How to collect Backup Exec for Windows Servers log file information needed by Symantec Technical Support for troubleshooting purposes (using VxGather 1.2.2)
The Symantec Gather Utility (VxGather.exe) captures the most common diagnostic and historical files necessary for troubleshooting purposes. By default, the Symantec Gather Utility will find Windows Event Logs, Backup Exec Installation logs, Backup Exec internal application logs, and when present, the Symantec Gather Utility also executes Bediag.exe. VxGather saves the gathered data in a compressed file which can be extracted and analyzed by the user or the Symantec Technical Support team.
In February 2009, Symantec released an update to VxGather, version 1.2.2. The new version provides additional options to allow support to specify which agents or options need to be analyzed. If it has not already been done, please download and update VxGather to ensure the correct information is sent to the Symantec Support Team. VxGather 1.2.2 can be downloaded here: http://www.symantec.com/docs/TECH67255
To collect log file information for troubleshooting :
1. VxGather.exe can be found in the Backup Exec installation directory. Double-click VxGather.exe to start the program.
- Media server: C:\Program Files\Symantec\Backup Exec
- Remote server: C:\Program Files\Symantec\Backup Exec\RAWS
2. In the Symantec Gather Utility window, the Backup Exec Base Logs is checked by default. Do NOT uncheck this options as it contains critical system information for our Support Team. It is only necessary to check additional options if VxGather is run on a server with a Backup Exec Agent installed or if additional selections are requested by our Support Team. For example, when experiencing an error with the Exchange Agent on a remote server, run VxGather on both the Backup Exec and the Exchange servers. Select Backup Exec Base Logs (checked by default) when running VxGather on the media server and select the Backup Exec Exchange Agent logs on the remote Exchange server. A list of all the available selections can be found below.
- Backup Exec Active Directory agent logs
- Backup Exec Advanced Disk based Backup logs
- Backup Exec Advanced Open File Option logs
- Backup Exec Central Admin Server logs
- Backup Exec Cluster logs
- Backup Exec CPS logs
- Backup Exec DB2 Agent logs
- Backup Exec DLO logs
- Backup Exec Enterprise Vault Agent logs
- Backup Exec Exchange Agent logs
- Backup Exec IDR logs
- Backup Exec Install logs
- Backup Exec Deduplication Agent Logs
- Backup Exec logs
- Backup Exec Lotus Notes agent logs
- Backup Exec NDMP agent logs
- Backup Exec Oracle/SAP agent logs
- Backup Exec service crash logs
- Backup Exec SharePoint Portal agent logs
- Backup Exec SQL agent logs
3. Use the default Output root directory (required) or specify an alternate one by clicking on browse
4. Enter the case number with the dashes (example 123-456-789)
5. The Notes (optional) section displays the current version of VxGather you are running and some brief instructions about the console.
6. If there are additional files required to be added to the compressed file then click on add or browse
7. Click Gather
8. Click Yes on the prompt regarding executables
9. VxGather will execute Bediag.exe
10. After the VxGather collects all of the log file information, the option of viewing all of the data collected by the utility will show and to send the results via email or FTP. When attempting to send the information to the Symantec Technical Support team, please select the FTP option
11. Click Yes on the dialog box to continue uploading to the FTP
12. A progress bar will appear with the status of the upload
13. Once completed, click Close
NOTE: When uploading the information to the FTP for the Symantec Technical Support team, please send an email or make a comment on the case at https://mysupport.symantec.com/ to confirm the VxGather was sent. Without notification, the Symantec Technical Support Team will not know the information is ready and available for review.