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Home > Success Center > Network Performance Monitor (NPM) > NPM - Knowledgebase Articles > How to gather NPM and SAM agent diagnostics

How to gather NPM and SAM agent diagnostics

Updated March 20, 2019

Overview

Orion Platform products (such as NPM) have separate diagnostics for the server and the agent. This article outlines how to collect diagnostics for the agent.

When you troubleshoot agent-related issues, collect the diagnostics from the agent the Orion server. If the agent is not directly communicating with the server, collect the diagnostics from the main Orion server and the server hosting the Additional Polling Engine (APE) the agent is assigned to.
Learn more about gathering server diagnostics.

Environment

  • NPM and SAM agent issues

Details

This procedure gathers agent diagnostics at the default log level of "WARN". Changing the logging level does not retroactively update the logs. If you change this level, click Submit, and then reproduce the issue and/or wait at least 15 minutes before gathering the Agent Diagnostics to allow for sufficient logging to be captured.

  1. Log in to the Orion Web Console.
  2. Click Settings > All Settings.
  3. Under Node & Group Management, click Manage Agents.
  4. In the Manage Agents screen, select the checkbox next to the targeted agent. 
  5. Click Edit Settings.
  6. Under Troubleshooting, click Collect new diagnostics.
    collect-new-diagnostics.png
  7. Wait for the process to complete, which may require several minutes. 
  8. When prompted, click Download.
    click-download.png
    The diagnostics are downloaded to your computer in a ZIP file. 
  9.  Reply to the Support case and attach the file to the case.

NPM 12 and later or SAM 6.3 and later

  1. In the Orion Web Console, click Settings > All Settings.
  2. Under Node & Group Management, click Manage Agents.
  3. In the Manage Agents screen, select the checkbox next to the targeted agent and click Edit Settings. 
  4. Click the Troubleshooting drop-down menu.
  5. Click the Log level drop-down menu and select Debug.
  6. Click Collect new diagnostics. 
    collect-new-diagnostics-agent.png
  7. Reply to the Support case and attach the file to the case.
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