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How to Collect Logs for Veeam Backup & Replication

KB ID: 1832
Product: Veeam Backup & Replication | 11 | 12 | 12.1
Published: 2013-11-19
Last Modified: 2023-09-25
Languages: DE | IT | FR | ES
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Purpose

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

Veeam Backup & Replication interoperates with other Veeam products. Please refer to the 'Additional Logging' section at the bottom of this article for links to guides on collecting logs for other Veeam products.

If you are a Cloud Provider and need to gather logs from your Service Provider infrastructure, please review KB2096 Veeam Cloud Connect - Compiling Provider/Tenant Logs for Support Cases.

Solution

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

User-added image

  1. In the Veeam Backup & Replication Console's Main Menu (≡), hover over Help and select 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 non-restore jobs, select Export logs for this job. If multiple jobs are affected, use Ctrl+Click to select more than one job.
    • For issues relating to Capacity Tier (SOBR offload, restore from object storage, etc.), use the “Export all logs for selected components” option and select the related backup infrastructure server(s).
      Alternatively, review KB4463: Granular Log Collection Guide for SOBR Capacity/Archive Tier Issues
    • For all other issues (including restore jobs), use the “Export all logs for selected components” option and select the related backup infrastructure server(s).
The screenshot displays the scope options of the Export logs wizard
Select Multiple Jobs or Objects in One Bundle

To select multiple jobs or objects in one bundle, do one of the following:

  • Hold [Ctrl] and click items to add to your selection.
  • Hold [Shift] and select a range of items between the currently selected item and the one you click.
  1. At the Date Range step of the wizard, use the "Collect logs for the last N+1 days" option, where N is the number of days since the issue occurred plus one.

    Example: (Issue occurred about 5 or 6 days ago, a value of 7 is specified.)

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. When the Export Logs process is complete, the "Open folder" link will become active; clicking on this will take you directly to the folder where the logs have been exported. There will be a .zip file in the log export folder ready to be provided to Veeam Support.

 

Note: In versions of Veeam Backup & Replication prior to version 12, it was possible to click Finish before the log export process had been completed. If the Export Logs window was closed prematurely, the process would continue in the background. When the log export was completed, the .zip file would be created. If you checked the log export folder and a .zip file with that day's date was not present, the log export process had not been completed.

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

For more information on how we process the collected data, please visit: vee.am/processing_of_personal_data
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