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How to Collect Logs from Veeam Appliance Installer

KB ID: 4783
Product: Veeam Backup & Replication | 13
Published: 2025-10-17
Last Modified: 2025-10-17
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Purpose

This article documents how to collect logs from the installer for the Software Appliances included with Veeam Backup & Replication 13 (Veeam Software Appliance, Veeam Infrastructure Appliance, and Veeam Hardened Repository Appliance).

This procedure may be required if an installation-related issue occurs. Since these issues arise during the installation phase, and the system is not fully operational, specific manual steps must be followed to facilitate log collection.

Solution

Environmental Configuration Consideration

The procedure documented in this article creates a log bundle and transfers it to a destination Linux machine. You must have a secondary Linux machine available for the machine where the installation occurred to send the log bundle to via SSH.

This procedure will also require knowledge of working with Linux operating systems, working with SSH, and networking configuration.

Note: All steps below are to be performed on the machine where the Installer was running.

Part 1: Switch to the Console

  1. Switch to tty2 using the following key combination: 
    Ctrl+Alt+F2
    Note: F2 as in the Function Key labeled F2.

Part 2: Verify Network Connectivity

  1. Within the tty2 terminal, check the machine's IP address with the following command:
ip a
Shown is the console output from the command ip a, including an adapter named eth0 with the ip 10.0.0.149/24
Example

If no IP address is assigned to eth0, use the following commands to assign an IP address and network gateway:

  1. Set IP address: 
    ip addr add x.x.x.x/cldr dev eth0
    Example
    ip addr add 10.0.0.149/24 dev eth0
  2. Add a default gateway route: 
    route add default gw x.x.x.x eth0
    Example
    route add default gw 10.0.0.1 eth0
     
  1. Using the following command, test ssh connectivity to the destination Linux machine where logs will be sent:
nc -zvw3 x.x.x.x 22
Screenshot of the nc command with message "Connected" indicating it connected successfully.
Successful Connection Example
Screenshot of sc command with a TIMEOUT message indicating the connection failed.
Failed Connection Example
If the connection test to the secondary Linux machine fails, ensure SSH is enabled on that secondary Linux machine and review the network connection between the two machines.

Part 3: Export Logs to Remote Linux Machine

  1. Use the following command to generate the log bundle and push it to the remote linux machine:
/run/install/repo/support-scripts/support-scripts/hardware_collection.sh -d x.x.x.x:/home/username/ -u username

Example

/run/install/repo/support-scripts/support-scripts/hardware_collection.sh -d 10.0.0.165:/home/backupsvc/ -u backupsvc
An example of the export process, showing the command run, then confirmation of the remote Linux host's fingerprint, and then the prompt to enter the remote user's password.
An example of the export process, showing the command run, then confirmation of the remote Linux host's fingerprint, and then the prompt to enter the remote user's password.
Examples of commands run on the remote Linux machine to check its IP address, show the user's home directory path, and finally, the ls command results show the log bundle having been pushed to the user's home directory.
Examples of commands run on the remote Linux machine to check its IP address, show the user's home directory path, and finally, the ls command results showwing the log bundle having been pushed to the user's home directory.
  1. With the log bundle now created and exported, attach it to the support case.

If this KB article did not resolve your issue or you need further assistance with Veeam software, please create a Veeam Support Case.

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