Carbonite Support > Collecting Log Files for Troub...

Collecting Log Files for Troubleshooting

  • This article is for Windows only

Summary:

If you experience an issue with our product, you can send us your log files from within the Carbonite Safe Server Backup user interface. Sending in your logs will help our customer care team troubleshoot your issue and provide a resolution to your problem.

Solution:

  1. Within the Carbonite Safe Server Backup (CSSB) user interface, click Help; Change Log Level.
Select Change Log Level
  1. Change the default log level from Error to Debug.
Change Log Level
  1. A Restart Background Service? window will appear, prompting you to click Yes or No to proceed.
  2. Click Yes to restart the background service.
Restarting Background Service
  1. A Background Service window will appear. Click OK to close the window.
Click OK

Note: Your default log level should now state Debug.

  1. Perform whatever action was failing (e.g. If a backup was failing, perform steps 1-5, then perform the backup and finally proceed to step 7.)
  2. To collect your log files, click Help; Send Logs within the CSSB user interface.
Send Logs
  1. A Send Logs Options window will appear, prompting you to enter your case ID or registered email address. After entering the required information, place a checkmark in the box next to Upload logs automatically. You will also have the option to check the box next to Open logs folder location in Windows Explorer. Click Continue to proceed.
Send Logs Options
  1. Carbonite Safe Server Backup will automatically start collecting your log files. This may take a few minutes.
Collecting Log Files
  1. Once the log collection process is complete and your logs have been successfully uploaded to Carbonite, you will be prompted to press any key on your keyboard to proceed. The log collection tool window will then close.
Upload Logs Success
  1. Make sure to return the Log Level back to the default of Error after the issue is resolved.
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