Portal Home page.