Required logs for Agent/Probe troubleshooting

Last Modified

Tue 09 Mar 14:21 GMT 2021

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 C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local).
    • C:\Windows\Temp\NableUpgrade.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example C:\users\nableadmin\AppData\Local).
    • C:\Users\<username>\AppData\Local\Temp\NableTrace.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
    • C:\Users\<username>\AppData\Local\Temp\NableUpgrade.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
    • C:\Users\<username>\AppData\Local\Temp\MSI*.log (or C:\Users\<username>\AppData\Local\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 C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
    • C:\Windows\Temp\NableUpgrade.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
    • C:\Users\<username>\AppData\Local\Temp\NableTrace.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
    • C:\Users\<username>\AppData\Local\Temp\NableUpgrade.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
    • C:\Users\<username>\AppData\Local\Temp\MSI*.log (or C:\Users\<username>\AppData\Local\Temp location of installing user, for example, C:\users\nableadmin\AppData\Local)
  • For Patch Management PME:
    • C:\Program Data\MspPlatform\PME\config
    • C:\Program Data\MspPlatform\PME\log
    • C:\Program Data\MspPlatform\PME\data
    • C:\ProgramData\MspPlatform\FileCacheServiceAgent\config
    • C:\ProgramData\MspPlatform\FileCacheServiceAgent\log
    • C:\ProgramData\MspPlatform\SolarWinds.MSP.PME.Agent.PmeService\log
    • C:\ProgramData\MspPlatform\SolarWinds.MSP.RpcServerService\config
    • C:\ProgramData\MspPlatform\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:
    • C:\WINDOWS\System32\Winevt\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 Mac OSX:
    1. Collect Logs into one file using the Terminal command below:
      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"
    2. Or, to collect logs manually:
    3. Open Finder > Go > Go to Folder.
    4. Type the following: /var/log/N-able/N-agent/
    5. Collect the following:
      1. /var/log/N-able/N-agent/nagent.log
      2. /var/log/N-able/N-agent/nagent.log.*.gz (If they exist)
      3. /var/log/N-able/N-agent/xmpp.log
      4. /var/log/N-able/N-agent/xmpp.log.*.gz (If they exist)
    6. Open Finder > Go > Go to Folder.
    7. Type the following: /Applications/N-agent.app/Contents/Daemon/etc/
    8. 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 +)
    9. Open Finder > Go > Go to Folder.
    10. Type the following: /tmp/
    11. 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 25MB), please ask your support tech to provide an FTP link to upload the logs.