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Gathering Diagnostic Logs for ShadowSnap, the Datto Windows Agent, and Agentless Backups

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Topic

This article explains how to gather and send diagnostic logs to Datto Support for use in a support case while troubleshooting backups that use the ShadowSnap Agent, Datto Windows Agent, and VMware-based agentless backup solutions.

Environment

  • Datto Windows Agent
  • ShadowSnap Agent
  • Agentless Backups
  • VMware

Index

Gathering ShadowSnap (ShadowProtect) Diagnostic Logs

This section only applies to protected systems running the ShadowSnap Agent. If the system you are gathering logs from is not running this backup solution, do not perform these steps.

1. Before proceeding further, export the Windows System and Application logs from the impacted server by following the steps listed in Archive an Event Log (external link).

2. Attach the exported logs to your Support ticket.

3. Copy the following system files into a .zip or .7z archive named SPDIAGNOSTICS, and attach them to your Datto support ticket:

For 32-bit systems:

    • \Program Files\StorageCraft\ShadowProtect\ShadowSnap\log\raw_agent.log
    • \Program Files\StorageCraft\ShadowProtect\ShadowSnap\log\log.txt
    • \Program Files\StorageCraft\ShadowProtect\ShadowSnap\endptconfig.sqlite3

For 64-bit systems:

    • \Program Files (x86)\StorageCraft\ShadowProtect\ShadowSnap\log\raw_agent.log
    • \Program Files (x86)\StorageCraft\ShadowProtect\ShadowSnap\log\log.txt
    • \Program Files (x86)\StorageCraft\ShadowProtect\ShadowSnap\endptconfig.sqlite3

Gathering Datto Windows Agent Logs

This section only applies to protected systems running the Datto Windows Agent. If the system you are gathering logs from is not running this backup solution, do not perform these steps.

1. Before proceeding further, export the Windows System and Application logs from the impacted server by following the steps listed in Archive an Event Log (external link).

2. Attach the exported logs to your Support ticket.

3. Collect the Datto Windows Agent logs and the agent.sqlite file. Follow the procedure applicable to your version of Windows:

Windows Vista and up

1. Navigate to the following location on the protected machine:

%systemroot%\Windows\system32\config\systemprofile\AppData\Local\Datto\Datto Windows Agent\

2. Add the contents of the logs directory and the agent.sqlite file to a ZIP, RAR, or 7z archive.

3. Attach this archive to your support ticket.

Windows XP / Server 2003

1. Navigate to the following location on the protected machine:

%systemroot%\windows\system32\config\systemprofile\LocalSettings\ApplicationData\Datto\Datto Windows Agent

2. Add the contents of the logs directory and the agent.sqlite file to a ZIP, RAR, or 7z archive.

3. Attach this archive to your support ticket. 

If you receive any 'path not found' error messages, it might be necessary to click through each folder in the path to the agent.sqlite file, starting with the C:\ drive, and respond to any User Account Control messages you receive.
Depending on your version of Windows, you may need to copy the agent.sqlite file to another location (such as the Windows Desktop) before you are able to attach it to the support ticket.

Figure 1: Logs directory & agent.sqlite file on a production server (click for larger image)

 

Gathering VMware Logs for Agentless Backups

This section only applies to protected systems running the agentless backup solution. If the system you are gathering logs from is not running this backup solution, do not perform these steps.

See Collecting diagnostic information for VMware ESX/ESXi (653) (external link) for information regarding gathering VMware logs from protected systems running agentless backups.


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