Tools

Set log adjuster and generate a diagnostic .zip file in Dameware

A guide for obtaining Dameware logs to investigate an issue during connection and performance.

First published date

10/25/2018 9:27 PM

Last published date

3/14/2022 1:46 AM

Overview

This article describes how to set up the Dameware Mini Remote Control (MRC) or Remote Support (DRS) log adjuster and how to generate a diagnostic file to further investigate an issue.

Product section

Dameware Remote Support & Mini Remote Control

Resolution

Set up the log adjuster and generate a diagnostic file on the Dameware Central Server: 

  1. Go to the Dameware Central Server.
  2. Close all running Dameware applications, and then open Central Server Log Adjuster.
  3. Set the log level to All for all the elements, and then click Apply.
  4. Open the administrator console and replicate the issue.
  5. Launch the Central Server Diagnostics.
  6. Click Start to collect all the logs in a zip file (By default it will be saved on the desktop).

Set up the log adjuster and generate a diagnostic file on a Dameware Mini Remote Control Host machine:

  1. Close all running Dameware applications.
  2. Go to this location C:\Program Files\SolarWinds\DameWare Mini Remote Control.
  3. Open the DameWare.LogAdjuster.exe.
  4. Set the log level to All for all the elements, and then click Apply.
  5. Open the Mini Remote Control and then replicate the issue.
  6. In the same folder in step 2, open the SolarWinds.Diags.exe and then save the diagnostic file.

Set up the log adjuster and generate a diagnostic file on the remote computer (target machine): 

  1. Go to this location C:\Windows\dwrcs.
  2. Open the DameWare.LogAdjuster.exe.
  3. Set the log level to All for all the elements, and then click Apply.
  4. Reproduce the issue.
  5. In the same folder in step 1, open the SolarWinds.Diags.exe and then save the diagnostic file.

Set up the log adjuster and generate a diagnostic file on a Dameware Remote Support Host machine: 

  1. Close all running Dameware applications.
  2. Go to this location C:\Program Files (x86)\SolarWinds\DameWare Remote Support.
  3. Open the DameWare.LogAdjuster.exe.
  4. Set the log level to All for all the elements, and then click Apply.
  5. Reproduce the issue.
  6. In the same folder in step 2, open the SolarWinds.Diags.exe and then save the diagnostic file.

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.