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Home > Success Center > DameWare Remote Support & Mini Remote Control > Set log adjuster and generate a diagnostic zip file

Set log adjuster and generate a diagnostic zip file

Updated May 23, 2017

Overview

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

Environment

  • All DameWare Remote Support versions
  • All DameWare Mini Remote Control versions

Steps

Set up the log adjuster and generate a diagnostic file on the central server

  1. Go to your 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. Click Start > All Programs \Solarwinds\DameWare Central Server\Help\Support Tools > Central Server Diagnostics.
  6. Click Start to collect all the logs in a zip file.
  7. Save the file and send it to SolarWinds Support for further investigation.

Set up the log adjuster and generate a diagnostic file on a DameWare RS or DameWare MRC Remote Support host machine

  1. Close all running DameWare applications, and then open the DameWare RS or MRC Support Log Adjuster.
  2. Set the log level to All for all the elements, and then click Apply.
  3. Open the DameWare RS or MRC machine and replicate the issue.
  4. Open Remote Support Diagnostic, and then click Start to collect all the logs in a zip file.
  5. Save the file and send it to SolarWinds Support for further investigation.

Set up the log adjuster and generate a diagnostic file on the host and remote machine

  1. Run DameWare.LogAdjuster on a local machine.
  2. Set the log level to All for all the elements, and then click Apply.
  3. Log in to the remote machine by either using an MTC without a smart card, establishing a remote connection offline, or any other connection options available.
  4. Go to C:\Windows\dwrcs.
  5. Run DameWare.LogAdjuster on a remote machine.
  6. Set the log level to All for all elements, and then click Apply.
  7. If this cannot be done, open the DWRC.logging.xml file in Notepad and change the <priority value="WARN" /> line to <priority value="ALL" />.
  8. Restart Dameware MRC on the remote computer. 
  9. Run Dameware MRC on a local machine.
  10. Establish a connection to the configured remote machine.
  11. Replicate the issue, and then run a diagnostic on RS or MRC on the local machine where it is installed.
  12. Click Start to collect all the logs in a zip file.
  13. Go to C:\Windows\dwrcs on the remote machine, and then run the SolarwindsDiagnostics.exe file to generate another set of logs in a zip file.
  14. If you are unable to find or run the application, go to C:\ProgramData\DameWare Development\Logs. Save all the *.log files to a zip file.
  15. Send both zip files to SolarWinds Support for further investigation.

 

Last modified
20:39, 22 May 2017

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