How to: Collect Information Necessary for Cloud Connect Technical Support Cases

Given the additional complexity of Cloud Connect compared with standalone installations of Backup & Replication, additional logging and information is needed to expedite cases with our Cloud Connect teams whenever feasible. All information should be obtained whether you are submitting an issue as a Veeam Cloud Connect Tenant or a Veeam Cloud Connect Provider .

Necessary Infrastructure Information

Include the following information:

• Provider Name:
• Tenant Name:
• Job Type that is having issues:
• Job Name that is having issues:
• Tenant Public IP:

*Please document the public IP of the Tenant Veeam Server connected to the cloud gateway. This is used to identify the connection in the Cloud Gateway logs. You can identify this by using a utility such as http://www.whatsmyip.org/

Tenant Logging

Please reproduce the error (if applicable), then collect and submit tenant logs for the job as you would any standard Backup & Replication case as documented here: https://www.veeam.com/kb1832

Collecting Logs from Tenant Environment

• For failing jobs:
  Export logs for the job (backup, backup copy, or replication) that is having an issue.
  
  
• For restores and replica failovers:
  • Export a log bundle for the backup or replication job (as above)
  • 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

Service Provider Logging

After reproducing the error (if applicable), collect and submit provider logs for the job using the instructions below:

Collecting Logs from 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.
  
  Specify the component logs for all servers and specify only the last 2-3 days. 
  
• 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.

Advanced Service Provider Location

It’s best to save this information to a .zip file with an identifiable name such as "<tenant_name>-ProviderLogs.zip"

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)

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.

If you would 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.

Be sure to alert your engineer if you have issues with being able to contact your provider or obtain this logging in any way so we can assist.

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. 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.