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Home > Success Center > Orion Platform > Orion - Knowledgebase Articles > How to gather and send a diagnostics file to SolarWinds Support

How to gather and send a diagnostics file to SolarWinds Support

Table of contents

Updated January 4, 2018


Use this procedure to gather and send a diagnostics file.


  • All Orion Platform products versions


  1. Go to Start > All Programs > SolarWinds Orion > Documentation and Support > Orion Diagnostics.

    Do not click the Active Diagnostics button if you are running an NPM version earlier than 12.0.

  2. Click Start and Save.

    This creates a .zip file that contains logs, events, some information regarding the database, and so on. By default, the diagnostics are saved to the current user's desktop. 

  3. If the file is smaller than 5 MB, send the file to Support by attaching it as a reply to the email request.
  4. If the file is larger than 5 MB, please contact support and they will create a secure ServU upload link where you can upload the diagnostics.


To learn about pulling agent diagnostics to resolve NPM and SAM agent issues, see NPM - Agent - How to gather agent diagnostics.


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Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment.  You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same, if any.


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