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Diagnostic Log File

The diagnostic log file contains technical information related to Firestreamer and your media drives, and can only be interpreted by our support staff. The log file does not contain any backup data or sensitive information about your system. Before creating a diagnostic log file, please contact us first.

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

Method One - Immediate Error

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

  1. Make sure you have the latest version of Firestreamer installed.
  2. Unload all media from all Firestreamer tape libraries.
  3. Restart your computer.
  4. Open the Firestreamer Snap-in.
  5. In the console tree, click Activity.
  6. While holding down the Ctrl key on the keyboard, right-click the Activity log list.
  7. Click Diagnostic Logging. You can release the Ctrl key now.
  8. Write down the log file name (usually, My Documents\Firestreamer.etl).
  9. Reproduce the issue.
  10. IMPORTANT: In the Firestreamer Snap-in, right-click the Activity log list, and then click Diagnostic Logging to finalize the log file.
  11. Compress My Documents\Firestreamer.etl with WinZIP or WinRAR, and send it to support@cristalink.com.

Method Two - Delayed Error

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

  1. Make sure you have the latest version of Firestreamer installed.
  2. Start the backup or restore operation.
  3. A few minutes before the issue occurs, open the Firestreamer Snap-in.
  4. In the console tree, click Activity.
  5. While holding down the Ctrl key on the keyboard, right-click the Activity log list.
  6. Click Diagnostic Logging. You can release the Ctrl key now.
  7. Write down the log file name (usually, My Documents\Firestreamer.etl).
  8. Wait for the issue to occur.
  9. IMPORTANT: In the Firestreamer Snap-in, right-click the Activity log list, and then click Diagnostic Logging to finalize the log file.
  10. Compress Firestreamer.etl in My Documents with any file compression utility, such as WinZIP or WinRAR, and send it to support@cristalink.com.

 

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