Issue with Uploading Diagnostic Logs to SolarWinds SFTP

Hi Team,

I've encountered a unique issue that I've been unable to solve despite trying all possible troubleshooting steps from my end. I'm reaching out to see if anyone has faced a similar problem.

The issue occurs when I try to upload diagnostic logs to the SFTP URL provided by the SolarWinds support team. I'm getting different types of errors:

Sometimes, an error appears immediately after I start the upload, as shown in the attached screenshot.
Other times, the upload appears to be in progress for 15-20 minutes before it fails with an error.

I would appreciate it if you could share any insights or solutions if you have encountered this before.

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Comments

tobyw_loop1

Yes have seen this on occasion. In relation to your error, try uploading from a different directory. Any AV software on your side scanning/blocking this?

WindsOfNishat

Sometimg, I got error like this as shown below screenshot.

WindsOfNishat

I tried the suggested steps, but the issue persists.

I waited for almost 20 minutes, but the upload showed no progress and didn't display any error, so I canceled it.

Interestingly, when I tried to upload the same logs from another person's system on the same network, it worked successfully.

govitallen

I get this problem often. I have found that our firewall blocks the outgoing transfer as containing suspicious content. It detects a .dll and marks it as a Portable Executable which may contain malware.

HerrDoktor

As @govitallen mentioned it is often a firewall or Web-Proxy that is blocking. I found this happening frequently with ZScaler Proxy.

Deltona

Try moving the diagnostics file to your My Documents folder first, before uploading.

jokerfest

Yeah, I think I've had problems in the past uploading from a network share or a mapped drive. Make sure the file is local to the machine you are uploading from.

maicxkid

If all suggestions fails, I recommend to upload the file to an online drive and provide the link to the case that you have open. The support tech that is assigned on the case will download the file from the link.

WindsOfNishat

I tried the same also, but no luck. Checking with firewall & network team

WindsOfNishat

In the same way, I am working as of now.