How to gather the diagnostic log files for Backup Exec System Recovery or Symantec System Recovery from within Windows

Article:TECH54539  |  Created: 2007-01-07  |  Updated: 2013-10-27  |  Article URL http://www.symantec.com/docs/TECH54539
Article Type
Technical Solution

Product(s)

Subject

Issue



How to gather the diagnostic log files for Backup Exec System Recovery or Symantec System Recovery  from within Windows


Solution



In the troubleshooting process of certain issues log files may be requested. Below are steps in the generation of this diagnostic log report.
Typically, running of the utility used to gather these logs will not upset most normal business activities on the system being investigated.

NOTE: The utility used to gather the needed log files needs to be executed locally on the agent system exhibiting the issue (e.g. Not through a remote desktop or terminal services session) and, unless directed, not on its managing console system.

The types of information gathered depends upon the version of the utility used but limited to the following:

 - Windows event log files; (i.e. *.evt).
 - Product specific job/history/console logs; (i.e. *log.txt, *.pqh, *.pqj, *.policy, *.ffh).
 - Product specific debug files; (i.e. *.dbg).
 - Symantec LiveUpdate logs.
 - BESR Installation log files; (i.e. *.log).
 - E-mail notification settings; (i.e. *.notify.xml)
 - Product specific configuration settings and events; (i.e. *.xml, *.ini)
 - Disk partition information (partinfo.txt)
 - Disk detection and enumeration information (Smedump.txt)
 - Microsoft System information file (MSINFO32.nfo)
 - Network configuration information (ipconfig.txt, Hosts file, Services file)

Please discuss any questions about the items gathered with a Symantec technical support agent assigned to your case.


To gather the Backup Exec System Recovery log files
 
      For Symantec System Recovery 2011 and 2013:
 
1. In Windows Explorer browse to the location where Symantec System Recovery is installed.
 
NOTE: By default this will be:
    C:\Program Files\Symantec\Symantec System Recovery\Utility.
 
2. Explore to the Utility folder.
3. Run SupportGather.exe.
4. Note the folder path in the field, 'Output root directory (required)'
5. Enter in the case number; the case number is the one assigned to you at the time a support call is made, or often can be found in the subject line of an e-mail message sent by a Symantec Technical Support agent assigned to the case where these logs are requested.
 
6. Click Yes if prompted with the message, 'One or more executables may run as a results of proceeding.'
 
7. After running the SupportGather.exe, with the default options selected or those specified by the Symantec technical support agent assigned to the case, find the \<Case number>\ folder that was created and email/FTP the .cab file for review.
 
For Backup Exec System Recovery 8.5 and 2010:

         1. In Windows Explorer browse to the location where Backup Exec System Recovery is installed.
 
NOTE: By default this will be:
    C:\Program Files\Symantec\Backup Exec System Recovery\Utility.
 
2. Explore to the Utility folder.
3. Run SupportGather.exe.
4. Note the folder path in the field, 'Output root directory (required)'
5. Enter in the case number; the case number is the one assigned to you at the time a support call is made, or often can be found in the subject line of an e-mail message sent by a Symantec Technical Support agent assigned to the case where these logs are requested.
 
6. Click Yes if prompted with the message, 'One or more executables may run as a results of proceeding.'
 
7. After running the SupportGather.exe, with the default options selected or those specified by the Symantec technical support agent assigned to the case, find the \<Case number>\ folder that was created and email/FTP the .cab file for review.
 
For Backup Exec System Recovery 8.0: 
 
1. In Windows Explorer browse to the location where Backup Exec System Recovery is installed.
 
NOTE: By default this will be:
     C:\Program Files\Symantec\Backup Exec System Recovery\Utility.
 
2. Explore to the Utility folder.
3. Run the application SeaST.exe.
4. Select the option Gather Technical Support Information.
5. Note the folder path in the field, 'Output root directory (required)'
 
6. Enter in the case number; the case number is the one assigned to you at the time a support call is made, or often can be found in the subject line of an e-mail message sent by a Symantec Technical Support agent assigned to the case where these logs are requested.
 
7. Click Yes if prompted with the message, 'One or more executables may run as a results of proceeding.'
 
8. After running the SeaST Tool, with the default options selected or those specified by the Symantec technical support agent assigned to the case, find the \<Case number>\ folder that was created.
 
NOTE: Recall the location used in step 5 above.  Default locations for log file :
Windows 2k/2k3/XP
C:\Documents and Settings\<username>\Local settings\Temp\<case_number>_<machine_name>.cab
Windows Vista
C:\program data\Symantec\Backup Exec System Recovery\<case_number>_<machine_name>.cab

 
For Backup Exec System Recovery 7.0x:
 
1. Open Windows Explorer and navigate to:
     Program Files\Symantec\Backup Exec System Recovery\Utility
2. Double click on SeaST.exe
3. Choose "Gather Technical Support Information" from the menu.
4. Choose "OK" to allow the utility to run.
5. Once it finishes, close the dialog screen and the SeaST tool.
6. Go to Documents and Settings\All Users\Application Data\Symantec\Backup Exec System Recovery
a. For Vista operating systems, the Support folder can also be found at:
     Program Data\Symantec\Backup Exec System Recovery
7. Zip up and send in the Support folder

 
For Backup Exec System Recovery 6.5:
 
1. Open Windows Explorer and navigate to:
     Program Files\Symantec\Backup Exec System Recovery\Utility
2. Double click on SeaST.exe
3. Choose "Gather Technical Support Information" from the menu.
4. Choose "OK" to allow the utility to run.
5. Once it finishes, close the dialog screen and the SeaST tool.
6. Go to Program Files\Symantec\Backup Exec System Recovery
7. Zip up and send in the Support folder.
 



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292799


Article URL http://www.symantec.com/docs/TECH54539


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