Collect diagnostics from the SolarWinds Platform Web Console

You can collect diagnostics remotely from the SolarWinds Platform Web Console and then review the diagnostics or share them with SolarWinds support.

1. In the SolarWinds Platform Web Console, click Settings > My Deployment.

2. Click the Diagnostics tab.

3. Click Collect Diagnostics. The Collect New Diagnostics wizard opens.

4. Select nodes you want to collect diagnostics for, and click Next.

   Use available filters and search options:

   • SolarWinds Platform Server - collects diagnostics for all nodes on the selected server.

   • Nodes - collects diagnostics for selected monitored nodes.

   • Agent - collects agent-side diagnostics for selected nodes monitored by an agent.

   

5. Specify what diagnostics to collect. Your options depend on what you selected on the previous screen.

   • Nodes

     When you selected only nodes, click Collect Data. All diagnostics will be included.

   • SolarWinds Platform server(s)

     When you only selected SolarWinds Platform servers, customize what to collect and click Collect Data.

     If you selected a combination of nodes and SolarWinds Platform server(s), only the option to include all diagnostics is available.

     • To collect all diagnostics, select Include all diagnostics (Recommended).

     • To specify what data to collect:

       1. Select Only specific set of diagnostics data.

       2. Select the data to be collected (either a diagnostics category or only specific items).

       3. Specify the time for including data from log files in the Skip log files older than list.

          

   • Agents

     When you selected an SolarWinds Platform Agent, select what additional data should be included in Agent diagnostics.

     Full Agent diagnostics become available after you upgrade the Agent to the latest version.

     • Logs

     • Running processes

6. Click Collect Data.

   The SolarWinds Platform starts collecting the diagnostics. Back on the Diagnostics tab, you can see an item for each node/server/agent you are collecting diagnostics for. The progress is displayed by a progress bar.

7. When the diagnostics are collected, click Download to download the diagnostics file you need.

   To download multiple files at the same time, select the items, and click Download Selected.

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

   To provide diagnostics to the SolarWinds technical support, log in to the Customer Portal, create a support case, and upload the diagnostics archive to the case. See How to gather diagnostics for details.

   

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 SolarWinds Platform 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 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 SolarWinds Platform 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 SolarWinds Diagnostics via SolarWinds Platform > SolarWinds 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.