How to collect and submit logs for Veeam ONE

Challenge

In some cases, logs are requested by Veeam Support to help diagnose issues.

Cause

Follow the steps below to collect and upload the log files for further analysis.

Solution

Export Logs

1. In the Veeam ONE Monitor console navigate to [Options]>[Server Settings]>[Other Settings]>[Launch Support Utility]
   
   or
   
   Run C:\Program Files\Common Files\Veeam\Veeam ONE Settings\VeeamOneSettings.exe
2. In the lower left corner click Export Logs 
3. You will be prompted to select a location to export the logs to. (Exporting logs may take a while.)

Attach Logs to Support Case

Attach the generated log bundle to your case.

Note: If the total attachment size is under 3.5MB, you will be able to attach it to your e-mail reply.

Upload Logs to Veeam Support FTP

If none of these options are working, or you would prefer to upload logs via FTP, please notify Veeam Support and an engineer will provide FTP credentials for the case.

Critical Note: You must notify the Veeam Support Engineer when the logs have been uploaded.

Note: Internet Explorer, Firefox, or any other browser will not work for the FTP upload.

1. Open Windows\File Explorer.
   
2. Paste URL with credentials.
   
3. Drag and Drop the Zipped folder or individual logs into the browser.
   
4. Once completed, update your existing support case to inform us that the logs have been successfully uploaded to ensure the quickest review and response.

More Information

Below are the relative log path lists for Veeam ONE. If there are difficulties compiling the logs via the Veeam ONE support tool, you can gather the files from the appropriate directories below and provide Veeam Support a .zip file copy.

For versions: 7.x, 8.x, 9.x:

• Veeam ONE Monitor Service logs
  C:\Users\<USER>\AppData\Local\Veeam\Veeam ONE Monitor\
   
• Veeam ONE Reporter Service logs
  C:\Users\<USER>\AppData\Local\Veeam\Veeam ONE\
   
• Veeam Reporter Web logs
  %ProgramFiles%\Veeam\Veeam ONE\Veeam ONE Reporter Web\Veeam\Veeam ONE Reporter\
   
• Veeam Business View Web logs
  %ProgramFiles%\Veeam\Veeam ONE\Veeam ONE Business View Web\Generated\
   
• Veeam ONE Settings Utility
  C:\Users\<USER>\AppData\Local\Veeam\VeeamOneSettings\

For version 9.5 and later:

• Veeam ONE Monitor service logs
  %ProgramData%\Veeam\Veeam ONE Monitor\Logs\
   
• Veeam ONE Reporter Service logs
  %ProgramData%\Veeam\Veeam ONE\
   
• Veeam Reporter Web logs
  %ProgramFiles%\Veeam\Veeam ONE\Veeam ONE Reporter Web\Veeam\Veeam ONE Reporter\
   
• Veeam Business View Web logs
  %ProgramFiles% \Veeam\Veeam ONE\Veeam ONE Business View Web\Generated\
   
• Veeam ONE Settings Utility
  %ProgramData%\Veeam\VeeamOneSettings\

Please note that information provided to Veeam for purposes of customer support may be considered protected under certain data protection regulations and/or internal company policies. A list of potentially sensitive data types is available in the following KB article. Veeam will only utilize this information for the specific purpose of providing customer support to you and will protect the information in accordance with its privacy policy. In any event, the information provided will be securely deleted after 45 inactive days as of the last upload to the FTP. If you would like it deleted sooner, please express this request directly to your support contact once the issue has been resolved.

If you have any questions, contact Veeam Support.