Direct To Cloud: Gathering Support Logs

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Topic

This article explains the process for gathering Direct to Cloud application logs to send to Datto Technical Support for analysis.

Environment

  • Direct to Cloud (DTC) Agent

Procedure

1. Log into your protected test machine, and navigate to C:\Windows\System32\config\systemprofile\AppData\Local\Datto\Datto Direct to Cloud\logs.

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

2. Select all logs present, and add them to a ZIP, TAR, or 7z archive.

Figure 1: Support logs

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


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