Network Management

How to gather and send a diagnostics file to SolarWinds Support

This article provides a procedure you can use to gather and send a diagnostics file to SolarWinds Support.

First published date

11/29/2018 10:30 PM

Last published date

10/17/2025 10:59 PM

Overview

Use this procedure to gather and send a diagnostics file to SolarWinds Support.

Product section

Orion Platform

Cause

n/a

Resolution

Gather Diagnostics 

Beginning with Orion Platform 2018.4 - Diagnostics can be collected in the Orion Web Console.

Diagnostics can be gathered directly from the polling engine as well if you have remote access.

  1. Navigate to Start > SolarWinds Platform > SolarWinds Diagnostics

    ****Do not click the Active Diagnostics*****
    image.png 

  2. Click Start and Save.

    This creates a .zip file that contains logs, events, some information regarding the database, and so on. By default, the diagnostics are saved to the current user's desktop.

 

Send to SolarWinds Technical Support

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 new 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.