Working with Support Diagnostics

Working with Support Diagnostics

Barracuda RMM includes a diagnostics tool that you can run to collect information on your Service Center, Onsite Manager, and Device Manager installations to help quickly determine the root issue and troubleshoot. Support diagnostics can decrease time to resolution, and help determine whether an issue needs to be escalated.

You can run diagnostics on up to five items in one VAR at a time. These items can be the VAR itself, Onsite Managers, or Device Managers.

For Onsite Managers and Device Managers, all logs are collected. For VARs, the logs collected are:

• SCMonitorLog
• SCWorker
• SCMessagingLog
• SCWebLog
• PatchMetaDataSyncManagerLog
• MWModelVarLog

To Create a Downloadable Diagnostics Query

1. In the Hosted Console website, click Configuration > Support Diagnostics.
2. Click the chevron icon in the Available VARs section to expand it, then click the Select VAR icon next to to the name of a VAR to select it.
3. Click the chevron icon in the Add VAR to Diagnostics Query section to expand it, then click the Add to Diagnostic Query icon next to to the name of the VAR you want to add.
4. Click the chevron icon in the Add OMs to Diagnostics Query section to expand it, then click the Add to Diagnostic Query icon next to to the name of the OMs you want to add.
5. Click the chevron icon in the Add DMs to Diagnostics Query section to expand it, then click the Add to Diagnostic Query icon next to to the name of the DMs you want to add.
6. Click Run Diagnostics.
7. When the diagnostic has finished running, click Download Diagnostics and open or save the .zip file.