How to collect trace log on a certain computer


If you experience connectivity issues during a backup, you might see backup plan failures/interruptions or slow uploads. You might think to check your antivirus software, firewall settings, or your proxy server, only to discover everything is set up and operating correctly. If this happens, it's useful to collect trace logs and track where the connection was interrupted. Follow the steps below to learn how to perform a trace route and save it to an output file that you can send to Support for further investigation.

Suggestions and Resolutions

On the computer experiencing the issue:

  1. Make sure the Backup Plan is not running. Stop it if necessary
  2. Download this special archive and extract the contents of the ZIP file (CBBackupPlan.exe.config)
  3. Navigate to the folder where the MSP360 (CloudBerry) agent is installed (generally it's C:\Program Files\Your Company Name\Your Product Name)
  4. Rename C:\Program Files\Your Company Name\Your Product Name\CBBackupPlan.exe.config to CBBackupPlan.exe.config.old
  5. Copy the newly downloaded and extracted CBBackupPlan.exe.config file to this location
  6. From the console, start the Backup Plan
  7. In the folder where you copied the CBBackupPlan.exe.config file, you'll find a new file called CBBackupPlan.exe.trace.log
  8. This is the file that MSP360 (CloudBerry) technicians need to further investigate the connectivity issue
  9. Return to using the original CBBackupPlan.exe.config file (remove CBBackupPlan.exe.config and rename CBBackupPlan.exe.config.old to CBBackupPlan.exe.config)

If you have a need to save the LOG file in an alternate location, you can use a custom path. To accomplish this, open the downloaded CBBackupPlan.exe.config file in a text editor and set your custom path in the InitializeData setting. As an example, replace it with something like:"InitializeData="D:\tracelog\CBBackupPlan.exe.trace.log"

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