How to collect DLO Server\Desktop log file information needed by Technical Support for troubleshooting purposes

How to collect DLO Server\Desktop log file information needed by Technical Support for troubleshooting purposes

Article: 100009766
Last Published: 2021-10-26
Ratings: 1 0
Product(s): Desktop Laptop Option

Description

The DLO Gather Utility (DlogatherUx64.exe and DLOGatherUx86.exe) captures the most common diagnostic and historical files necessary for troubleshooting purposes. By default the DLO Gather Utility will find Windows Environment Logs, DLO Installation logs, DLO application logs, DLO Dedup Logs. Also it has the capability to gather DLO Database files as and when required. These files can then be used by Technical support to resolve the issue more quickly.
 
Both x64 and x32 bit versions of DLO Gather is available. The dlogather utility can be run on the server as well as desktops/laptops.

When troubleshooting an issue with DLO, it may be necessary to review diagnostic logs from the media server. The DLO Gather Utility simplifies this process by creating and compiling a compressed file (CAB) that includes various system log files that can be sent to technical support.

To collect log file information for troubleshooting :
 
1. From the DLO installation directory \Program Files\Veritas\Veritas DLO, double-click DLOGatherUx64.exe or \Program Files (x86)\Veritas\Veritas DLO, DLOGatherUx86.exe based on the Operating System architecture. (Figure 1)
 
(Figure 1)

2. Check all of the boxes in the Data to gather except DLO Database File (as seen in Figure 2) unless instructed to do so by Technical Support.

(Figure 2)

3. Use the default Output root directory (required) or specify an alternate one by clicking on browse.(as seen in Figure 3)

(Figure 3)

4. Enter the case number (example 01234567).(as seen in Figure 4)

(Figure 4)

5. If there are additional files required to be added to the compressed file then click on add or browse.(as seen in Figure 5 )

(Figure 5)

6. Click Gather.(as seen in Figure 6)

(Figure 6)

7. Dlogather will execute (as seen in Figure 7)

(Figure 7)

8. After the DLOgather Utility collects all of the log file information, you will have the option of viewing all of the data collected by the utility . Click on view results to open the folder containing logs.(as seen in Figure 8)

(Figure 8)

The files gathered contain detailed information regarding installation, diagnostics, and error reporting. Reviewing these logs prior to contacting technical support can reveal the source of the issue. If the solution is not evident based on the gathered logs, please have these logs available when contacting Technical support. The support technician may request an email containing the log files. (as seen in Figure 9)

(Figure 9)

 

Mac clients store their logs here:

/users/userName/.Applications/veritas/DLO/.setting 

 

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