Submit a ticketCall us

AnnouncementsAre You “Flying Blind?”

When it comes to your complex IT infrastructure, you want to ensure you have a good grasp of what’s going on to avoid any fire drills that result from guesswork. Read our white paper to learn how proactively monitoring your IT environment can help your organization while giving you peace of mind.

Get your free white paper.

Home > Success Center > Log & Event Manager (LEM) > LEM - Knowledgebase Articles > How to send LEM debugging information to Support

How to send LEM debugging information to Support

Created by Erin Stenzel, last modified by Alexander.Dahlberg on Jan 17, 2019

Views: 2,578 Votes: 3 Revisions: 4

Overview

 

When requested, use the debug command on your LEM virtual appliance to pull debugging information from the appliance to send to Support. These files are made up of a collection of log files that will assist Support to troubleshoot your issue. 

Environment

  • Log & Event Manager (LEM), all versions

 

Resolution

Pulling the Debugging Information

To pull debugging information from you LEM virtual appliance:

  1. Connect to your LEM virtual appliance using either the vSphere "console" view, or an SSH client like PuTTY using port 32022 (port 22 is also available if version 6.3.1 or newer)
  2. If you are using an SSH client, log in to your LEM virtual appliance using your CMC credentials established during activation or changed anytime later.
  3. At the cmc> prompt, enter manager.
  4. At the cmc::cmm prompt, enter debug.
  5. Press Enter and specify whether you want to send the debugging files as an email or save them to a network location. Note: When you choose to send the debugging files in an email, send the files to yourself first, and while it is possible to forward to Support, our CRM application is limited to 5MB attachments.
  6. Follow the prompts to generate the files.
  7. Verify the script generated three files: a .tgz file, a .log file, and a .txt file. Support only needs the .tgz  file, but sending all 3 files .tgz, .log, .txt) is fine. Note: None of these files contain any Alert data or other data from your LEM database.
  8. Enter exit to return to the cmc> prompt.
  9. Enter exit to log out of your LEM virtual appliance. 

 

Sending Your Debug File to Support

 

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.

 

Note: Support is not automatically notified when you upload files to the Secure File Exchange website. If you have already established email communication with Support about this issue, please reply to the existing email thread to notify them that you have uploaded the files. Otherwise, place a similar comment in your case.

 

 

Last modified

Tags

Classifications

Public