19. Support and Diagnostics

Overview

Support and Diagnostics provides logs, temporary debug logging, readiness information, and support bundle generation. Use this area when troubleshooting installation, scans, permissions, or performance.

19.1 Logs

Primary log folder:

C:\ProgramData\Software Athlete\PI Nexus+\Logs

Installer logs are also written there when possible.

Windows Event Log sources:

PI Nexus+ Installer
PI Nexus+ API
PI Nexus+ Worker

Use logs to confirm the real error behind UI failures. For example, a web request may show a 500 error in the browser, while the web application log contains the SQL login or AF SDK exception.

19.2 Support Bundle

Support bundles collect the diagnostic information needed to investigate problems without requiring a live screen share.

To create a support bundle:

1. Go to Admin > Support.
2. Open Diagnostics.
3. Click Create Support Bundle.
4. Download the generated bundle.

The bundle includes diagnostics such as readiness results, configuration summaries, recent scan context, and logs. It should not include service account passwords or private keys.

Create a support bundle after reproducing the issue so the relevant log entries are included.

19.3 Temporary Debug Logging

Temporary debug logging increases logging detail for troubleshooting. Enable it only while reproducing an issue, because debug logs can grow quickly.

Steps:

1. Go to Admin > Support > Diagnostics.
2. Enable temporary debug logging.
3. Reproduce the issue.
4. Create a support bundle.
5. Disable debug logging.

A good result for this section is a support bundle that contains the failure, the scan ID if applicable, and enough context to diagnose the issue.

19.4 Scale and SQL Memory Diagnostics

Open Admin > Support > Scale when SQL Server or the co-hosted PI machine feels slow. The summary distinguishes host and SQL process memory from memory attributable to the PI Nexus+ database:

• PI Nexus+ buffer cache is cached database data and is normally reusable; it is not, by itself, a leak.
• Prepared plans and single-use prepared plans identify query-plan memory. Compare them over time instead of treating one sample as a fault.
• Scanner staging reserved is temporary database workspace used during scans. If it remains unexpectedly high after scans finish, create a support bundle and contact support.

Refresh the page after a representative scan and compare the values rather than judging one sample in isolation. The diagnostics are read-only and do not clear caches or change SQL Server settings. If the host remains under pressure or a value continues to grow, include these results in the support bundle.