Diagnostic Log File

If Firestreamer-RM does not work with your particular media drive, we may be able to update the software so that it will work for you. You need to create a diagnostic log file that contains technical information about your media drive and send the file to us.

NOTE: The diagnostic log file does not contain any user data or sensitive information about your system. Only the information related to your media drives is collected.

To create a diagnostic log file, use one of the following methods.

• Method One
• Method Two

Method One

Use this method if the problem occurs shortly after starting a backup or restore operation. Please follow the steps below exactly.

1. Please contact our support team first before creating a diagnostic log file.
2. Make sure you have the latest version of Firestreamer-RM installed.
3. Remove all media from your media drives (if the media is removable).
4. If your media drive is an external one, disconnect it from your computer.
5. Restart your computer.
6. Open the Firestreamer-RM Control Panel.
7. On the Backup tab, click Disable, if necessary, to see two vertical red lines.
   
8. Click the Activity tab.
9. While holding down the Ctrl key on the keyboard, right-click the Activity Log window.
10. Click Diagnostic Logging. You can release the Ctrl key now.
11. Write down the log file name (usually, FirestreamerRm.etl in the My Documents folder).
12. If your media drive is an external one, connect it to your computer and switch it on.
13. If you encounter an error at any of the below steps, go directly to step 20.
14. Click the Backup tab, and then click Open Backup Utility. The Microsoft Backup Utility will show up. Make sure that the two vertical red lines at the top left corner of the Backup tab of the Firestreamer-RM Control Panel have been replaced with a green triangle indicating Firestreamer-RM is active.
    
15. Click the Activity tab.
16. Insert a piece of media into your media drive (if the media is removable).
17. Wait for up to a minute. In Activity log, you should see the "Medium inserted" and "Drive connected" messages. If you cannot see the messages even after a few minutes, go directly to step 20. Note that the messages may slightly differ from the ones shown on the screenshot.
    
18. If the just inserted media has not been previously recorded with Firestreamer-RM, the Backup Utility should display a message similar to the following: "Unrecognized media has been found in location Firestreamer-RM Drive... Do you want to prepare this media for use with Backup?". Click Yes.
    
19. Back up or restore a few small files by following the backup or restore instructions.
20. IMPORTANT: Click OK or Cancel at the bottom of the Firestreamer-RM Control Panel to close the latter. This will also finalize the log file.
21. Compress the FirestreamerRm.etl file in My Documents with any file compression utility, such as WinZIP or WinRAR, and send it to support@firestreamer.com. Do not forget to specify the make and model of your media drive.

Method Two

Use this method if the backup or restore fails more than 10-20 minutes after starting the operation. Please follow the steps below exactly.

1. Please contact our support team first before creating a diagnostic log file.
2. Make sure you have the latest version of Firestreamer-RM installed.
3. Open the Firestreamer-RM Control Panel.
4. Start the backup or restore process.
5. Several minutes before the problem occurs, click the Activity tab of the Firestreamer-RM Control Panel.
6. While holding down the Ctrl key on the keyboard, right-click the Activity Log window.
7. Click Diagnostic Logging. You can release the Ctrl key now.
8. Write down the log file name (usually, FirestreamerRm.etl in the My Documents folder).
9. Wait for the problem to occur.
10. IMPORTANT: Click OK or Cancel at the bottom of the Firestreamer-RM Control Panel to close the latter. This will also finalize the log file.
11. Compress the FirestreamerRm.etl file in My Documents with any file compression utility, such as WinZIP or WinRAR, and send it to support@firestreamer.com. Do not forget to specify the make and model of your media drive.