How to gather and send SEM debug logs to Support

10/9/2018 5:37 PM

5/4/2026 3:58 PM

Support may request you to collect and send Security Event Manager (formerly Log & Event Manager) debug logs from the appliance to troubleshoot the issue deeply. These files are made up of logs associated with various services that make up your SEM appliance.

Security Event Manager

Collecting SEM Appliance Debugging Information
If you are running SEM versions 2019.4 and later, follow these steps:

1. Visit https://your-sem-server/webui/settings to access the HTML5 console.
2. On the Settings page, click the System Resources tab, and then click Download Debug logs.

   

3. Wait for few minutes to be prompted with the debug logs (.tgz file) to download to your system.

To obtain the debug logs via the CMC console interface, follow these steps:

1. Connect to your SEM virtual appliance using either the vSphere/Hyper-v "console" view, or an SSH client like PuTTY on port 22 (port 32022 is used in EOL versions 6.3.1 and older)
2. If you are using an SSH client, log in to your SEM virtual appliance using your CMC credentials established during activation or changed anytime later.
3. At the cmc> prompt, type manager and hit return.
4. At the cmc>manager prompt, enter debug.
5. Press Enter and specify whether you want to send the debugging files as an email or save them to a network share location. You'll need access to an SMB share and have credentials with access to that share. Note: When you choose to send the debugging files in an email, send the files to yourself first. Debug files larger than 10 MB might be blocked by mail servers. Using a network share is better for larger files.
6. Follow the prompts to generate the files.
7. Verify the script generated three files: a .tgz file, a .log file, and a .txt file. Support only needs the .tgz file, but sending all 3 files .tgz, .log, .txt) is fine. 

   Note: None of these files contain any Alert data or other data from your SEM database.

8. Type exit to return to the cmc> prompt. Repeat the same command until you exit the SSH session if you want to close it.

Gathering Debug logs from SEM agent:

• On Windows:

  Locate the file C:\windows\syswow64\ContegoSPOP\collectLogs.bat, right-click, and then select Run as administrator.

  Grab the file created for SolarWinds support:  "C:\windows\syswow64\ContegoSPOP\lemAgentLogs.cab."

  Windows: C:\Windows\SysWOW64\ContegoSPOP\

• On Linux/Unix Agents

  Linux: /usr/local/contego/ContegoSPOP/spoplog.txt

  Mac: /Applications/TriGeoAgent/spoplog.txt
  
   

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 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 add files via drag-n-drop or browse.

   

4. Drag-n- drop files, or click Browse to find and select your files, and then click Upload. After uploading your files, the case is updated, providing Support representatives with access to the diagnostic files.