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Home > Success Center > Orion Platform > Orion - Knowledgebase Articles > Troubleshoot SolarWinds Orion installation issues with Active Diagnostics

Troubleshoot SolarWinds Orion installation issues with Active Diagnostics

Overview

This article describes how to troubleshoot SolarWinds Orion installation issue with Active Diagnostics. Active Diagnostics scans for known environmental defects and provides troubleshooting information specific to your environment and SolarWinds installation.

Environment

Orion Platform 2014.1 and later

Steps

The instructions depend on the Orion Platform version. Check the Orion Platform version in the footer of your Orion Web Console.

These steps gather information from the Orion polling engine server. If you need diagnostics from an Agent, complete steps described in NPM - Agent - How to gather agent diagnostics.

Collect diagnostics on Orion Platform 2018.4 and later

You can collect diagnostics directly from the Orion Web Console:

  1. Log in to the Orion Web Console, click Settings > My Deployment, and click the Diagnostics tab.
  2. Select the server to collect diagnostics, click Collect Diagnostics, and complete the wizard. See Collect diagnostics from the Orion Web Console for more details.
  3. Provide the diagnostics to SolarWinds support.

    You can use SolarWinds Serv-U FTP and MFT file transfer software to upload your diagnostics. Contact support for upload instructions if you don't already have a link.
    Reply to the case e-mail to let Support know when the file is uploaded. Support reps are not automatically notified that diagnostics are already available, which might cause a delay in troubleshooting.

Collect diagnostics on Orion Platform 2018.2 and earlier

  1. Log in to the Orion polling engine with issues.
  2. Start Orion Diagnostics in the SolarWinds Orion> Orion Diagnostics program folder, for example using the Search Windows option in your toolbar.
  3. Click the start button and save the zip to the Desktop.
    It will take a few minutes to generate the diagnostics zip file.
  4. Share the diagnostics archive with SolarWinds support.

    You can use SolarWinds Serv-U FTP and MFT file transfer software to upload your diagnostics. Contact support for upload instructions if you don't already have a link.
    Reply to the case e-mail to let Support know when the file is uploaded. Support reps are not automatically notified that diagnostics are already available, which might cause a delay in troubleshooting.

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