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Home > Success Center > Orion Platform > Orion Documentation > Orion Platform Administrator Guide > Collect diagnostics from the Orion Web Console

Collect diagnostics from the Orion Web Console

This topic applies to all Orion Platform products.

Updated: December 4, 2018

Starting with Orion Platform 2018.4, you can collect diagnostics for your polling engines remotely from the Orion Web Console. You can then review the diagnostics or share them with SolarWinds support.

  1. Log in to the Orion Web Console.
  2. Click Settings > My Orion Deployment, and then click the Diagnostics tab.
  3. Select the server(s) to collect diagnostics from.
  4. Click Collect Diagnostics. The Collect Diagnostics wizard opens.
  5. Specify what diagnostics to collect and click Next.
    • To collect all diagnostics, select All.
    • To collect specific diagnostics, select Custom, and then select the data to be collected (either a diagnostics category or only specific items).
  6. Review the path for saving the diagnostics archive on the server, and click the Collect button. The Orion Platform starts collecting the diagnostics. The progress is displayed by a progress bar.

    SolarWinds recommends that you do not navigate away from the Diagnostics tab while the archive is being downloaded. If you leave the page, you might not see the link to the downloaded archive when you return.

  7. When finished, click the diagnostics link to download the archive.

    To download multiple archives, select the polling engines and click the Download All button above the list of polling engines.

    After the Orion Platform downloads the diagnostics archive, the link is available to you in the same browser on the same computer for 24 hours.

  8. Share the diagnostics with the SolarWinds support. For example, you can use SolarWinds Serv-U ftp server and client software.

    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.


Troubleshoot collecting diagnostics

Review the message and troubleshoot the issue.

General troubleshooting steps

  1. Make sure the SWA service is up and running on all remote servers.
  2. On each polling engine server, start the Orion Service Manager, and review the status of the SWA service. If it isn't up and running, restart it.
  3. Review the Administration logs on the main polling engine and on the polling engine where diagnostics are not collected through the web. This is the polling engine you are seeing errors for. In the logs, you might be able to identify the root cause of your issue. 
    By default, the logs are located at C:\ProgramData\SolarWinds\Logs\Administration.
  4. If the message informs you about insufficient disk space, free up some disk space on the server hosting your Orion Web Console, or open Diagnostics on the Web on an additional web server with more free space.

If the issues persist, log in to the server hosting the polling engine and start Orion Diagnostics via SolarWinds Orion > Orion Diagnostics the Windows Start menu.

An error occurred while starting diagnostics

  1. Open the Registry Editor, and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\SolarWinds\Orion\SWA\Diagnostics registry.
  2. Make sure that the "Save Folder" key exists and that path in it is correct.

The download link is not available

If gathering diagnostics times out, there is no link in the UI. Refresh the page and try to collect diagnostics again.

Downloading diagnostics failed

  1. Open the Registry Editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\SolarWinds\Orion\SWA\Diagnostics registry.
  2. Right-click the Diagnostics folder and click Permissions. Make sure that your account has Full Control.
  3. Check the access to the folder specified in the registry:
    1. Open the SaveFolder key and copy the path to the folder.
    2. Open the folder and verify that the user logged in to the Orion Web Console has write permissions for the folder.
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