Collecting diagnostic data - Security Center 5.10

Security Center User Guide 5.10

Applies to
Security Center 5.10
Last updated
Content type
Guides > User guides
Security Center

For troubleshooting purposes, the Diagnostic data collector conveniently collects and packages system information so that you can easily send it to Genetec™ Technical Assistance Center.

Before you begin

To run the Diagnostic data collector:
  • You must have Windows administrative privileges on your computer.
  • You must have Security Center administrative privileges.

What you should know

  • The tool collects different types of system information (collection types), such as Genetec™ system information, Archiver collection and Video inventory. See the steps below for a complete list of these collections and what they contain.
  • Running the Diagnostic data collector may temporarily impact system performance.
  • If your system is running Windows XP or 2003, Windows event logs and performance monitor data are not collected.


  1. From the Home page, click Tools > Diagnostic data collector.
  2. From the dialog box, select one of the following:
    Default data collection on all Security Center servers
    Sends only a set of predefined data collections (default)"
    Specific data collection and servers
    Sends a set of data collection and server information that you have selected.
  3. If selecting Specific data collection and servers, do the following:
    1. On the left pane, select the server(s) you need information from.
    2. On the right pane, select the specific collection type(s) from that server.
    You can select from the following collections:
    System Information
    (Selected by default) A data collection used for diagnostic testing that includes system logs and system information not specific to Genetec applications. This collection contains:
    • Genetec Event logs
    • System Event logs
    • Application Event logs
    • Security Event logs
    • Installed applications
    • Installed updates
    • Currently running applications
    • Currently active network connections
    • .NET CLR assemblies required for debugging
    Genetec System Information
    (Selected by default) A data collection used for diagnostic testing that includes Genetec™ applications specific information. It contains:
    • Security Center configuration files
    • Security Center trace logs
    • Security Desk and Config Tool error logs (when the clients are selected)
    • Performance monitor data
    • Running processes information
    • Security Center running processes information with loaded assemblies
    • Memory dumps
    • Registry Keys (only the ones that are used or created by Genetec Inc.)
    Archiver Agent
    A data collection used for diagnostic testing that includes Archiver-specific information such as Archiver cache and Archiver logs.
    Access Manager
    A data collection used for diagnostic testing that includes Access Manager-specific information. It includes configuration files, currently active network connections, VertX file cache and VertX temp files.
    Video Unit Inventory
    A data collection used for diagnostic testing that lists video units enrolled by the system and Security Center federated cameras
  4. Click Start.
    The status bars show the progress for each data collection. The information is saved on the computer from which the tool was run to folder: C:\ProgramData\Genetec Security Center 5.10\Diagnostics. For Windows XP and 2003, the data is saved in: C:\Documents and Settings\All Users\Application Data\Genetec Security Center 5.10\Diagnostics.
  5. To open the folder, click Open drop folder.


You can now send the diagnostic information to Genetec™ Technical Assistance Center.