Collecting log file information for troubleshooting

When troubleshooting an issue with Backup Exec, it may be necessary to review diagnostic logs from the media server. The Symantec Gather Utility simplifies this process by creating and compiling a compressed file that includes various system log files that can be sent to technical support. You can run the Symantec Gather Utility locally, or you can copy it to another computer.

The Symantec Gather Utility runs a diagnostic application called BEDiag as part of its collection process. BEDiag captures specific log file information. The Gather Utility also provides you with the ability to gather other data by using additional diagnostic tools.

To collect log file information for troubleshooting

  1. On the Tools menu, click Support Utilities > Run the Gather Utility to collect logs and crash dumps.

  2. Check all of the boxes in the Data to gather (if available) field.

  3. Use the default Output root directory (required) or specify an alternate one.

    If you want to use the default directory.

    Go to step 4.

    If you know the name of the directory.

    Type the name of the directory.

    If you do not know the name of the directory.

    Click Browse to browse to the correct directory.

  4. Enter your case number with the dashes (example 123-456-789).

  5. If there are additional files you want added to the compressed file enter them now.

    If you know the name of the file.

    Type the file name in the Files text box, and then click Add.

    If you do not know the file name.

    • Click Browse to browse to the correct file.

    • Select the file and then click Open.

    • Click Add.

  6. Click Gather.

    After the Symantec Gather Utility collects all of the log file information, you will have the option of viewing all of the data collected by the utility and sending the results via email or FTP. The files gathered contain detailed information regarding installation, diagnostics, and error reporting. Reviewing these logs prior to contacting technical support can reveal the source of the issue. If the solution is not evident based on the gathered logs, please have these logs available when contacting support. The support technician may request an email that contains the log files.