How To Gather Orion Agent Diagnostics

10/24/2018 11:37 AM

2/21/2025 10:29 PM

Orion Platform products (such as NPM) have separate diagnostics for the server and the agent. This article outlines how to collect diagnostics for the agent.

Note: When you troubleshoot agent-related issues, collect the diagnostics from the agent and from the Orion server. If the agent is not directly communicating with the server, collect the diagnostics from the main Orion server and the server hosting the Additional Polling Engine (APE) the agent is assigned to.
Learn more about How to gather diagnostics for Orion Platform products.

Orion Platform

By default, log level is set to "WARN". Changing the logging level does not update the logs immediately.

So, to collect Debug level Agent logs, first change level to debug > click Submit > Reproduce the issue and wait for at least 15 minutes before gathering the Agent Diagnostics to allow for sufficient logging to be captured.

1. Log in to the Orion Web Console.
2. Click Settings > All Settings.
3. Under Node & Group Management, click Manage Agents.
4. In the Manage Agents screen, select the checkbox next to the targeted agent. 
5. Click Edit Settings.
6. Under Troubleshooting, click Collect new diagnostics.
   
7. Wait for the process to complete, which may require several minutes. 
8. When prompted, click Download.
   
   The diagnostics are downloaded to your computer in a ZIP file. 

In NPM 12 and later or SAM 6.3 and later

1. In the Orion Web Console, click Settings > All Settings.
2. Under Node & Group Management, click Manage Agents.
3. In the Manage Agents screen, select the checkbox next to the targeted agent and click Edit Settings. 
4. Click the Troubleshooting drop-down menu.
5. Click the Log level drop-down menu and select Debug.
6. Click Collect new diagnostics. 
   

View or gather logs directly on a Windows Agent Machine:

1. Open a Remote Desktop Session to the Agent Machine

2. Navigate to and zip up directory:
   C:\ProgramData\SolarWinds\Logs_Agent\
   NOTE: If sending logs to Support it's best to archive the whole C:\ProgramData\SolarWinds directory on agent machines.
    

Starting with 2024.1 New Command line switch available to collect logs if agent is showing not connected in web console
Windows Agent

1. Open Command Prompt and run as administrator on the affected agent node.
2. Execute the command below:

   • cd \
     "Program Files (x86)\SolarWinds\Agent\SolarWinds.Agent.Service.exe" /CollectDiagnostics

3. Sample output:

   • Microsoft Windows [Version 10.0.17763.4851]
     (c) 2018 Microsoft Corporation. All rights reserved.
     
     C:\Users\Administrator>cd \
     
     C:\>"Program Files (x86)\SolarWinds\Agent\SolarWinds.Agent.Service.exe" /CollectDiagnostics
     Collecting diagnostics started
     Results stored to: C:\AgentDiagnostics-Node-20231006093611.zip
     
     C:\>

     
      

Linux Agent

1. Stored the diagnostic in the current directory
   • Execute the command:

     • /opt/SolarWinds/Agent/bin/swiagent /collectdiagnostics

   • Sample output:

     • [root@Node ~]# /opt/SolarWinds/Agent/bin/swiagent /collectdiagnostics
       Collecting diagnostics started
       Results stored to: /root/AgentDiagnostics-Node -20231009155452.zip
       [root@Node  ~]#

2. ​​​​​​​Stored the diagnostic in the specified directory:
   • Execute the command:

     • /opt/SolarWinds/Agent/bin/swiagent /collectdiagnostics=${HOME}/diags.zip

     • Replace ${HOME} with the target path.
   • Sample output:

     • [root@Node ~]# /opt/SolarWinds/Agent/bin/swiagent /collectdiagnostics=${HOME}/diags.zip
       Collecting diagnostics started; using given archive name "/root/diags.zip"
       Results stored to: /root/diags.zip
       [root@Node ~]#

       
        

---

View or gather logs directly on a Linux Agent Machine:

1. Open an SSH Session or a Terminal on the Linux Machine.
2. Change the directory to:
   /opt/SolarWinds/Agent/bin/appdata/Logs

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 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.