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Home > Success Center > Network Performance Monitor (NPM) > NPM - Agent - How to gather agent diagnostics

NPM - Agent - How to gather agent diagnostics

Created by Seamus.Enright, last modified by Magdalena.Markova on Nov 22, 2017

Views: 1,082 Votes: 4 Revisions: 20


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 troubleshooting agent-related issues, provide the diagnostics from the agent and from the Orion server. If the agent is not communicating with the server directly, you need to collect the diagnostics from the main Orion server and from the server hosting the additional polling engine the agent is assigned to.
Learn more about gathering server diagnostics.


  • NPM and SAM agent issues


  1. Log in to the Orion Web Console.
  2. Click Settings > All Settings > Agent Management > Check the box for the agent in question > Edit > Expand Troubleshooting > Collect new diagnostics. 
  3. Wait a couple of minutes for it to complete.
  4. Click Download when prompted.
  5.  Reply to the Support case and attach the file to the case.

This process 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, then reproduce the issue and/or wait at least 15 minutes before gathering the Agent Diagnostics to allow for sufficient logging to be captured.


In NPM 12 and later, or SAM 6.3 and later

  1. In the Orion Web Console, click Settings > All Settings > Manage Agents.
  2. Select the node in question and click Edit Settings.
  3. Expand the Troubleshooting drop down.
  4. Set the Log Level to Debug.
  5. Click Collect new diagnostic.


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