OpsRamp Gateway can automatically collect diagnostic information when it detects supported connectivity or TLS-related issues. This helps you investigate Gateway disconnections by capturing relevant diagnostic data when the issue occurs.

When a supported issue is detected, the Gateway Connectivity Debugger runs automatically and saves a diagnostic package on the Gateway. You can review the package or share it with OpsRamp Support to help with troubleshooting and root cause analysis.

Automatic Trigger Conditions

The Gateway Connectivity Debugger runs when the Gateway detects any of the following conditions:

ConditionDetected error
Connection timeoutA connection attempt failed because the connected party did not respond within the expected time.
Cloud communication failureFailed to send the messages to Cloud. Err = Connection or outbound has closed
TCP connection resetclient read error: read tcp <ip>:<port>: read: connection reset by peer
Cloud read loop terminationMessageChannelReader: Busy loop for read data from cloud is stopped

These conditions typically indicate network communication issues between the Gateway and OpsRamp Cloud services.

Collected Diagnostics

When triggered, the debugger collects the following information:

  • Gateway Connectivity Debugger output and root cause analysis (RCA)
  • TLS logs
  • vProbe logs
  • Gateway service logs
  • System logs
  • Network diagnostic information, including TCP dump data

Access Automatically Collected Diagnostics

When a connectivity issue triggers collection, the diagnostic package is saved in the Classic Gateway auto-diagnostics directory. The package contains logs, diagnostic information, and an RCA report.

Before You Begin

  • Log in to the Classic Gateway host using an account with administrative privileges.
  • Switch to the root user if required.

Step 1: Locate Diagnostic Packages

Go to the auto-diagnostics directory and list the available packages:

cd /var/log/app/auto-diagnostics/
ls -l

Example output:

diagnostic_2026-08-03_13-16-45
diagnostic_2026-08-03_13-16-45.tar.gz
diagnostic_2026-08-04_05-38-44.tar.gz
diagnostic_2026-08-05_14-47-37.tar.gz

Each directory or archive represents a diagnostic collection created when a supported connectivity issue occurred. Choose the package whose timestamp matches the issue you are investigating.

Step 2: Open a Diagnostic Directory

Change to the directory for the relevant incident and list its contents:

cd diagnostic_2026-08-03_13-16-45
ls -l

A diagnostic directory may contain files similar to these:

RCA.txt
SUMMARY.txt
network_info.txt
service_health.txt
system.log
vprobe.log

The exact files may vary depending on the issue that triggered the collection.

Step 3: Review the Root Cause Analysis

Display the RCA report:

cat RCA.txt

The report can include:

  • Analysis and disconnect timestamps
  • Application and system log analysis
  • Service health status
  • Most likely root cause
  • Recommended troubleshooting actions

Step 4: Review the Diagnostic Summary

Display the summary:

cat SUMMARY.txt

The summary provides a concise overview of the collected diagnostics and detected issues.

Step 5: Review Additional Diagnostic Files

Review individual files as needed:

Network information

cat network_info.txt

Service health

cat service_health.txt

Gateway system logs

less system.log

vProbe logs

less vprobe.log

These files can help investigate network connectivity issues, service interruptions, and communication failures.

Step 6: Share the Diagnostic Package with OpsRamp Support

If you need further assistance, provide OpsRamp Support with the relevant diagnostic directory or compressed archive from:

/var/log/app/auto-diagnostics/

The package contains the collected diagnostic artifacts in one location to help expedite root cause analysis.