How to: Gather Logs for Cloud Connect Service Providers

KB ID: 2096
Products: Veeam Backup & Replication;Veeam Cloud Connect
Version: 9.x
Published:
Last Modified: 2016-04-21

Challenge

This Knowledge Base article explains the locations from which a Cloud Connect Service Provider should collect log files for the support on Client/Provider cases. Listed below is the location of logs Support will typically need from a Service Provider to investigate.

Solution

Service Provider Environment
 
For providers with newly-configured infrastructure, or a small number of clients, use the built-in log generator tool to gather logs from all managed servers related to the issue. It is important to gather logs from cloud gateways, repositories, and other relevant infrastructure in addition to the backup server.

User-added image
 

Providers with a larger number of clients can use this tool, but it will produce a large (multi-GB) log bundle. To avoid this, see “Advanced Service Provider Location”, below.

Please let Veeam Technical Support know the name of the tenant involved in the case, as it is listed in the console

Tenant Environment
 
For failing jobs:
Export logs for the job (backup, backup copy, or replication) that is having an issue.

User-added image
 

For restores and replica failovers:

Export a log bundle for the backup or replication job (as above), and then manually collect the following directories from the Veeam Backup server.

Starting in %ProgramData%\Veeam\Backup\:

  • Entire directory "CloudConnect" (if it exists)
  • Entire directory with the name of the VM that was backed up or replicated



Advanced Service Provider Location
 
Some files listed may not be present if they are not applicable to your issue, but make sure you are looking at the correct server for each different directory or filename. Some files will have several rotations, with the oldest files archived to .zip or .gz.

Veeam Backup and Replication Server:

Collect these files in the root of %ProgramData%\Veeam\Backup\: 

  • Svc.VeeamBackup* (filenames beginning with “Svc.VeeamBackup”)
  • Zip files named "<date stamp>_Svc.VeeamBackup"
  • CloudAppliance*

In rare cases, other files in this directory may be relevant, so it is prudent to include anything with a recent modified date.

 Collect the contents of these folders:

  • %ProgramData%\Veeam\Backup\Console\ (if using remote console, collect from that machine as well)
  • %ProgramData%\Veeam\Backup\CloudConnect\
  • %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
  • %ProgramData%\Veeam\Backup\CloudConnectService\ (excluding subfolders for other tenants)


Cloud Gateway Servers:

  •  %ProgramData%\Veeam\Backup\Svc.VeeamGateSvc*
     

WAN Accelerator (if applicable):

  • %ProgramData%\Veeam\Backup\Svc.VeeamWANSvc*.log
     

Repository Servers (for backup and backup copy jobs):
Check which server is listed as the Host for the Repository in the console: Backup Infrastructure > Backup Repositories. Collect the entire content of these folders:

Windows:

  • %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
  • %ProgramData%\Veeam\Backup\CloudConnectService\ (excluding subfolders for other tenants)

 

Linux:

  • /var/log/VeeamBackup/CloudConnectService_<tenant_name>_* (may be multiple directories)

More Information

Logs from the Network Extension Appliances are automatically copied to their controlling Veeam Backup & Replication server, so in most cases it is not necessary to gather logging from these appliances manually.
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