Cloud Continuity for PCs: Gathering Support Diagnostic Files

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This article explains how to collect Datto Cloud Continuity for PCs application diagnostic log files for Datto Technical Support analysis.

The steps in this article are specific to the products listed in the Environment field below. For all other Datto BCDR products, see Gathering Datto Diagnostic Logs.

Environment

  • Datto Cloud Continuity for PCs

Description

Logs to collect for installation issues

If your issue is related to a failed install or un-install of the Datto Cloud Continuity agent, follow the steps below to collect needed logs.

1. Log into your protected production machine, and navigate to %tmp%.
2. Select the log files that are in the format of Datto_Cloud_Continuity_xxx.log.

cclog1.jpgFigure 1: Temp logs (click to enlarge)

3. Add the selected files to a ZIP, TAR, or 7z archive.
4. Navigate to %windir%\inf\.
5. Select the setupapi.dev.log.

cclog2.jpgFigure 2: setupapi.dev.log (click to enlarge)

6. Add the selected file to your ZIP, TAR, or 7z archive.

7. Navigate to %SystemRoot%.

8. Select the MEMORY.DMP file.
This file may or may not exist. If it is present, It will likely be large. If the file is present, select it and add it to your ZIP, TAR, or 7z archive.

9. Attach the archive you created to your Support case.

Logs to collect for non-installation issues

If your issue is not related to an install or un-install of Datto Cloud Continuity agent, follow the steps below to collect needed logs.

1. Log into your protected production machine, and navigate to %windir%\System32\config\systemprofile\AppData\Local\Datto\Datto Cloud Continuity\.

Due to Windows User Account Control (UAC) restrictions, you may be unable to navigate directly to the specified directory via Windows Explorer. If you find this to be the case on your production machine, you will need to navigate to the logs folder directory-by-directory, authorizing any UAC popups you receive during navigation.

2. Select the dump and logs folders and add them to a ZIP, TAR, or 7z archive.

mceclip0.pngFigure 3: Support logs (click to enlarge)

3. Attach the archive you created to your Support case.


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