> Expert > CommCell Management > Tools and Utilities for Troubleshooting > Proactive Support

Collecting Proactive Support Information on the Cloud Services Portal

Important

This procedure is available for Commvault employees only.

You can collect troubleshooting information from a page on the Cloud Services Portal, much like the Send Log Files feature in the CommCell Console.

Procedure

  1. Log on to our Cloud Services Portal.

  2. Click Reports.

    The Reports page appears.

  3. From the navigation pane, click CommCells, and then under CommCell Name, click a CommServe server.

    The CommCell Dashboard appears.

  4. At the top of the page, click Troubleshooting troubleshooting.

    The Collect Remote Troubleshooting Info page appears.

  5. Collect information by computers or job ID:

    • To collect information based on computer names, select Collect information by computers, and under Computers specify the entities that you want to collect information from:

      • To collect information from the CommServe, select CommServe.

      • To collect information from MediaAgents, select MediaAgent, and then in the box, select or type the names of the MediaAgents.

      • To collect information from client computers, select Clients, and then in the box, select or type the names of the clients.

      • To collect information from all of the clients in a client group, select Client Groups, and then in the box, select or type the names of the client groups.

    • To collect information based on a job ID, select By job ID, and then in the Job ID box, type the ID.

  6. Under Collection, specify the types of information that you want to collect:

    Goal

    Perform action

    Collect all log files

    Select Log Files.

    Include any log fragments from the specified job ID

    Select Log Fragment.

    Collect job results from the specified entities

    Select Job Results.

    Collect remote file cache for the specified job ID

    Select Remote File Cache.

    Collect the index that was created during the selected job or the latest index created for the selected client

    Select Index.

    Collect the CommServ database

    Select CommServe Database.

    Collect existing process dump

    Select Collect existing Process Dumps (Windows only).

    Collect the error logs from the CommServe database engine

    Select Database Logs.

    Collect the other Commvault databases, such as the CVCloud database or the Workflow database

    Select Other databases (CVCloud, DM2, Workflow).

    Collect new process dump

    Select Take new Process Dumps (Windows only), and specify the client and process names.

  7. To save the information to your local computer or a network path, under Output, select Save to Disk.

  8. To stage the CommServe database and index for testing, under Staging, select Stage collected CommServe database and index.

  9. To configure the email notification to include others or to add a CRM number, under Email notification, do any of the following:

    • To notify other people that this information has been collected, select Also Notify, and then in the box, enter email addresses.

    • To include a CRM number, select CRM Token, and then in the box, enter the number.

  10. Click Submit.

Result

  • You will receive an Acknowledgment email that contains details about the data you requested.

  • You will receive a Completion email that contains the location of the log files and staged server:

    • If you requested only log files or a database dump, you will receive an email that specifies the location of those files.

    • If you requested both log files and database staging, you will receive two emails. One email specifies the location of the log files. The other email contains information about how to access the staged server and a summary of the customer environment.

  • All data you requested, including unzipped log files and staged servers, remains available for seven days.

  • If you need help, contact CloudSendLogFiles@commvault.com.

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