Collecting logs for Barracuda RMM Support

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.

• Before sending any logs, ZIP all logs into one package with a unique name

• Contact the Barracuda RMM Support team so that we know to expect the logs

  • Please only submit logs after we acknowledge your request

• In any browser, go to https://support.mw-rmm.barracudamsp.com/upload.html.

• Type your customer code.

  • You can find your customer code in Service Center, in the bottom right of the Configuration > System Settings page.

    Open

    

    • For On-Premise partners, this is the License Key for Barracuda RMM

• Drag ZIP file to the upload window.

• Email Support with the unique file name you gave the logs

  • You can also password-protect the ZIP for added security and submit the password through the Sharing Sensitive Information with the Barracuda RMM Support Team article.

• 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

• 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 MWDiagnosticCollectorResult_XXXX_XX_XX_XX_XX_XX.zip created in the folder

• 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

• 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

• Download the Avast Support Tool from Avast: https://s-install.avcdn.net/support-tool/avast/avastsupport.exe

• Select Next

• Fill in an email address (as it is required)

• Select Options on the bottom left

• Uncheck Automatically send to AVAST

• Click OK and Generate

• Collect the logs (a link is supplied after running the tool to the log location)

• 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

  • Windows 10 Kernel

  • Pre-Windows 10 Kernel