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
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.