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Home > Success Center > Network Performance Monitor (NPM) > How to gather and send a diagnostics file to SolarWinds Support

How to gather and send a diagnostics file to SolarWinds Support

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Created by Panagiotis.Pavlos.Michailidis, last modified by Verwin Ubana on Apr 07, 2017

Views: 557 Votes: 8 Revisions: 9

Overview

Use this procedure to gather and send a diagnostics file.

Environment

Orion Web Console, all versions

Steps

 

  1. Open:
    • All Programs
    • SolarWinds Orion
    • Documentation and Support
    • Orion Diagnostics

      Note: Do not press the Active Diagnostics button if you are running versions before NPM 12.0.In NPM 12 this is no longer the case for the Diagnostics application. 
  2. Press Start.
    This creates a .zip file of the results. It will contain logs, events, and some information regarding the database etc.
  3. If the file is smaller than 5MB send to to Support by attaching it in the reply to the email requesting it.
  4. If the file is larger than 5MB, do the following to send it to Support:
    1. Open your browser and navigate to solarwinds.leapfile.com.

    2. Click on the link labeled Secure Upload.

    3. In the Recipient Email box put support@solarwinds.net.

    4. Enter your name and email address.

    5. In the subject line field put "Attn <agent name> case # <case number>."  A subject is required to move to the next page.

    6. Click the link for Select files to send (Regular Upload). The Enhanced upload can take a long time so please do not use this option.

    7. Add any instructions to clarify for the SolarWinds tech how to use your files. 

    8. At the bottom, click the button for "Select files to send (Regular Upload)".

    9. On the next page, attach the files you want to send.

    10. Please include any screenshots that you consider relevant to the case.

    11. At the bottom click the "Upload & Send" button.

    12. Send your support representative an email to let them know that your files are waiting.

 

Important Note:

The Leapfile system does not notify your SolarWinds agent that they have files available. You must send an email to let the representative know.

 

Last modified
15:23, 7 Apr 2017

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