How to upload eDiscovery Platform system logs to Veritas support

Description

Below are methods & steps to upload the eDiscovery Platform system logs (in fact, any log files requested for a support case) to Veritas support:

1. In the eDiscovery User Interface, select "System"
2. Select "Logs"
    

From the Logs page, select the "Send Logs to Clearwell" tab and enter the following information:

1. Choose an Appliance (If standalone, then select the named appliance; if part of a cluster, select the appliance from which to send the logs).
2. Enter a name for the zip file (If a support case number has been assigned please enter this number. This should help the receiving Engineer to identify the log file. Please note that a timestamp is automatically appended to the name).
3. Select Current Appliance only (Select this check box to restrict the logging only the appliance that was selected. If this check box is not selected, log content from all appliances will be sent IF the chosen appliance is the master. This does not apply if the appliance is standalone appliance).
4. Select the date range of the log to be sent. (Clearwell will supply the logs from a date through current date. "All dates" option will include everything collected since the appliance started collecting logs. To specify a date range,  select "Since Specified Date" and then place an entry in "Since Date".  The option "Today" will include anything from midnight today (00:00) to be selected)
5. Select the method of sending the data to Veritas (PLEASE NOTE - Select to Generate a ZIP file when choosing the option. The direct upload to Veritas Clearwell via HTTPS or FTP is currently UNAVAILABLE).
6. Select whether to include Extra System Information (Select the check box to include additional information, such as windows system and application event logs and case information. This may be requested by a Veritas support engineer. Use of this option requires system communication and processing resources, consider deselecting this check box if system is overloaded).
7. Click Submit.

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The procedure below indicates the required process in order to upload the log files :

1. Navigate to System > Logs.
2. Use the Veritas support ticket number as the name of the logs.
3. Select "Generate ZIP file to send manually" from the "How to Send" dropdown.
4. Click Submit.
5. The pickup window will spin, and once the logs have been gathered, it will stop. Navigate to the pickup window, click the yellow button under status, look for a location similar to this:

D:\CW\V8X\scratch\uploader\esadb\

This file can then be sent by using any one of these methods:

• Upload directly to the Veritas support case via the Veritas Support Portal https://my.veritas.com/.
• Attached via an e-mail to an active case (not larger than 10MB)
• Via an Evidence Request link sent by the Support Team
• Via a link provided by your Technical Support Engineer