How to Collect Logs for Mozy by Dell

How to Collect Logs for Mozy by Dell


It may be necessary to collect logs to troubleshoot Mozy by Dell backup and/or sync clients.


Affected Products:

Mozy by Dell

Affected Platforms:

Windows
Mac




Note: Click on the appropriate operating system platform for relevant log collection steps.

The log collection process varies between the Windows Mozy backup and sync client. Click on the appropriate Windows client for more information.

By default, the backup client logs are not available automatically. On Windows, Mozy by Dell backup client logs can be collected through:

  • The Mozy System Tray User Interface (UI)
  • The Command Line Interface (CLI)

Click on the preferred collection process for detailed steps.

To collect backup client logs via UI:

  1. Log into the Windows system experiencing issues.
  2. In the Windows System Tray, hold down the shift key while right-clicking the Mozy icon. This action provides additional menu options for troubleshooting.
  3. Select Collect log files for Mozy Support.

  1. In the UI pop-up, select the destination to save the log collection bundle. Once chosen, press OK to start the log collection process.

Note: The log collection process may take several minutes based on system resource availability.
  1. DDPCBsupport_[DateStamp]_[TimeStamp].zip will be created based on the destination chosen in step 4. Double click DDPCBsupport_[DateStamp]_[TimeStamp].zip to gain access to Mozy by Dell backup client logs.
Note:
  • [DateStamp] = Date of log collection
  • [TimeStamp] = Time of log collection

To collect backup client logs via CLI:

  1. Log into the Windows system experiencing issues.
  2. Right-click the Windows Start Menu and select Run.

  1. In the Run UI, type CMD and then press OK.

  1. In the command line interface (CLI), type cd "C:\Program Files\MozyBackup" and then press Enter. This command will change your directory path to the Mozy installation location.

Note: The MozyBackup location may differ if another destination was chosen during installation.
  1. Type DDPCBbackup.exe /collectlog %userprofile%\desktop and then press Enter. This command will start the log collection process and output the logs to the current user's desktop.

Note: The log collection process may take several minutes based on system resource availability.
  1. DDPCBsupport_[DateStamp]_[TimeStamp].zip will be created on the current user’s desktop. Double click DDPCBsupport_[DateStamp]_[TimeStamp].zip to gain access to Mozy by Dell backup client logs.
Note:
  • [DateStamp] = Date of log collection
  • [TimeStamp] = Time of log collection

On Windows, Mozy by Dell sync client logs can be collected:

  • Through the Mozy System Tray User Interface (UI)
  • Manually

Click on the preferred collection process for detailed steps.

To collect sync client logs via UI:

  1. Log into the Windows system experiencing issues.
  2. In the Windows System Tray, right-click the Mozy sync client icon, select Help, and then click Collect Log Files.

  1. In the UI pop-up, select the destination to save the log collection bundle. Once chosen, press OK to start the log collection process.

Note: The log collection process may take several minutes based on system resource availability.
  1. Mozysync_[DateStamp]_[TimeStamp].zip will be created based at the destination chosen in step 3. Double click Mozysync_[DateStamp]_[TimeStamp].zip to gain access to Mozy by Dell sync logs.
Note:
  • [DateStamp] = Date of log collection
  • [TimeStamp] = Time of log collection

To collect sync client log manually:

  1. Log into the Windows system experiencing issues.
  2. Right-click the Windows Start Menu and select Run.

  1. In the Run UI, type %userprofile%\appdata\local\mozysync and then press OK. This will open the current user's appdata\loca\mozysync folder.

  1. Open mozysync.log for information related to the sync client.

On Mac, Mozy by Dell backup and sync client logs must be collected through the User Interface (UI). Click on the appropriate Mac client for more information on the process.

To collect backup client logs:

  1. Log into the Mac system experiencing issues.
  2. In the Mac Status Menu, hold down option while right-clicking the Mozy backup client icon. This action provides additional menu options for troubleshooting.
  3. Click Collect Log Files.

  1. Click Collect Files to start the log collection process.

Note: The log collection process may take several minutes based on system resource availability.
  1. MozyLogFiles-[ComputerName].zip will be saved to the current user's desktop. Double click MozyLogFiles-[ComputerName].zip to gain access to Mozy by Dell backup client logs.
Note: [ComputerName] = Machine’s fully qualified computer name (FQDN).

To collect sync client logs:

  1. Log into the Mac system experiencing issues.
  2. In the Mac Status Menu, right-click the Mozy sync client icon, select Help, and then click Collect Log Files.

  1. Click Collect Files to start the log collection process.

Note: The log collection process may take several minutes based on system resource availability.
  1. MozySyncLog-[ComputerName].zip will be saved to the current user's desktop. Double click MozySyncLog-[ComputerName].zip to gain access to Mozy by Dell sync log.
Note: [ComputerName] = Machine’s fully qualified computer name (FQDN).

For support, US-based customers may contact Dell Data Security ProSupport at 877.459.7304, Option 1, Ext. 4310039, or via the Chat Portal. To contact support outside the US, reference ProSupport’s International Contact Numbers. For additional insights and resources, visit the Dell Security Community Forum.


Article ID: SLN306809

Last Date Modified: 07/23/2018 02:42 AM


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