Gathering Dump Files (Windows Only)

In certain cases, a backup or restore plan may become frozen and/or unresponsive. In order to efficently troubleshoot the issue, dump files of the plan process are needed. These can be collected automatically when sending diagnostic logs from the Management Console or collected manually on the local machine experiencing the issue.

Sending Memory Dumps with Diagnostic logs

1. Open the Computers page and find the computer in question

2. Select the three dots to the right of the machine and "Report a Problem"

3. Select the option to Send logs to Support, select Backup, expand Options for specific Support Team requests, and select Send memory dumps of running plans

Manually Creating Dump File

Please follow steps below to create and send dump files:

1. Encounter (or reproduce, if necessary) the issue with backup (or restore) plan freezing. This is critical to create a dump file right at the moment you are experiencing the issue.

2. Start Windows Task Manager. To do this, use one of the following methods:

• Right-click an empty area of the taskbar, and then click Task Manager.
• Press CTRL+SHIFT+ESC.

3. Switch to Details tab, and then find the name of the process you need.

In most cases, name of the process contains the name of a program you are using. CloudBerry Backup starts processes named CBBackupPlan.exe for each running backup plan task. And if a plan backup freezes, it could be useful to investigate a pair of dump files for the appropriate CBBackupPlan.exe process.

4. Right-click on the required CBBackupPlan.exe process and click Create Dump File:

The dumping process can take some time to generate a file. Once it's completed you will see a pop-up window with the path to a generated dump file.

5. After waiting for 3-5 minutes, repeat step 4 again, thus creating a second process dump.

6. After the dump files are created, open Windows Explorer and navigate to the folder specified in the Dumping Process dialog in order to access the resulting (".dmp") files:

By default, Windows operating system stores created dump files in "C:\Users{UserName}\AppData\Local\Temp" folder.

7. Compress the created ".dmp" files as ".zip" or ".rar" archive, and send it to us at support team, or provide it in a support case where the dumps were requested for invesitagive purposes.