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 in the Gateway container. 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:

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 supported connectivity issue is detected, diagnostic packages are saved in the auto-diagnostics directory inside the Gateway container. The package includes an RCA report, network diagnostics, service health information, system logs, and vProbe logs.

Before You Begin

• Log in to the NextGen Gateway node.
• Ensure you have permission to access the Gateway container.

Step 1: Log In to the Gateway Host

Connect to the Gateway host using SSH. If required, switch to the root user:

sudo su

Step 2: Access the Gateway Container

Open a shell in the vProbe container:

kubectl exec -it nextgen-gw-0 -c vprobe -- bash

If the Gateway pod has a different name, replace nextgen-gw-0 with the correct pod name.

Step 3: Open the Auto-Diagnostics Directory

Navigate to the Gateway content directory and list its contents:

cd /opt/gateway/content
ls -l

Example output:

auto-diagnostics
backup_cache_sdk_v2.db
cache
repo
scripts

Open the auto-diagnostics directory and confirm the current path:

cd auto-diagnostics
pwd

Expected output:

/opt/gateway/content/auto-diagnostics

Step 4: Locate a Diagnostic Package

List the available diagnostic packages:

ls -l

Example output:

diagnostic_2026-08-03_07-04-18
diagnostic_2026-08-04_06-41-00
diagnostic_2026-08-05_14-25-49
diagnostic_2026-08-05_16-03-27.tar.gz

Select the package whose timestamp matches the connectivity issue you are investigating.

Step 5: Open a Diagnostic Package

Navigate into the diagnostic directory. Replace the example directory with the one you selected:

cd diagnostic_2026-08-05_14-25-49
ls -l

Example output:

cluster
gateway-admin
manifest.txt

Open the cluster diagnostics directory and list its contents:

cd cluster
ls -l

The directory contains files similar to these:

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

Step 6: Review the Root Cause Analysis

Display the RCA report:

cat RCA.txt

The report can include:

• Disconnect time
• Connectivity failures
• Application and system log analysis
• Service health information
• Most likely root cause
• Recommended troubleshooting actions

The report may identify issues such as connection timeouts, connection resets, a closed connection or outbound channel, firewall restrictions, or network interruptions. It may also include recommended validation steps.

Step 7: Review the Diagnostic Summary

Display the summary:

cat SUMMARY.txt

The summary provides a concise overview of the diagnostic findings.

Step 8: Review Individual Diagnostic Files

Review individual files as needed:

Network diagnostic information

cat network_info.txt

Service health information

cat service_health.txt

Gateway system logs

less system.log

vProbe logs

less vprobe.log

The vProbe log may contain the connectivity events that triggered collection, such as:

Failed to send the messages to Cloud
Connection or outbound has closed
Busy loop for Read data from cloud is stopped

These are examples of the connectivity conditions that trigger automatic diagnostic collection.