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Veeam Backup & Replication - Steps to Compile and Upload Logs

Challenge

This article discusses how to collect logs from Veeam Backup & Replication v8.x and newer, as well as what to include when submitting a Veeam Support case for technical assistance.



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

Possible Additional Logging Requirements

If your case involves a VSS error or is related SQL Transaction Log backup, additional logs from the guest will be needed. Please collect those as documented in https://www.veeam.com/kb1789


If your case involves a processing error with Oracle, additional logs from that server will be required as documented in https://www.veeam.com/kb2374


If your case involves Veeam Agent for Windows or Veeam Agent for Linux, logs must be collected from the individual machines as well as Veeam Backup & Replication.

Solution

Choosing the correct export scope
  • For Backup, Replication, and other jobs, select “Export logs for this job” If multiple jobs are affected, you can multiple-select.

  • For problems with restore or replica failover, 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 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] .

  2. The Export Logs wizard allows for various scopes to define which logs will be collected:
    • For Backup, Replication, and other jobs, select “Export logs for this job.” If multiple jobs are affected, you can multiple-select.

    • For problems with restore or replica failover, 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).

  3. On the Next page, use the "Collect logs for the last [ X ] days" where X should be greater than the number of days since the issue has been occurring.

    Note: If the issue was previously not occurring be sure to add a couple of days to the value so that the Support Engineers have logs from prior to the issue.

  4. On the Next page of the wizard select a location where the logs will be exported to.

  5. After clicking "Apply" the log collection process will start.

  6. While the logs are collect it is possible to click "Finish" and allow the log collection to complete in the background. To view the status of the log collection go to [History]->[System] and look for the [Log Export] task.

  7. 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 completed. Please wait until the .zip file is created. If the zip file is manually created it will result in a partial log package.

  8. Please attach these to your case via the customer portal by clicking "Add logs" at https://my.veeam.com/#/my-cases


If you prefer to upload the logs via SFTP please notify Veeam Support and an engineer will provide SFTP credentials for the case.

To upload logs via SFTP please review this article: https://www.veeam.com/kb1661

More information

Below are the relative log path lists for Veeam Backup & Replication. If there are difficulties compiling the logging requested via the wizard-based instructions above, please obtain the files from the appropriate directory below and provide Veeam Support a .zip file copy. 

  • Windows 2003, XP – C:\Documents and Settings\All Users\Application Data\Veeam\Backup\
  • Windows Vista, 7 - C:\Users\All Users\Veeam\Backup\
  • Server 2008 or newer - C:\ProgramData\Veeam\Backup\
  • Linux - /var/log/VeeamBackup/

Typical log files requested for a manual log compilation will be:

  • The task's folder located in the parent directory, zipped. This will contain all relevant job/task/agent data.

  • All logs from the parent directory named svc.*.log, util.*.log, as well as the VeeamBackupManager.log and VeeamShell.log

 

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 with 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
Version:
8.x, 9.x, 10.x
Published:
2013-11-19
Last Modified:
2020-11-20
Languages:
IT | FR | ES
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