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NPM - How to gather diagnostics

Created by Seamus.Enright, last modified by Brian.Jarchow on Aug 28, 2018

Views: 8,769 Votes: 5 Revisions: 13

Updated Aug 03, 2018

 

Overview

Article describes how to generate Orion product diagnostics and where to send them if Support has requested diagnostics for a case

Environment

NPM  and related Orion products

Detail

How to send diagnostics:

  1. Go to Start> Programs> SolarWinds Orion> Orion Diagnostics. If using Windows 2008 o to Start> Programs> SolarWinds Orion> Documentation and support> Orion Diagnostics. Click the start button and save the zip to the Desktop.
  2. It will take a few minutes to generate the diagnostics zip file. Once this process is complete, please send us the file using the steps below.
  3. If using NPM 12.2 or newer, click the Upload Files button in the diagnostics tool. Fill out the form and click upload.
  4. If you are using an older NPM version or are unable to upload from your Orion server,  please go here to upload to our FTP Site:
    1. Go to http://solarwinds.leapfile.com and click "Secure Upload"
    2. Enter support@solarwinds.net as the "Receiver Email"
    3. Fill out the form and attach the files you are sending

**IMPORTANT** Please reply to the case e-mail to let Support know when the file is uploaded or they will not know it is there, which will cause a delay in troubleshooting.

 

Note:

The above steps gathers information from the NPM server. If you need diagnostics from an Agent you will need to follow these steps as well:

NPM - Agent - How to gather agent diagnostics

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