Collecting Diagnostics for Support Purposes

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 support technicians determine whether your environments meet system requirements, and help them quickly determine the root issue. Support diagnostics can decrease time to resolution, and help technicians determine whether they need to escalate your issue for resolution. 

The Support Diagnostics tab includes a history of the diagnostics that were run in the past 72 hours. After 72 hours, this data is purged. At any time you can download the diagnostic data displayed on the Support Diagnostics tab. The data is a collection of log files condensed in a zip file, for easy email delivery to the support team.

1. In Service Center, click Configuration > System Settings.

2. Click the Support Diagnostics tab.

3. Expand the Add OMs to Diagnostics Query section by clicking the expanding arrow.

4. In the Add to Diagnostic Query column, click the green arrow to select the OM site.
   The site is added to the Diagnostics Query section at the bottom of the screen.

5. Repeat steps 2 to 4 until you have added all of the Onsite Managers on which you want to run diagnostics.

6. Click Run Diagnostics.

1. In Service Center, click Configuration > System Settings.

2. Click the Support Diagnostics tab.

3. Expand the Add DMs to Diagnostics Query section by clicking the expanding arrow.

4. In the Add to Diagnostic Query column, click the green arrow to select a Device Manager.
   The Device Manager is added to the Diagnostics Query section at the bottom of the screen.

5. Repeat steps 2 to 4 until you have added all of the Device Managers on which you want to run diagnostics.

6. Click Run Diagnostics.

1. In Service Center, click Configuration > System Settings.

2. Click the Support Diagnostics tab.

3. Do one of the following:

   • To download diagnostics that you have just selected, in the Diagnostics Query section, click Download Diagnostics.

   • To download diagnostics that were run in the past 72 hours, in the Diagnostics Performed in last 72 hours section, click Download Diagnostics.

The diagnostic data for all of the Onsite Manager sites and Device Managers that were added to the Diagnostics Query section is downloaded to a .zip file.