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:
Job Type that is having issues:
Job Name that is having problems:
Tenant Public IP:
*Please document the public IP of the Tenant Veeam Server connected to the cloud gateway. Having this information will help identify the connection in the Cloud Gateway logs. You can identify this by using a utility such as http://www.whatsmyip.org/
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) and manually collect logs from the following directories on the tenant's Veeam Backup server. (%ProgramData%\Veeam\Backup\)
Entire "CloudConnect" directory (if it exists)
Entire directory with the name of the VM that was restored or replicated
Service Provider Logs
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 crucial to collect 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 significant number of tenants can use the built-in log collection tool but may find that it produces a large (multi-GB) log bundle. Alternatively, Provider logs may be manually collected; see the “Granular Provider Logs” section below.
Granular Provider Logs
This section lists specific logs and log locations that may be gathered manually as an alternate option to using the built-in log bundling tool.
Tip: It’s best to save the collected information in a .zip file with an identifiable name such as "<tenant_name>-ProviderLogs.zip"
Some listed files may not be present if they do not apply to your issue, but make sure you look 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"
In rare cases, other files in this directory may be relevant, so including anything with a recent modified date is prudent.
Collect the contents of these folders:
%ProgramData%\Veeam\Backup\Console\ (if using remote console, collect from that machine as well)
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.