Veeam Cloud Connect - Compiling Provider/Tenant Logs for Support Cases 

Infrastructure Information

Include the following information:

• Provider Name
• Tenant Name
• Job Type that is having issues
• Job Name that is having problems
• Tenant Public IP

*Please document the public IP of the Tenant Veeam Server connected to the cloud gateway. Having this information will help identify the connection in the Cloud Gateway logs. You can identify this by using a utility such as http://www.whatsmyip.org/

• For restores and replica failovers:
  Export a log bundle for the backup or replication job (as above) and manually collect logs from the following directories on the tenant's Veeam Backup server. (%ProgramData%\Veeam\Backup\)
  • Entire "CloudConnect" directory (if it exists)
  • Entire directory with the name of the VM that was restored or replicated

Option 2: Manual Log Collection

Providers with many tenants can use the built-in log collection tool but may find it produces a large (multi-GB) log bundle. As an alternate option, Providers may choose to manually collect logs using the following information:

Tip: It's best to save the collected information in a .zip file with an identifiable name, such as "<tenant_name>-ProviderLogs.zip"

Some listed files may not be present if they do not apply to your issue, but ensure you look at the correct server for each directory or filename. Some files will have several rotations, and the oldest files will be archived as .zip or .gz.

On Veeam Cloud Connect Server:

• Collect these files in the root of %ProgramData%\Veeam\Backup\
  • Svc.VeeamBackup* (filenames beginning with "Svc.VeeamBackup")
  • Zip files named "<date stamp>_Svc.VeeamBackup"
  • CloudAppliance*
  • RTS.ResourcesUsage.log
  • In rare cases, other files in this directory may be relevant, so including anything with a recent modification date is prudent.
• Collect the contents of these folders :
  • %ProgramData%\Veeam\Backup\Console\
    (if using a remote console, collect from that machine as well)
  • %ProgramData%\Veeam\Backup\CloudConnect\
  • %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
  • %ProgramData%\Veeam\Backup\CloudConnectService\
    (excluding subfolders for other tenants)
  • %programdata%\veeam\backup\Utils
  • %programdata%\veeam\backup\ResourceScan
  • %programdata%\veeam\backup\RegistryOptions

On Cloud Gateway Servers :

• Collect files matching this nomenclature:
  • %ProgramData%\Veeam\Backup\Svc.VeeamGateSvc*

WAN Accelerator (if applicable):

• Collect files matching this nomenclature:
  • %ProgramData%\Veeam\Backup\Svc.VeeamWANSvc*.log

Repository Servers (for backup and backup copy jobs) :

Check which server is listed as the Host for the Repository in the console (Backup Infrastructure > Backup Repositories).

• Windows Repository
  Collect the entire content of these folders:
  • %ProgramData%\Veeam\Backup\CloudConnectService\<tenant_name>\
  • %ProgramData%\Veeam\Backup\CloudConnectService\ (excluding subfolders for other tenants)
• Linux Repository
  Collect the entire content of these folders:
  • /var/log/VeeamBackup/CloudConnectService_<tenant_name>_* (may be multiple directories)
    

Note: Logs from Network Extension Appliances are automatically copied to their controlling Veeam Backup & Replication server, so in most cases, it is not necessary to gather logging from these appliances manually.