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How to collect logs for Veeam Backup & Replication

KB ID: 1832
Product: Veeam Backup & Replication 11, Veeam Backup & Replication 10a, Veeam Backup & Replication 9.5
Published: 2013-11-19
Last Modified: 2021-06-10
Languages: IT | FR | ES

Objective

This article discusses how to collect logs from Veeam Backup & Replication and additional information to include when submitting a Veeam Support case for technical assistance.


If you are a Cloud Provider gathering logs from your Service Provider infrastructure, please review:  https://www.veeam.com/kb2096

Solution

The following animation demonstrates how to compile logs in Veeam Backup & Replication.

User-added image

  1. In the Veeam Backup & Replication Console, click the Menu button in the top left-hand corner of the GUI and go to [Help]->[Support Information].
The image shows the main menu of Veeam Backup & Replication opened and the Help section expanded, a mouse hovers over the Support Information menu option.
  1. At the Scope step of the wizard, define the scope for logs export. The following are suggested choices based on the issue faced:
    • For Backup, Replication, and other jobs, select “Export logs for this job” If multiple jobs are affected, you can multiple-select.
    • For restore or replica failover problems, you should select “Export logs for these objects” and choose the production VM  that was backed up or replicated.
    • For issues with the GUI or problems that don’t fall into any of the above categories, select “Export all logs for selected components” and choose the related server(s).
The screenshot displays the scope options of the Export logs wizard
  1. At the Date Range step of the wizard, define the time interval for which logs must be collected. You can select one of the following options:

    • Collect logs for the last N days
    • Collect logs for a specific period of time
    • Collect all available logs
The image displays the Date Range options of the Export Logs wizard
  1. At the Location step of the Export Logs wizard, specify the destination folder to which the logs will be exported..

The image displays the Location tab of the Export Logs wizard.
  1. After clicking Apply, the log collection process will start.

  2. While the logs export process is working, it is possible to click Finish and allow the process to complete in the background. To view the status of the log collection, go to [History]->[System] and look for the Log Export task.

The image shows the History section of the Veeam Backup & Replication GUI with the System node select and on the right pane the Log Export can be seen in a Working status
  1. When the log collection is completed, there will be a .zip file ready to be provided to Veeam Support.

    Note: If the .zip file is not present in the destination chosen for the log export, the log collection has not been completed. Please wait until the .zip file is created.
For information about attaching files to a support case, please review: https://www.veeam.com/kb4162

More information

Collecting Logs Manually
If you are facing a situation where you do not have access to the Veeam Backup & Replication console. Please zip the entire %ProgramData%\Veeam\Backup folder on the Veeam server and provide that file to Support.

More information about Veeam Backup & Replication logging and file locations can be found here.

 

 

Additional Logging

Privacy Notice
Please note that the information provided to Veeam for purposes of customer support may be considered protected under certain data protection regulations and/or internal company policies. A list of potentially sensitive data types is available in the following KB article. The Support team may provide a log scrubbing utility upon request. Veeam will only utilize this information for the specific purpose of providing customer support to you and will protect the information in accordance with its privacy policy. In any event, the information provided will be securely deleted after 45 inactive days as of the last upload to the SFTP. If you would like it deleted sooner, please express this request directly to your support contact once the issue has been resolved. For more information on how we process the collected data, please visit: https://vee.am/processing_of_personal_data.
KB ID: 1832
Product: Veeam Backup & Replication 11, Veeam Backup & Replication 10a, Veeam Backup & Replication 9.5
Published: 2013-11-19
Last Modified: 2021-06-10
Languages: IT | FR | ES

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