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

How to gather and send a diagnostics file to SolarWinds Support

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Created by Panagiotis.Pavlos.Michailidis, last modified by Magdalena.Markova on Jan 02, 2018

Views: 7,693 Votes: 10 Revisions: 17

Updated July 10, 2017


Use this procedure to gather and send a diagnostics file.


  • All Orion Platform products versions
  • Kiwi CatTools


  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, do the following to send it to Support:
    1. Open your browser and go to

    2. Click Secure Upload.

    3. In the Recipient Email box, enter

    4. Enter your name and email address.
    5. In the subject line, enter Attn <agent name> case # <case number>.  A subject is required to move to the next page.
    6. Click Select files to send (Regular Upload).

      SolarWinds recommends not to use the Enhanced upload option as it can take a long time.

    7. Add any instructions to clarify how to use your files. 
    8. At the bottom, click the "Select files to send (Regular Upload)" button.
    9. On the next page, attach the files you want to send.

    10. Include any screenshots that you consider relevant to the case.
    11. At the bottom click the "Upload & Send" button.
    12. Send your support representative an email to let them know that your files are waiting. 

      This is a necessary step as the LeapFILE system does not notify your SolarWinds agent that they have files available. 


Screenshot property of © 2017 Microsoft.


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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