5/1/2020 3:49 PM

9/20/2022 9:43 PM

This article demonstrates step-by-step instructions on collecting diagnostic information required for advanced troubleshooting.

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

For each involved Serv-U instance

In the steps below <Serv-U data folder> refers the following entry, depending on Operating System running on Serv-U Server:

Linux: /usr/local/Serv-U (default)
Windows: \ProgramData\RhinoSoft\Serv-U (default)
If you have difficulty with this path,  execute the command echo %ProgramData%\RhinoSoft\Serv-U in Command Prompt to get the full path to the folder.
 

Often customers run many instances of Serv-U integrated into one solution. For example, many Serv-U instances run behind a load balancer so that they appear as one publicly available FTP server. In such a scenario, this information should be collected for each instance of Serv-U:

1. Information about the OS on which Serv-U instance runs:

1. CPU type, RAM, Frequency (GHz).

2. The number of CPU cores and types.

3. Data about each involved Network Interface Cards (NICs):

   1. Assigned IP
   2. Type. On Windows, it can be refined from the Ethernet properties:
      

   3. Real (which is not nominal) Bandwidth. It is important to refine real bandwidth as it may be limited by network appliances other than the Serv-U host.

2. <Serv-U data folder>\Serv-U.Archive

3. <Serv-U data folder>\Debug*.txt (if exists)

4. On Windows: list of ports used by Serv-U. This list is generated the following way:

tasklist | findstr Serv-U.exe

It will generate an output like

Serv-U.exe       12020 RDP-Tcp#38         2     33 824 K

 

5. The output of the netstat command should be stored and provided with explicit information as to which of many (if many) Serv-U.Archive it's related.

6. <Serv-U data folder>\Serv-U-StartupLog.txt

7. Domain Logs are gently balanced with the logging options.

8. If on the Linux platform a permission-related issue is reported output of the following command executed under <Serv-U install dir>:

ls -al

9. Check that the output includes r/w/x/s attributes for the listed files.

1. Crash dumps:  Especially in cases where the customer reports  that Serv-U crashed. See How To Enable Crash Dumps In Windows and Linux   for detailed instructions on how to obtain them

2. Any other data you think is relevant and will be helpful.

 

For each involved instance of Serv-U Gateway

The steps below <Serv-U data folder> refers the following entry, depending on Operating System running on Serv-U Server:

Linux: /usr/local/Serv-U (default)
Windows: \ProgramData\RhinoSoft\Serv-U (default)
If you have difficulty this path,  execute the command echo %ProgramData%\RhinoSoft\Serv-U in Command Prompt to get full path to the folder.

The list of data to collect is as follows:

1. Information about the OS on which the Serv-U instance runs:

1. CPU type, RAM, Frequency (GHz).
2. Number of CPU cores and types.
3. Data about each involved Network Interface Cards (NICs):
   1. Assigned IP
   2. Type. On Windows it can be refined from the Ethernet properties:
      

   3. Real (which is not nominal) Bandwidth. It is important to refine real bandwidth as it may be limited by network appliances other than the Serv-U host.

2. <Serv-U Gateway data folder>Serv-U-Gateway.txt.
3.<Serv-U Gateway data folder>Debug*.txt (if any)

4. On Windows: list of ports used by Serv-U-Gateway. This list is generated the following way:

1. Execute command:

   tasklist | findstr Serv-U-Gateway.exe

   It will generate output like

   Serv-U-Gateway.exe       12020 RDP-Tcp#38         2     33 824 K

   
   b. Here, 1202,0 is the process id of running Serv-U-Gateway. It should be used for the next command:
   netstat -ano | findstr 12020 >an_output_log_file.txt

5. Output of netstat command should be stored and provided with explicit information to which of many (if many) Serv-U Gateways it's related.
6. Crash dumps:  Especially in cases where the customer reports that Serv-U crashed. See  How To Enable Crash Dumps In Windows and Linux   for detailed instructions on obtaining them.