What Information to Collect for the Technical Support Team If an Axigen Server Exits Abnormally or Crashes on a Windows System

This article describes what information to collect if an Axigen server exits abnormally or crashes on a Windows system


The following information should be collected for the support team:

  • the version of the Windows OS installed on the Axigen server
  •  the exact version of the Axigen binary obtained as described in the KB article from: https://www.axigen.com/kb/show/259
  • the Axigen configuration file, available by default at: C:\Program Files\Axigen Mail Server\run\axigen.cfg
  • the Axigen system log saved in TEXT format by using the steps presented in the KB article from: https://www.axigen.com/kb/show/193
  • if possible, please connect to the Axigen CLI interface and generate the supportInfo archive using the steps below:

1. Log into the CLI using the telnet application:

telnet 7000

2. Enter the administrative username:

<login> user admin

3. Enter the password for the Axigen admin user:

<password> your_admin_password

4. Run the command:

<#> SAVE supportInfo

By default, the archive is saved in the Axigen working directory: C:\Program Files\Axigen Mail Server\supportInfo.zip

OS: Windows