SIRIS, ALTO, and NAS: Gathering Datto Diagnostic Logs

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This article explains how to gather and send diagnostic logs to Datto Support for use in a support case while troubleshooting backups.

NOTE: This steps in this article are specific to the products listed in the Environment field below. For Cloud Continuity products, see Cloud Continuity for PCs: Gathering Support Diagnostic Files.

Environment

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

Description

Select the type of backup protection your server uses to continue:

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.

Part 1: Gather the Windows Logs

1. Perform the following steps from Microsoft's Archive an Event Log article (external link):

A. Start Event Viewer.

B. In the console tree, navigate to the log you want to archive.

C. On the Action menu, click Save Events As.

D. In File name, enter a name for the archived log file.

E. In Save as type, select a file format, and then click Save.

F. Click OK.

2. Attach the exported logs to your Support ticket.

Part 2: Gather the ShadowProtect Logs

1. 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.

Part 1: Gather the Windows Logs

1. Perform the following steps from Microsoft's Archive an Event Log article (external link):

A. Start Event Viewer.

B. In the console tree, navigate to the log you want to archive.

C. On the Action menu, click Save Events As.

D. In File name, enter a name for the archived log file.

E. In Save as type, select a file format, and then click Save.

F. Click OK.

2. Attach the exported logs to your Support ticket.

Part 2: Gather the Datto Windows Agent Logs

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:

%systemdrive%\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 / Windows Server 2003 / Windows 10

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

For Windows XP or Windows Server 2003 systems:

%systemdrive%\windows\system32\config\systemprofile\Local Settings\Application Data\Datto\Datto Windows Agent

For Windows 10 systems:

%systemdrive%\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. 

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 can attach it to the support ticket.

Figure 1: Logs directory & agent.sqlite file on a production server (click to enlarge)

Gathering Datto Windows Agent Installation Logs

The Datto Windows Agent includes installer logging. The logs generated by the installation process can help Technical Support troubleshoot common setup issues.

Datto Windows Agent - Version 2.0 and below

You can find logs generated by the install process on the protected endpoint at %systemdrive%\Program Files\Datto.

When contacting Datto Technical Support for assistance with installation issues, please gather the following logs, and attach them to your Support ticket:

  • DattoBackupAgentInstall.log

Datto Windows Agent - Version 2.1 and above

You can find logs generated by the install process on the protected endpoint at %systemdrive%\Users\[USER]\AppData\Local\Temp.

When contacting Datto Technical Support for assistance with installation issues, please gather the following logs, and attach them to your Support ticket:

  • Datto_Windows_Agent_[timestamp].log
  • Datto_Windows_Agent_[timestamp]_[numbers]_DattoWindowsAgent[platform].msi.log

When you are browsing to find these files, we recommend sorting the files in the %TEMP% directory by Date modified.

Gathering VMware Logs for Agentless Backups

This section only applies to protected systems running the agentless backup solution. If the system you are collecting 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 details about gathering VMware logs from protected systems running agentless backups.


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