Challenge
Given the additional complexity of Cloud Connect compared with standalone installations of Backup & Replication, additional logging and information is needed to expedite cases with our Cloud Connect teams whenever feasible. All information should be obtained whether you are submitting an issue as a Veeam Cloud Connect Tenant or a Veeam Cloud Connect Provider.
Solution
Necessary Infrastructure Information
If not already included in case submission:
- Provider Name:
- Tenant Name:
- Job Type that is having issues:
- Job Name that is having issues:
- Tenant Public IP:
You can identify this by using a utility such as http://www.whatsmyip.org/
Tenant Logging
If not already included in case submission:
Please reproduce the error (if applicable), collect and submit tenant logs for the job as you would any standard Backup & Replication case using the instructions below:
https://www.veeam.com/kb1832
Collecting Logs from Tenant Environment
For failing jobs:
Export logs for the job (backup, backup copy, or replication) that is having an issue.
![User-added image]()
For restores and replica failovers:Export a log bundle for the backup or replication job (as above), and then manually collect the following directories from the Veeam Backup server.
Starting in %ProgramData%\Veeam\Backup\:
- Entire directory "CloudConnect" (if it exists)
- Entire directory with the name of the VM that was backed up or replicated
Service Provider Logging
If not already included in case submission:
After reproducing the error (if applicable), collect and submit provider logs for the job using the instructions below:
Collecting Logs from Service Provider EnvironmentFor providers with newly-configured infrastructure, or a small number of clients, use the built-in log generator tool to gather logs from all managed servers related to the issue. It is important to gather logs from cloud gateways, repositories, and other relevant infrastructure in addition to the backup server.
Please make sure to specify the component logs for all servers and specify only the last 2-3 days.
Providers with a larger number of clients can use this tool, but it will produce a large (multi-GB) log bundle. To avoid this, see “Advanced Service Provider Location”, below.
Advanced Service Provider Location
Some files listed may not be present if they are not applicable to your issue, but make sure you are looking at the correct server for each different directory or filename. Some files will have several rotations, with the oldest files archived to .zip or .gz.
Veeam Backup and Replication Server:
Collect these files in the root of %ProgramData%\Veeam\Backup\:
- Svc.VeeamBackup* (filenames beginning with “Svc.VeeamBackup”)
- Zip files named "<date stamp>_Svc.VeeamBackup"
- CloudAppliance*
- In rare cases, other files in this directory may be relevant, so it is prudent to include anything with a recent modified date.
Collect the contents of these folders:
- %ProgramData%\Veeam\Backup\Console\ (if using remote console, collect from that machine as well)
- %ProgramData%\Veeam\Backup\CloudConnect\
- %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
- %ProgramData%\Veeam\Backup\CloudConnectService\ (excluding subfolders for other tenants)
Cloud Gateway Servers:
- %ProgramData%\Veeam\Backup\Svc.VeeamGateSvc*
- %ProgramData%\Veeam\Backup\Svc.VeeamWANSvc*.log
Check which server is listed as the Host for the Repository in the console: Backup Infrastructure > Backup Repositories. Collect the entire content of these folders:
Windows:
- %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
- %ProgramData%\Veeam\Backup\CloudConnectService\ (excluding subfolders for other tenants)
Linux:
- /var/log/VeeamBackup/CloudConnectService_<tenant_name>_* (may be multiple directories)
More Information
Logs from the Network Extension Appliances are automatically copied to their controlling Veeam Backup & Replication server, so in most cases it is not necessary to gather logging from these appliances manually.Be sure to alert your engineer if you have issues with being able to contact your provider or obtain this logging in any way so we can assist