How To Submit ISBA Online Backup Client Logs For Support Help - ISBA Online Backup Provided by BackupRight

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	How To Submit ISBA Online Backup Client Logs For Support Help

Solution In order to help diagnose your backup problems our support team often need to analyze the ISBA Online Backup log files from your computer. There are two methods for getting this data to us.

Option 1: Create a new file backup set for the log directories and set it to not use encryption so that the support team can retrieve the files.

Step 1: Launch ISBA Online Backup and login to your account.

Step 2: Create a new file backup setup by clicking the top menu 'Backup Set' -> 'New' -> 'File Backup Set'. A wizard will appear to guide you through the next steps.

Step 3: Using the wizard, enter ‘Logs’ (without quotes) in to the 'Name:' field. This will allow our support team to easily identify your backup set. To proceed click 'Next'.

Step 4: On the 'Backup Source' screen, first uncheck the 'Standard' folder at the top. Next, expand your ‘C:\’ drive to show the contents.

Step 5: Locate your log files, our log files can be found in two directories. The first one is located in ‘C:\Program Files\ISBA Online Backup\’ and is the folder 'log', simply check the box next to this directory.

The second is located in your current user directory, typically in ‘C:\Documents and Settings\USERNAME\’ (Windows XP/2003) or ‘C:\Users\USERNAME\’ (Windows Vista). Once you have found the user home folder, expand the folder named '.obm' and check the box next to the 'log' directory. Once this has been completed click 'Next'.

Step 6: On the 'Backup Schedule' screen simply hit next. The reason is that you will be running the backup manually after the new backup set has been created and the schedule is not critical.

Step 7: On the 'Encryption Setting' screen select the 'Custom' option. Next, check the box next to 'Do NOT use encryption.', and click ‘Next’.

Step 8: Click the 'Finish' button to complete the setup.

Step 9: Once back to the ISBA Online Backup client select the new ‘Logs’ backup set from the left hand menu.

Step 10: Click the 'Start Backup' button from the top menu to begin the backup process.

Option 2: Create a .zip file with the log files from two directories used by BackupRight.
*Note: This step requires the use of an application which can create .zip files. If you do not already have one, we strong suggest using Option 1 above.

Step 1: Create a .zip file of the following two directories: ‘C:\Documents and Settings\USERNAME\.obm\log’ & ‘C:\Program Files\ISBA Online Backup\log’.

Step 2: Visit the BackupRight support website and submit a new trouble ticket and upload the .zip along with the ticket.

If you have any problems with these steps please contact the support team.

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21 Dec 2006 01:06 AM

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