Collecting Log Information if the User Interface Will Not Launch

Summary:

In certain rare cases, the Carbonite Safe Server Backup user interface will not launch. This makes it difficult to troubleshoot issues because most of the support options for the program are contained within the user interface. In these cases, additional steps must be taken to collect the log files.

This article applies to:

Solution:

Collecting CSSB logs from the log collection tool

• In Windows 10 or Windows Server 2016 and newer, click the Start button and type collect logs in the search field that appears next to it, then click Collect Logs in the search results.
• In Windows 8/8.1 as well as Windows Server 2012 and 2012 R2, press the Windows Key + S on your keyboard to open the Search charm, then type collect logs and click Collect Logs in the search results.
• For Windows 7 and Windows Server 2008 R2 and prior: Click Start; All Programs; Carbonite; Carbonite Safe Server Backup; Collect Logs.

Note: Do not forget to update our customer care team after the log files have been uploaded. If you do not have a support case, please contact us to open one.

Collecting the Java Stack Trace

In some cases, additional information may be required. The user interface is based on Java, and it is possible to collect a Java stack trace. This information can be used to diagnose the problem that is preventing the Carbonite Safe Server Backup user interface from launching properly.

1. Click this link to download zcbconsole.bat.
2. Run this file by double-clicking it.
3. The Carbonite Safe Server Backup UI will attempt to launch.
4. Let it run for a couple of minutes.
5. Open the Windows Task Manager and end the javaw.exe process if it is running.
6. Locate a file named zcbconsole.log in the directory where you downloaded and ran zcbconsole.bat.
7. Send zcbconsole.log to our Customer Care Team.

Related Articles: