Challenge
This KB article shows how to collect the diagnostic information that may be needed if you create a Veeam Agent for Microsoft Windows support case.Cause
Once you have gathered all the logs required for troubleshooting, you will need to attach them to the case through the customer portal or to the ftp site using the ftp information provided to you by the engineer assigned to your case. Please, notify the engineer once the logs are uploaded.If you need to use a secure FTP, this article contains secure FTP instructions.
Solution
How to gather the Veeam Agent for Microsoft Windows product logs
The Veeam Agent for Microsoft Windows logs can be located in the path below on the machine where the product is installed.C:\%programdata%\veeam\endpoint
You will need to zip up the entire Endpoint folder.
How to gather Microsoft VSS information
You will need to run the commands below from an Administrative command prompt on the system that is having issues:
vssadmin list writers > C:\vss_writers.log vssadmin list providers > C:\vss_providers.log vssadmin list shadows > C:\vss_shadows.log vssadmin list shadowstorage > C:\vss_shadow_storage.log
They will create four log files named vss_writers.log, vss_providers.log, vss_shadows.log and vss_shadow_storage.log in C:\. Once submitted to Veeam Support, these logs can be deleted.
How to gather Microsoft Event logs
You will need to export the logs in .evtx format. An .evtx file alone does not contain the text of most events, so uploading an .evtx file without the associated Display Information can delay the resolution of your support case. You will need to export the System and Application logs as follows:
1. Open Event Viewer (eventvwr.msc).2. Locate the log to be exported in the left-hand column.
3. Right-click the name of the log and select Save All Events As.
4. Enter a file name that includes the log type and the server it was exported from.
For example, when exporting the Application event log from a server named HV01, enter Application_HV01.
5. In Save as type, select Event Files.
6. Include the display information.
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7. Be sure to include the LocaleMetaData folder when packaging the logs for upload.
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6. Include the display information.
7. Be sure to include the LocaleMetaData folder when packaging the logs for upload.
How to gather File System Minifilter information
You will need to run the command below from an administrative command prompt on the system that is having issues:
fltmc instances > C:\filter.log
A log named filters.log will be created in C:\. Once submitted to Veeam Support, this log can be deleted.