Required logs for Agent/Probe troubleshooting

Last Modified

Thu Aug 11 11:30 GMT 2022

Description

  • In order to speed up the troubleshooting process for agent or probe issues, you can collect the following logs and upload them to the case or our FTP server after opening a new case.

Environment

  • N-able N-central

Solution

For Windows Agent devices:

  • C:\Program Files (x86)\N-Able Technologies\Windows Agent\log\

  • C:\Program Files (x86)\N-Able Technologies\Windows Agent\config\

  • C:\Windows\Temp\NableTrace.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • C:\Windows\Temp\NableUpgrade.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • %TEMP%\NableTrace.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • %TEMP%\NableUpgrade.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • %TEMP%\MSI*.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

For 32-bit Windows Agent devices:

  • C:\Program Files\N-Able Technologies\Windows Agent\log\

  • C:\Program Files\N-Able Technologies\Windows Agent\config\

  • C:\Windows\Temp\NableTrace.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • C:\Windows\Temp\NableUpgrade.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • %TEMP%\NableTrace.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • %TEMP%\NableUpgrade.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

  • %TEMP%\MSI*.log (or %temp% location of installing user, e.g. c:\users\nableadmin\AppData\Local)

For Patch Management PME:

  • C:\Program Data\SolarWinds MSP\PME\config

  • C:\Program Data\SolarWinds MSP\PME\log

  • C:\Program Data\SolarWinds MSP\PME\data

  • C:\ProgramData\SolarWinds MSP\SolarWinds.MSP.CacheService\config

  • C:\ProgramData\SolarWinds MSP\SolarWinds.MSP.CacheService\log

  • C:\ProgramData\SolarWinds MSP\SolarWinds.MSP.PME.Agent.PmeService\log

  • C:\ProgramData\SolarWinds MSP\SolarWinds.MSP.RpcServerService\config

  • C:\ProgramData\SolarWinds MSP\SolarWinds.MSP.RpcServerService\log

For 64-bit Windows Probe devices:

  • C:\Program Files (x86)\N-Able Technologies\Windows Software Probe\log\

  • C:\Program Files (x86)\N-Able Technologies\Windows Software Probe\config\

For 32-bit Windows Probe devices:

  • C:\Program Files\N-Able Technologies\Windows Software Probe\log\

  • C:\Program Files\N-Able Technologies\Windows Software Probe\config\

Windows Event Log location:

  • %SystemRoot%\System32\Winevt\Logs

Automation Manager logs (N-central 2022.3 and higher using AM 2.40 or above)

  • C:\Program Files (x86)\N-Able Technologies\AutomationManagerEngine\log

  • C:\ProgramData\N-Able Technologies\AutomationManager\Logs

MSP Connect/Take Control log location:

  • C:\ProgramData\GetSupportService_N-Central\Logs

Windows Update log location:

  • C:\Windows\WindowsUpdate.log

For Windows 10/Server 2016 you would need to run the following powershell command, which then outputs the WindowsUpdate.log to the Desktop: Get-WindowsUpdateLog

For macOS:

Collect Logs into one file using the Terminal command below:

For the new Mac agent:

tar -zcvf case-number-casenumberhere-nagent.tar.gz "/Library/Logs/N-central Agent"

N-central 12.0 and below:

tar -zcvf case-number-casenumberhere-nagent.tar.gz "/var/log/N-able/N-agent/" "/Applications/N-agent.app/Contents/Daemon/etc/" "/var/log/nagent.log" "/var/log/system.log" "/Library/Logs/CrashReporter/" "/Application/N-agent/etc/agent.conf" "/tmp/" "/Library/Logs/MSP Anywhere Agent N-central" "/Users/USER_NAME/Library/Logs/MSP Anywhere Agent N-central" "/Library/Logs/MSP Anywhere Installer"

N-central 12.1 and above:

tar-zcvf case-number-casenumberhere-nagent.tar.gz "/var/log/N-able/N-agent/" "/Applications/Mac_agent.app/Contents/Daemon/etc/" "/var/log/nagent.log" "/var/log/system.log" "/Library/Logs/CrashReporter/" "/Applications/Mac_agent/etc/agent.conf" "/tmp/" "/Library/Logs/MSP Anywhere Agent N-central" "/Users/USER_NAME/Library/Logs/MSP Anywhere Agent N-central" "/Library/Logs/MSP Anywhere Installer"

Or, to collect logs manually:

New Mac Agent Log Location:

  • /Library/Logs/N-central Agent

  • /tmp/nagent_install.log

  • /Library/N-central\ Agent/nagent.conf

Old Logs:

  1. Open Finder > Go > Go to Folder

  2. Type the following: /var/log/N-able/N-agent/

  3. Collect the following:

    /var/log/N-able/N-agent/nagent.log

    /var/log/N-able/N-agent/nagent.log.*.gz (If they exist)

    /var/log/N-able/N-agent/xmpp.log

    /var/log/N-able/N-agent/xmpp.log.*.gz (If they exist)

  4. Open Finder > Go > Go to Folder

  5. Type the following: /Applications/N-agent.app/Contents/Daemon/etc/

  6. Collect the following:

    • /Applications/N-agent.app/Contents/Daemon/etc/nagent.conf (N-central 10.1 - 12.0)

    • /Applications/Mac_Agent.app/Contents/Daemon/etc/nagent.conf (N-central 12.1 +)

  7. Open Finder > Go > Go to Folder

  8. Type the following: /tmp/

  9. Collect the following:

    /tmp/nagent_install.log (If it exists)

For Linux Agent:

  • /var/log/n-central/nagent.log

  • /var/log/n-central/install_nagent.log

  • /var/log/n-central/xmpp.log

  • /var/log/n-central/xmpp.log.*.gz (If they exist)

  • /home/nagent/nagent.conf

  • /tmp/nagent-upgrade.log

If files are too large to be attached to the case (over 25 MB), please ask your support tech to provide an FTP link to upload the logs.