Troubleshooting

This chapter contains a step-by-step instructions on how to:

• Report a Problem
• Gathering Detailed Logs
• Creating Dump File
• Email Notifications Not Delivered
• Contact support to report logging-in issues

Report a Problem

1. Open Computers page to report a problem on the computer

2. Find the required computer in the list, expand actions and select Report a Problem.

3. Proceed with the form to describe the issue.

Attach the logs.

• In case you select Send Logs to support your logs will be attached to the reported case. Being a Provider, you can request from the support team that all reports from your subadmins will be send directly to you, and then you can manage the case.
• In case of you select Send logs to email, you can add one or multiple recipients to receive this report.
• To send only logs created by specific agents, select the agents.
• Describe the problem in Problem description
• Provide the support case number in case the support case is already created to attach the logs to the support case.

4. Click Report to send the information.

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Gathering Detailed Logs

Low level logs might not contain all information required to resolve the issue. In these cases, it might be necessary to troubleshoot with more detailed logs. In this case MSP360 Support Team representative can ask you to send logs with High/Debug log level.

Change Logging Level in Management Console

This method is intended for providers only.

1. In the Management Console, select Computers or Backup > Computers tab (Or Computers > Remote Management tab if you are using the classic user experience).

2. Expand action menu (three dots) next to the computer you want to change logging level for, then select Edit > Edit Options.

3. Open Logging tab, then select logging level

Available settings depend on the operating system of the computer

Change Logging level with Backup Agent for Windows

Using Backup Agent GUI

1. Open Managed Backup Agent.
2. Click Tools > Options.

3. Select Logging tab.
4. Change logging level.

Linux and macOS

Using Backup Agent GUI

1. Open Managed Backup Agent.
2. Click Settings.

3. Select Advanced tab.
4. Change logging level under Logging > Mode.

Change Logging level Using Command Line Interface

You can use these commands in Terminal to change the logging level. Note that commands vary depending on the system you use (Linux/MacOS), product version and product name. You also need to specify whether you need high or debug level logs using the parameter High or Debug.

For Linux "/opt/local/Online Backup/bin/cbb" option -set logging -mode High You might need to change Online Backup to the name of your Backup package.

For macOS: "/Applications/Online Backup.app/Contents/MacOS/cbb" option -set logging -mode High You might need to change Online Backup to the name of your Backup package.

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Creating Dump File

Please follow steps below to create and send dump files:

1. Encounter (or reproduce, if necessary) the issue with backup (or restore) plan freezing. This is critical to create a dump file right at the moment you are experiencing the issue.

2. Start Windows Task Manager. To do this, use one of the following methods:

• Right-click an empty area of the taskbar, and then click Task Manager.
• Press CTRL+SHIFT+ESC.

3. Switch to Details tab, and then find the name of the process you need.

In most cases, name of the process contains the name of a program you are using. CloudBerry Backup starts processes named CBBackupPlan.exe for each running backup plan task. And if a plan backup freezes, it could be useful to investigate a pair of dump files for the appropriate CBBackupPlan.exe process.

4. Right-click on the required CBBackupPlan.exe process and click Create Dump File:

The dumping process can take some time to generate a file. Once it's completed you will see a pop-up window with the path to a generated dump file.

5. After waiting for 3-5 minutes, repeat step 4 again, thus creating a second process dump.

6. After the dump files are created, open Windows Explorer and navigate to the folder specified in the Dumping Process dialog in order to access the resulting (".dmp") files:

By default, Windows operating system stores created dump files in "C:\Users{UserName}\AppData\Local\Temp" folder.

7. Compress the created ".dmp" files as ".zip" or ".rar" archive, and send it to us  , or provide it in a support case where the dumps were requested for invesitagive purposes.

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Email Notifications Not Delivered

In case Managed Backup is unable to deliver notification email to one of specified email recipients, the following banner appears in the Management Console:

Click Details to see the affected email addresses. You can unblock them in case you adjusted the email service settings.

To adjust the email service settings, navigate to Settings > Email Service. Refer to Email Service for instructions on how to configure the email service settings.

To receive complete information on the issue for every email address, click logs page to see all notification errors.

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Contact Support to Report Logging-In Issues

In case you encounter any access issues,you can send a support request to the support team. I

• Issues when you try to recover your password

• Issues while trying to use a 2FA Verification code

• Issues while trying to use a saved Recovery code or do not have a Recovery code

Click the Access issues? Contact the support team link to create and then submit your support request

Complete the form and add your contact infoemation. Click Send request

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