Veeam Backup for Microsoft Office 365 - Steps to Compile and Upload Logs

Challenge

This article covers how to properly compile log files in Veeam Backup for Microsoft Office 365, as well as what to include when submitting a Support case for technical assistance.

Solution

 

Backup issues:

1. Navigate to C:\ProgramData\Veeam\Backup365\Logs with Windows Explorer or use “Open Log path” button in the main menu of Veeam Backup for Microsoft Office 365.

2. Zip contents of the directory and save the archive to a temporary location.

3. If there is more than one proxy in your environment,  zip C:\ProgramData\Veeam\Backup365\Logs of the proxy used by the affected job and save the archive to a temporary location.

4. Please attach these to your case. If the total attachment size is under 3.5MB, you may attach via email reply. If none of these upload options are working, please notify Veeam Support and an engineer will provide FTP credentials for the case.

Restore issues:

1. Navigate to C:\ProgramData\Veeam\Backup\ExchangeExplorer\Logs on the machine where restore session was started, zip contents of the directory and save archive to a temporary location.

2. (Optional) Sometimes default logging level is not enough to find the root cause of an issue and extended logging is required. To enable extended logging please create a file named “Config.xml” under C:\ProgramData\Veeam\Backup\ExchangeExplorer and add the following line there:

<Veeam>
               <Core>
                               <Log Level="Extended" />
               </Core>
</Veeam>
 

Close all instances of Veeam Explorer for Exchange, retry the restore and collect extended logs.

3. Please attach these to your case, or in the event that the total attachment size is under 3.5MB, you may attach via email reply. If none of these options for upload are working, please notify Veeam Support and an engineer will provide FTP credentials for the case. 

Below is an animation demonstrating how to upload logs to the Veeam Support FTP.​

Note: Please use the FTP account provided to you by the engineer for your case. When submitting logging data for analysis by request of an engineer, ensure that the case is replied to when the log submission has completed. In this reply, please include the names of any tasks and associated VMs with issues.




Note: SFTP is now supported when uploading to supportftp2, please place files in the \upload\ folder.