EditShare Knowledge Base – How to Gather EditShare System Diagnostics
Why Run EditShare Diagnostics?
When troubleshooting issues with your EditShare server or cluster, your support team may ask you to provide a diagnostics report. This report gathers detailed information about your system’s health, RAID storage, and logs, making it easier to identify the cause of errors or performance issues.
Collecting diagnostics is straightforward using the EditShare Control Panel. Below is a step-by-step guide.
Step 1: Open the EditShare Control Panel
Start by launching the EditShare Control Panel on the system you want to test.
Step 2: Open Diagnostics
Double-click on the Diagnostics icon.
If your system is a multi-server cluster, you will be prompted to choose whether you want to run diagnostics on:
This server only
All servers in the cluster
Step 3: Choose the Diagnostics Type
Next, select which type of diagnostics you would like to run:
EditShare Software Diagnostics – checks the EditShare software stack
RAID Diagnostics – checks storage health and RAID status
Both Software and RAID Diagnostics – a full system check
Choose the option most relevant to the issue you are investigating.
Step 4: Save Diagnostics Output
You will be asked what should be done with the diagnostics file once complete. Select:
Save to SMB File Exchange
From here, choose:
How many days of log files should be included
Whether to collect a file listing or not
Step 5: Wait for Diagnostics to Complete
The system will now run the selected diagnostics. This may take a few minutes depending on your configuration and the amount of data being collected.
Once finished, copy the diagnostic report from the SMB File Exchange location. This location can be mounted using EditShare Connect.
Step 6: Upload Diagnostics to EditShare Support
Upload the generated diagnostics report to:
https://editshare.wetransfer.com
When uploading, include your Zendesk ticket ID in the Title or Message box so the support team can match the report to your case.
Summary
By running EditShare system diagnostics and providing the results to support, you can dramatically speed up troubleshooting and reduce downtime. Always remember to:
Choose the correct diagnostics type (Software, RAID, or Both)
Save the report to SMB File Exchange
Upload via WeTransfer with your Zendesk ticket ID
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