This article will explain how to collect, create, and download the diagnostic file (diag-file) from the Web GUI as well as using SSH to collect the diagnostic file [USG FLEX H Series], and FTP service to download the file, if the device is not responding - or for other reasons.
When it comes to troubleshooting unusual behavior on a USG (Unified Security Gateway) with our support team, nothing is more valuable than a diagnostic file. These files provide insights into your network's activities, helping us identify and resolve issues effectively.
Diagnostic File via Web GUI
Navigate to Maintenance > Diagnostic >
Diagnostics files can be created and saved to your computer or a USB stick directly. Please keep in mind that log collection may take a long time 5-10 minutes sometimes more, please wait until the end.
- Click "Collect Now"
- "Mark" the created file
- Click "Download"
Diagnostics files can be created and saved to a USB stick directly.
- Connect the USB stick to the port on your USG FLEX H series device.
- In the web interface of the device, check the "Copy the diagnostic file to USB storage" checkbox.
- Click "Collect Log"
Everything is ready! The diagnostic file is now on your computer, and you can send it to technical support for further diagnostics.
Diagnostic File - via SSH and FTP
- Log in to the SSH program: Open PuTTY, Tera Term, or any other SSH client.
- Enter the user name and password (the user must have administrator privileges)
To check the log collection status enter: show diagnostics diagnostics diag info collect status
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Enter the command to start collecting the diagnostics file :
cmd diagnostics diaginfo collect ac start
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To check the log collection status enter :
show diagnostics diaginfo collect status
Please keep in mind that log collection may take a long time 5-10 minutes sometimes more, please wait until the end.
After collecting the diagnostics file, you can download it to your computer using Windows Explorer, which has a built-in FTP client. Alternatively, you can use any other FTP client.
- Open Explorer
- Enter the YOUR gateway IP address of your host LAN or WAN in the format:
ftp://192.168.170.1/debug/
- Enter the administrator's user name and password
- Press Enter
If you don't see this, it's probably because port 21 is not allowed in the firewall rules for WAN in Zywall or LAN in Zywall.
Then navigate to the "debug" folder and then download the diagnostic file (diaginfo-2024-07-31_11-27-26.tar) to your PC