Collecting Traffic Logs Using Wireshark Software

Situation

Sometimes it might be necessary to troubleshoot the machine’s connection to the storage using third-party tools such as Wireshark if the diagnostic logs from the backup software do not contain enough information to find the source of a connection issue.

Solution

1. Download the Wireshark tool from the official website: https://www.wireshark.org/#download.
2. Select the network interface to capture after installing and starting the tool:

3. You can stop the capture after confirming that it’s working fine and capturing the packets:

4. If the capture log is empty, please make sure that you’ve selected the correct network interface. You can choose a different network interface to capture under Capture > Options.
5. To collect the information for the support team, please start the capture, reproduce the issue/error, and save the capture file:

5.1. Starting the capture: 5.2. Saving the capture file:

Limiting the Size of the Output

The capture files can get large, so it is possible to limit the output under Capture > Options > Output. You can learn more about capture output options here: https://www.wireshark.org/docs/wsug_html_chunked/ChCapCaptureFiles.html

Example scenarios

Here is a non-exhaustive list of actions that can be performed after starting the capture to collect the necessary information for troubleshooting:

1. Run the backup/restore process.
2. Run a repository synchronization or a consistency check plan.
3. Retrieve the information about the bucket by going to the main menu in Backup Agent: Edit Storage Accounts > Select the affected account > Advanced Settings. Click the drop-down menu next to Backup prefix.

The support team might provide more detailed instructions depending on the issue you’re experiencing. Please make sure to send us a new set of high-level logs from the backup agent together with the Wireshark capture file, as we won’t be able to investigate it otherwise.