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Barracuda MSP Knowledgebase

Collecting logs for Barracuda RMM Support

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When attempting to diagnose issues with Barracuda RMM, there are several locations for various logs that might be asked for by the support team. Below you will find the most common logs that might be requested.

Onsite Manager or a Device Manager on Windows

  • Open File Explorer
  • Navigate to C:\Program Files (x86)\Barracuda RMM\Device Manager\MWDiagnosticCollector
    • Partners who upgraded from Barracuda RMM 12 SP4 (or older) will navigate to C:\Program Files (x86)\Level Platforms\Onsite Manager\MWDiagnosticCollector
  • Run the MWDiagnosticCollector.exe and wait for the console window to close.
  • Collect the MWDiagnosticCollectorResult_XXXX_XX_XX_XX_XX_XX.zip created in the folder

Device Manager on macOS

  • Open the Finder
  • Navigate to /var/tmp/avg/ for install logs
  • Navigate to /Applications/Managed Workplace/Onsite Manager/logs/ for the operations logs
  • ZIP all the logs together

Service Center on Windows

  • Open File Explorer
  • Navigate to C:\Program Files (x86)\Barracuda RMM\Service Center\MWDiagnosticCollector
    • Partners who upgraded from Barracuda RMM 12 SP4 (or older) will navigate to C:\Program Files (x86)\Level Platforms\Service Center\MWDiagnosticCollector
  • Run the MWDiagnosticCollector.exe and wait for the console window to close.
  • Collect the MWDiagnosticCollectorResult_XXXX_XX_XX_XX_XX_XX.zip created in the folder

Avast Business from the end device

Obtaining other less common requests

  • Advanced Software Management (ASM) logs: C:\ProgramData\Barracuda MSP\Managed Workplace\PatchTools\Logs\
  • Premium Remote Control (PRC) end device logs: C:\Program Files (x86)\Avast\Premium Remote Agent\sessions
  • Windows Update Log

How to send large log files to Barracuda RMM Support

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