Logs to Collect for Netwrix Auditor SMS Alert Issues

Qusetion

Netwrix Auditor does not send SMS alerts, while email alerts work fine. What logs should be collected and provided to the Netwrix support team to troubleshoot the issue?

Answer

Follow the steps below to collect the necessary logs:

1. On the Auditor Server, locate the Audit Core folder (by default, C:\Program Files (x86)\Netwrix Auditor\Audit Core).
2. In the Audit Core folder, locate the GlobalSettings.ini file.
3. Copy this file to the desktop and rename the copy to AlertsSender.ini.
4. Open the AlertsSender.ini file with any text editor, for example, Notepad++, and find the MaxSeverity line.
5. Change the value on this line from INFO to DBG.
6. Save the AlertsSender.ini file, and then copy it back into the AuditCore folder. The AlertsSender.ini file is required for the AlertsSender process to generate logs.
7. Open the Services snap-in and restart the Netwrix Auditor Core Service and the Netwrix Auditor Archive Service.
8. Make a test change to trigger the affected alert, then go to the associated monitoring plan and click Update. This should help trigger the alert. Also, you can wait for the product to process the data (approximately 24 hours).
9. Once you have allowed enough time through either test changes or natural events, locate the NwArchiveSvc folder (default location is C:\ ProgramData\Netwrix Auditor\Logs\AuditCore).
10. Copy the NwArchiveSvc folder to another location, compress it, and attach it to the corresponding ticket in the Netwrix Customer Portal: https://www.netwrix.com/sign_in.html.
11. When done, remove the AlertsSender.ini file from the AuditCore folder.
12. Restart the Netwrix Auditor Core Service and the Netwrix Auditor Archive Service again to stop verbose logging once testing is complete.