How to Collect the Diagnostic Information

Diagnostic information is a collection of logs, events, registry, and application information of the product and system that Arcserve Support team requires to investigate any error. Arcserve UDP lets you collect all such information at one location, typically a network share path. When you contact Arcserve Support, you have these information readily available. You can collect the diagnostic data for Windows, Linux, VMware, and Hyper-V machines.

Note: For Linux backup servers, the Collect Diagnostic Data option is available only from the <Site_name> Sources: Linux Backup Server Groups view.

Follow these steps:

1. Navigate to Protect > Sources.
2. From the Action drop-down list of a source, click Collect Diagnostic Information.
3. The Diagnostic Information Collection dialog opens.
3. (Optional) Select the Collect Windows Event Logs: Information Level check box.
4. For Destination Folder, specify the network path to store data in the following format, and then click Browse to navigate to the location where the destination folder is saved:
5. \\Hostname\
6. The Connect dialog appears.
5. On the Connect dialog, type the username and password of the provided hostname, and then click OK.
6. The Browse dialog appears.
6. Select the existing folder or create a new folder as needed, and then click Select.
7. Notes:
• When collecting the diagnostic information for a remote site, you have to provide the destination as the gateway server or any other machine that can access the agent or RPS in that site.
• If you want to specify the local path as the destination, then convert the local path to the UNC path and provide the UNC path. For example, C:\test can be specified as \\<LocalmachineName>\C$\test.
• For host-based agentless backup (VMs), the Collect Diagnostic Data gathers data from the Arcserve UDP proxy server.
• Collect Diagnostic Data gathers data from the machines that have the Arcserve UDP agent installed.
7. Click Submit.
8. A job is submitted to collect the data.

On successful completion of the job, you will see the data in the shared folder. The name of the zip file is suffixed with the current timestamp.