Send logs to support

Updated

Overview

When troubleshooting an issue in your Incydr environment, a Technical Support Engineer may request a copy of the logs or other diagnostic material from your Incydr agent. This article provides instructions for you to send these resources to our Technical Support Engineer team.

Considerations

  • We recommend using an HTML5-compliant browser to upload resources, such as:
    • Mozilla Firefox
    • Google Chrome
    • Safari
    • Microsoft Edge
  • Resources that you upload to Incydr are stored securely in our data centers and accessible only to our Technical Support Engineers. For more information about Incydr's security practices for support, contact our Technical Support Engineers.

Send agent logs

Insider risk agent

Step 1: Gather insider risk agent logs

On the device, collect the insider risk agent logs.

If you do not have physical access to the device, see the alternative method below to collect the logs remotely using the Incydr console.

Collect logs on the device's file system
  1. Navigate to the logs directory.
  2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
  3. Name the zip file you create using this format:
  4. <your organization name>_logs_<your ticket number>.zip
Alternative method: Gather insider risk agent logs remotely

If the insider risk agent can contact the Incydr cloud, retrieve the logs directly from the Incydr console. This option is useful when you cannot physically access the device. For more information, see Retrieve device logs from the Incydr console.

  1. Sign in to the Incydr console.
  2. Go to Administration > Environment > Agents.
  3. Select the device containing the logs.
  4. Select Actions > Retrieve agent logs.
  5. On the Agent logs request history dialog:
    1. Click Retrieve agent logs.
    2. In the Retrieve log: Email notification dialog, select Yes and enter an email address to receive an email notification, or select No.
    3. Click Apply.
      Retrieving... displays under the Logs URL column of the table. (If the device is offline, Retrieving... displays until the device is online.) When the logs are available, a Download logs link displays. 
    4. Click the Download logs link. 
      The logs are downloaded in a ZIP file. 

Step 2: Send insider risk agent logs to Incydr

You can send files in one of the following ways:

Attach files to email

After you have the zip file containing your logs, attach the zip file to an email to your Technical Support Engineer. The steps for attaching logs to an email vary. Commonly-used email providers include:

Your email provider may limit the size of your attachments. If you cannot attach your logs to an email, use an alternative method of sending logs.

Attach files to your ticket
  1. Open a new ticket or update an existing ticket with our Technical Support Engineers.
  2. Complete the form with a detailed description of your issue​.
  3. In the Attachment(s) section, click Attach file.
  4. Navigate to and select the zipped log files you just created.​
    Total attachment size is limited to 20 MB per message or response.
  5. Click Submit.
Use a link from your Technical Support Engineer

You can upload up to 100GB of data when using a link from your Technical Support Engineer.

  1. Navigate to the link provided by your Technical Support Engineer.
  2. Add the requested files using one of these options:
    • Drag and drop the files from a file manager.
    • Click Browse files to select files from your file system.
  3. Click Upload.
    Progress is displayed as each file is uploaded and a success message appears when the upload is finished.

Backup agent

Step 1: Gather agent logs

On the device, collect the agent logs.

If you do not have physical access to the device, see the alternative method below to collect the logs remotely using the Incydr console.

Choose one of these options to collect logs from the device.

Option A: Use a manual command in the agent
  1. On the device, open the backup agent.
  2. Open the CLI interface for manual commands. Enter the keyboard shortcut for your operating system.
    • Windows: Ctrl+Shift+C
    • Mac: Option+Command+C
    • Linux: Ctrl+Shift+C
  3. Enter this command:
    getlogs
  4. Press Enter.
    The backup agent compiles the logs and displays the location of the compressed archive. You may need to scroll left or right to see the entire file path.
    Example: /Library/Logs/CrashPlan/cl_910394196470909434_c02r2d2qfv_2020_0610_1619.zip
  5. Navigate to the location of compressed archive and then follow the steps below to send the logs to support.
Option B: Collect logs on the device's file system
  1. Collect the service logs.
    1. Navigate to the service log directory:
      • Windows: C:\ProgramData\CrashPlan\log
        To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
      • Mac: /Library/Logs/CrashPlan
        If you installed per user, see the file and folder hierarchy.
      • Linux: /usr/local/crashplan/log
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
    3. Name the zip file you create using this format:
      <your organization name>_servicelogs_<your ticket number>.zip
  2. (Optional) Collect the UI logs.
    The UI log is optional. Include it only if requested by a Technical Support Engineer.
    1. Navigate to the agent UI log directory:
      • Windows: C:\Users\<USERNAME>\AppData\Local\CrashPlan\log
        To view this hidden folder, open a file browser and paste the path in the address bar. If you installed per user, see the file and folder hierarchy.
      • Mac: ~/Library/Logs/CrashPlan
        To view this hidden folder, open the Finder, press Command-Shift-G, and paste the path.
      • Linux: ~/.code42/logs 
    2. Compress the entire log directory into one of these preferred formats: zip, gz, tgz, or tar.gz.
    3. Name the zip file you create using the format:
      <your organization name>_UIlogs_<your ticket number>.zip
Alternative method: Gather agent logs remotely

If the backup agent can contact the Incydr cloud, retrieve the logs directly from the Incydr console. This option is useful when you cannot physically access the device. For more information, see Retrieve device logs from the Incydr console.

  1. Sign in to the Incydr console.
  2. Go to Administration > Environment > Agents.
  3. Select the device containing the logs.
  4. From the action menu, select Retrieve Logs.
  5. On the Agent logs request history dialog:
    1. Click Retrieve agent logs.
    2. In the Retrieve log: Email notification dialog, select Yes and enter an email address to receive an email notification, or select No.
    3. Click Apply.
      Retrieving... displays under the Logs URL column of the table. (If the device is offline, Retrieving... displays until the device is online.) When the logs are available, a Download logs link displays. 
    4. Click the Download logs link. 
      The logs are downloaded in a ZIP file. 

Follow the steps below to send the logs to support.

Step 2: Send agent logs to support

You can send files in one of the following ways:

Attach files to email

After you have the zip file containing your logs, attach the zip file to an email to your Technical Support Engineer. The steps for attaching logs to an email vary. Commonly-used email providers include:

Your email provider may limit the size of your attachments. If you cannot attach your logs to an email, use an alternative method of sending logs.

Attach files to your ticket
  1. Open a new ticket or update an existing ticket with our Technical Support Engineers​.
  2. Complete the form with a detailed description of your issue​.
  3. In the Attachment(s) section, click Attach file.
  4. Navigate to and select the zipped log files you just created.​
    Total attachment size is limited to 20 MB per message or response.
  5. Click Submit.
Use a link from your Technical Support Engineer

You can upload up to 100GB of data when using a link from your Technical Support Engineer.

  1. Navigate to the link provided by your Technical Support Engineer.
  2. Add the requested files using one of these options:
    • Drag and drop the files from a file manager.
    • Click Browse files to select files from your file system.
  3. Click Upload.
    Progress is displayed as each file is uploaded and a success message appears when the upload is finished.

Send a HAR file

To troubleshoot issues with the Incydr console, our Technical Support Engineers may request you capture and send a HAR file.

For details about how to create a HAR file from your browser, see Zendesk's tutorial for capturing relevant network details while you reproduce the issue.

For additional details, you can also reference the developer tool documentation for your web browser:

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