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 .
Include the following information:
*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/
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
After reproducing the error (if applicable), collect and submit provider logs for the job using the instructions below:
Collecting Logs from Service Provider Environment
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\:
Collect the contents of these folders :
Cloud Gateway Servers :
WAN Accelerator (if applicable ):
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:
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 go to https://my.veeam.com/#/my-cases and select "Generate SFTP Account" on the 3 dots menu to right of your case. This will give you SFTP credentials to use to upload the logs.
For more info on uploading 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.