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Configuring Proactive Support Settings on Cloud Services

Important: This procedure is available for Commvault employees only.

You can configure troubleshooting settings in a customer CommCell environment without having to log on to that environment. You can also run diagnostic tools and set log parameters.

Before You Begin

Enable Proactive Support on the CommCell Console where you want to configure settings.

Procedure

  1. Log on to our Cloud Services Website.
  2. Click Reports.

    The Worldwide Dashboard appears.

  3. At the top of the page, click CommCells, and then click a CommCell Name.
  4. At the top of the CommCell Dashboard, click Troubleshooting .

    The Collect Remote Troubleshooting Info page appears.

  5. Click the Cloud Assist tab.
  6. In the Select Client list, type or select the name of client where you want to gather information or run a diagnostic.
  7. Specify the type of action that you want to perform on the client:
    • To check network connectivity and gather other information, select Run a Tool, and then select the tool that you want to use.

      The following table lists the options you can select:

      Goal

      Perform action

      Check whether the client is reachable

      Select ping.

      Get the IP address for the client computer

      Select ipconfig.

      Get the IP address, netmask, and other network information on UNIX clients

      Select ifconfig.

      Get information about network connections, routing tables, and other network statistics

      Select netstat.

      Troubleshoot and test network connectivity between clients using the CVNetworkTestTool Utility

      Select cvping.

    • To configure log file settings on the client computer, select Set Log Parameters, and then type or select the name of one or more log files you want to configure.

      The following table lists the options you can configure:

      Goal

      Perform action

      Configure the type of log entries that appear in the log file

      Next to Debug level, type or select a number between 1 and 5.

      Log entries are ranked 1 to 5, where 1 is the most important and 5 is the least important.

      Set the maximum number of additional log files created when a log file reaches its maximum size and rolls over.

      Next to Max version, type or select a number between 1 and 5.

       

      Set the maximum size for a log file in megabytes (MB).

      Next to Max size, type a number from 10 to 50.

      When the log file reaches its maximum size, it rolls over to an additional file: filename_1.log

    • To stream the logs to the cloud and view them directly in the Log Monitoring application, select Log Streaming to Cloud, and then type or select the name of one or more log files you want to monitor. Select the monitoring interval for which the logs are available for monitoring. The logs are pruned after this interval.
  8. Click Submit.

What to Do Next

If you submit a request with Log Streaming to Cloud option, you will receive an email about the request. When a monitoring policy is created for the logs, you will receive an email with the Web Console link of the monitoring policy. Click the link and log on to the Web Console to view the logs streamed to the cloud.

Last modified: 11/8/2018 4:14:17 PM