Submit a ticketCall us
Home > Success Center > Kiwi Syslog Server > Kiwi Sys - Knowledgebase Articles > Gathering information when Kiwi Syslog Server crashes or has a memory leak

Gathering information when Kiwi Syslog Server crashes or has a memory leak

Table of contents

Updated July 17, 2018

Overview

If Kiwi Syslog Server (KSS) crashes or has a memory leak in Windows, use this information to gather logs that could help Support investigate the issue. Additional logs might be gathered for further troubleshooting.

Environment

  • Kiwi Syslog Server, all versions
  • Windows

Detail

If Kiwi Syslog Server crashes or has a memory leak in Windows, please gather the following information: 

 

  1. If possible, take a screenshot that shows the issue or any messages related to the issue.
  2. When did the issue start? Note the specific time and date.
  3. Was Kiwi Syslog Server working before the issue? 
  4. Did you make any changes to the environment before the issue? 
  5. What is the exact version of Kiwi Syslog Server installed? 
  6. What is the Operating System of the server where Kiwi Syslog Server is installed?
  7. Can the issue be replicated or is it random?  
  8. Does the error appear in your Event Viewer logs? Gather a copy of the Kiwi Syslog Server error.
  9. Gather the System Information file (INFO) from your computer:
    https://support.microsoft.com/en-us/...nfo32-exe-tool
     (© 2018 Microsoft, available at https://support.microsoft.com, obtained on July 17, 2018)
  10. An optional Windows log that you could also gather is the DXDiag logs:
    https://support.microsoft.com/en-ph/...-run-dxdiagexe
     (© 2018 Microsoft, available at https://support.microsoft.com, obtained on July 17, 2018)
  11. Gather memory dump files caused by Kiwi Syslog Server, if available:
    https://support.microsoft.com/en-ph/...ns-for-windows
     (© 2018 Microsoft, available at https://support.microsoft.com, obtained on July 17, 2018)
  12. Gather all the following Text Document files in the C:\Program Files (x86)\Syslogd folder:
    • Errorlog.txt
    • EventManager.log
    • SolarWinds.SyslogServer.Engine.log
    • Syslog_Diagnostics.txt
  13. If the Kiwi Syslog Server service is stopped, restart it and let it run for at least a minute. The longer the service is running the better. Generate a Kiwi Syslog Server Tech Support file from the console > File > Create Tech Support File (Zip).
  14. Submit the gathered files and information for further analysis:
    https://customerportal.solarwinds.co...bmit-a-ticket/

 

 

 

Last modified

Tags

Classifications

Public