Submit a ticketCall us

WebinarWebinar: A checklist for planning your Network Performance Monitor (NPM) upgrade

Are you ready for your next upgrade? To help you plan smoothly, join this webcast to learn more about, SolarWinds® Orion® Installer, SolarWinds Upgrade Advisor, Upgrades Guides, Training Videos, and other resources available. We’ll share key upgrade planning considerations, lessons learned from customers with practical advice from SolarWinds Product Experts. We’ll also give practical tips to identify the estimated time needed and resources, how to prepare the business and IT staff for changes, ways to plan for required system changes, and more.

Register now.

Home > Success Center > Serv-U Managed File Transfer & Serv-U FTP Server > Serv-U - Knowledgebase Articles > Gathering information to investigate a Serv-U crash or memory leak in Windows

Gathering information to investigate a Serv-U crash or memory leak in Windows

Table of contents

Updated June 19, 2018

Overview

If Serv-U running on Windows has a memory leak or crashes, see the Detail section to help you gather logs and information to help SolarWinds Support investigate the issue.

Environment

  • All Serv-U versions
  • OS: Windows

Detail

Please gather the following information:

1. If possible, save a screenshot of the issue you experienced.
2. When did the issue start? Provide a specific time and date.
3. Was Serv-U working before the issue?
4. Did you made any changes to the environment before the issue?
5. What is the exact version of Serv-U installed?
6. What is the Operating System of the Serv-U server?
7. Can the issue be replicated or is it random?  

8. Does the error appear in your Event Viewer logs? Gather a copy of the Serv-U error.

9. Gather the System Information file (NFO) from your computer:
https://support.microsoft.com/en-us/...nfo32-exe-tool

(©2018 Microsoft, available at https://support.microsoft.com, obtained on June 19, 2018)
 

10. An optional Windows Log that you could also gather is the DXDiag logs:
https://support.microsoft.com/en-ph/...-run-dxdiagexe

(©2018 Microsoft, available at https://support.microsoft.com, obtained on June 19, 2018)
 

11. Gather Memory dump files caused by Serv-U, if available:
https://support.microsoft.com/en-ph/...ns-for-windows

(©2018 Microsoft, available at https://support.microsoft.com, obtained on June 19, 2018)
 

12. Gather the following Serv-U logs:

  • Serv-U.Archive file
  • Serv-UID.txt file
  • Serv-U-StartupLog.txt

Default file location:

  • On Windows Vista/7/8, Server 2008/2012:
    C:\ProgramData\RhinoSoft\Serv-U (Folder is Hidden in Windows by default)
  • On Windows 2000/XP, Server 2000/2003:
    C:\Program Files\RhinoSoft\Serv-U

 

13. If Serv-U Gateway is used, gather the following Serv-U Gateway logs:

  • Serv-U-Gateway.txt
  • Serv-U-Gateway-ID.txt

Default file location:

  • On Windows Vista/7/8, Server 2008/2012:
    C:\ProgramData\RhinoSoft\Serv-U Gateway (Folder is Hidden in Windows by default)
  • On Windows 2000/XP, Server 2000/2003:
    C:\Program Files\RhinoSoft\Serv-U Gateway

 

14. Gather the Serv-U Domain logs:
http://www.serv-u.com/kb/1357/Setting-Up-ServUs-Log

 

15. Submit the gathered files and information for further analysis;
https://customerportal.solarwinds.co...bmit-a-ticket/

 

 

 

Last modified

Tags

Classifications

Public