Veeam Cloud Connect - Compiling Provider/Tenant Logs for Support Cases 

KB ID: 2096
Product: Veeam Backup & Replication
Veeam Cloud Connect
Version: All
Published: 2016-02-09
Last Modified: 2022-02-17
Languages: IT
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Purpose

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 .

Solution

Infrastructure Information

Include the following information:

  • Provider Name:
  • Tenant Name:
  • 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/

Tenant Logs

To ensure that the most relevant logs are present in the latest logs. Reproduce the error (if applicable), and then collect the tenant's Veeam Backup & Replication logs.

Collecting Logs from Tenant Environment

  • For failing jobs:
    Export logs for the job (backup, backup copy, or replication) that is having an issue.
tenant logs
  • 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.
Service Provider Logs
Specify the component logs for all servers and specify only the last 2-3 days. 
Log Date Range
  • 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"
  • CloudAppliance*
  • RTS.ResourcesUsage.log
  • 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)
  • %ProgramData%\Veeam\Backup\CloudConnect\
  • %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
  • %ProgramData%\Veeam\Backup\CloudConnectService\ (excluding subfolders for other tenants)
  • %programdata%\veeam\backup\Utils
  • %programdata%\veeam\backup\ResourceScan
  • %programdata%\veeam\backup\RegistryOptions


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 Repostory:

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

Linux Repository:

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

More information

For information about attaching files to a support case, please review: https://www.veeam.com/kb4162
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.
For more information on how we process the collected data, please visit: vee.am/processing_of_personal_data
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