Obtaining logs on macOS & Linux

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CloudBerry Backup for macOS & Linux helps customers back up folders and files to object storage services like AWS S3, Microsoft Azure, etc. It is quite a stable and mature product; however, sometimes you may encounter small glitches or operational issues. The best way to get such situations resolved is to submit a support case. In order to receive quick, competent, and consistent replies, it is best to accompany such requests with all the available information (logs, configuration files).

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GUI information

The best and easiest way to interact with technical consultants from CloudBerry Lab (Architects or Support) is to send logs with a short description from the GUI. You can send the logs by clicking Feedback on the main toolbar (look for the smiley face).

We suggest the following approach (to simplify and improve escalation):

• The user name should be valid, and we should be able to find it in our system (use your registration name);

• The message should contain a short problem description and (if applicable, for instance, if you had a call/chat with CloudBerry representatives prior to submitting) the name of that contact from CloudBerry Lab.

The above tips direct such tickets to the appropriate person with minimum iterations.

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Command line interface

Depending on your product (Standalone or MBS), CloudBerry Backup for macOS keeps logs for troubleshooting in the following path:

/opt/local/CloudBerry Backup/ (for Standalone) /opt/local/product_name/ (MBS, where product_name is the name of your product in the MBS Advanced Branding section).

Below is an example of the “home” folder for the product_name Backup from MBS. Just take the required files (in most cases, the CloudBerry team will ask you for your logs).

The path contains the following information:

config — the information about the account (online account if persistent), product settings;

plans — the directory with structured plan configurations (each plan is an XML-structured file with settings for a backup/restore plan);

logs — the most important directory for troubleshooting and debugging (when requesting support assistance).