How to gather diagnostics for SolarWinds Platform products

This article describes how to generate SolarWinds Platform product diagnostics and send them if Support has requested diagnostics for a case.

The instructions depend on the SolarWinds Platform version. Check the SolarWinds Platform version in the footer of your SolarWinds Platform Web Console.

These steps gather information from the SolarWinds Platform polling engine server. If you need diagnostics from an Agent, complete the steps described in Gathering NPM and SAM agent diagnostics.

Collect diagnostics on SolarWinds Platform 2018.4 and later if Web Console is accessible

You can collect diagnostics directly from the SolarWinds Platform Web Console:

1. Log in to the SolarWinds Platform Web Console, click Settings > My Deployment, and click the Diagnostics tab.
2. Click Collect New Diagnostics, select the server to collect diagnostics, and complete the wizard. See Collect diagnostics from the SolarWinds Platform Web Console for more details. The diagnostics that are collected are stored on the SolarWinds Platform server in the C:\Programdata\Solarwinds\Diagnostics folder.
   • If the page doesn't load, generate the diagnostics per steps in SolarWinds Platform 2018.2 and earlier.
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3. Provide the diagnostics to SolarWinds support.

   You can use SolarWinds Serv-U   FTP and MFT file transfer software to upload your diagnostics. Contact support for upload instructions if you don't already have a link.
   Reply to the case e-mail to let Support know when the file is uploaded. Support reps are not automatically notified that diagnostics are already available, which might cause a delay in troubleshooting.

Collect diagnostics on SolarWinds Platform 2018.2 and earlier, or if Web Console is not accessible on SolarWinds Platform 2018.4 and later.

1. Log on to the SolarWinds Server you wish to generate diagnostics from.
2. In the Windows Start Menu, navigate to SolarWinds Platform Diagnostics in the SolarWinds Platform > SolarWinds Diagnostics program folder, for example, using the Search Windows option in your toolbar. The tool may also be opened by navigating to the install directory, by default at C:\Program Files (x86)\SolarWinds\Orion\ or C:\Program Files\SolarWinds\Orion\ and running SolarWindsDiagnostics.exe.

3. Click the start button and save the zip to the Desktop.
   It will take a few minutes to generate the diagnostics zip file.
4. Share the diagnostics archive with SolarWinds support.

   You can use SolarWinds Serv-U  FTP and MFT file transfer software to upload your diagnostics. Contact support for upload instructions if you don't already have a link.
   Reply to the case e-mail to let Support know when the file is uploaded. Support reps are not automatically notified that diagnostics are already available, which might cause a delay in troubleshooting.