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Barracuda RMM
formerly Managed Workplace

Collecting logs for Barracuda RMM Support

  • Last updated on

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.

Barracuda RMM Support Note

If, for whatever reason, you cannot run the Diagnostic in the Service Center or the MWDiagnosticCollector fails, you can ZIP up the logs folders and send those in as well. You can find a list of the Locations and descriptions of Barracuda RMM Log Files here.

Submitting Logs to Barracuda RMM Support

Collecting logs from your Service Center UI

  • Log into your Service Center
  • Click on Configuration
  • Select System Settings
  • Then on the far right, choose Support Diagnostics
  • Click the dropdown beside Add to Diagnostic Query
  • Beside the OM or DM you want logs from will be a green circle with a white arrow under Add to Diagnostic Querry column; select that
    • If you are an On-Premise or Self-Hosted partner, you can collect your Service Center diagnostic logs this way as well
  • Select Run Diagnostics at the bottom and then Download Diagnostics
    • If this fails, proceed with the manual log collection as below

Collecting logs locally

Onsite Manager or a Device Manager on Windows

  • Open File Explorer
  • Navigate to C:\Program Files (x86)\Level Platforms\Onsite Manager\MWDiagnosticCollector 
    • For Device Managers, if you cannot locate the log collector, please browse to C:\Program Files (x86)\Barracuda RMM\Device Manager\MWDiagnosticCollector
  • Run the MWDiagnosticCollector.exe and wait for the console window to close.
  • Collect the 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 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