How to collect Backup Exec for Windows Servers log file information needed by Symantec Technical Support for troubleshooting purposes (using VxGather 1.2)

Article:TECH87254  |  Created: 2009-01-09  |  Updated: 2012-06-18  |  Article URL http://www.symantec.com/docs/TECH87254
Article Type
Technical Solution

Product(s)

Environment

Issue



How to collect Backup Exec for Windows Servers log file information needed by Symantec Technical Support for troubleshooting purposes (using VxGather 1.2)


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. 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 October 2008, Symantec released an update to VxGather, version 1.2.  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 can be downloaded here:   http://www.symantec.com/docs/TECH63785  

To collect log file information for troubleshooting :
1. VxGather.exe can be found in the Backup Exec installation directory (C:\Program Files\Symantec\Backup Exec).  Double-click VxGather.exe to start the program.
 
 
Or
On the Tools menu, click Support Utilities > Run the Gather Utility to collect logs and crash dumps. (Only for BE 12.5 and BE 2010)
 
 


2. In the Symantec Gather Utility window, select Backup Exec Logs (unless VxGather is run on a server with a Backup Exec Agent Option or a request was made for certain selections from support.  For example, when experiencing an error with the Exchange Agent on a remote server, select Backup Exec Logs while running the VxGather on the media server and Backup Exec Exchange Agent logs on the remote Exchange server.) Below the picture is a list of all the available selections.
 

    -  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 hardware Troubleshooting logs
    -  Backup Exec IDR logs
    -  Backup Exec Install 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. If there are additional files required to be added to the compressed file then click on add or browse
 

6. Click Gather
 

7. Click Yes on the prompt
 

8. VxGather will execute Bediag.exe
 

9. 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
 

10. Click Yes on the dialog box to continue
 

11. A progress bar will appear with the status of the upload
 
 

12. 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.
 




 



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Article URL http://www.symantec.com/docs/TECH87254


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