How to collect Backup Exec for Windows Servers log file information needed by Symantec Technical Support for troubleshooting purposes (Original VxGather)

Article:TECH83408  |  Created: 2009-01-29  |  Updated: 2013-08-26  |  Article URL http://www.symantec.com/docs/TECH83408
Article Type
Technical Solution

Product(s)

Issue



How to collect Backup Exec for Windows Servers log file information needed by Symantec Technical Support for troubleshooting purposes (Original VxGather)


Solution




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. These files can then be used either by Symantec Technical support to resolve the issue more quickly.

When troubleshooting an issue with Backup Exec, it may be necessary to review diagnostic logs from the media server. The Symantec 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.

NOTE :
Symantec Backup exec version 12.0 and above has a additional option of Crash Dumps, ( Only recommended to be selected in cases of advanced troubleshooting scenarios i.e:   memory leak / driver or resource conflict issues.  Crash Dumps may increase the log file size )

To collect log file information for troubleshooting :
 
1. From the Backup Exec installation directory \Program Files\Symantec\Backup Exec, double-click VxGather.exe  ( Figure 1)
 
Figure 1
 
 
 
2. Check all of the boxes in the Data to gather except Crash dumps (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 with the dashes (example 123-456-789).(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.Click Yes on the prompt (as seen in Figure 7)

Figure 7
   

VxGather will execute Bediag.exe (as seen in Figure 8)

Figure 8
   

8. After the Symantec Gather Utility collects all of the log file information, you will have the option of viewing all of the data collected by the utility and sending the results via email or FTP.  Click on view results to open the folder containing logs.(as seen in Figure 9)

Figure 9
 
 

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 10)

Figure 10
 




 



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285911


Article URL http://www.symantec.com/docs/TECH83408


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