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MozyPro customers who are looking for Phone Support will need their 9-digit Support ID in order to get through. Today's blog post covers the steps you need to take to find yours...
Self Support Series Part 2: How to Use the Log Analyzer to Diagnose Backup Issues
You may have caught Naill's webinar last week where he showed you a little bit about checking your backups, fixing common issues, and accessing Support. He briefly touched on a few of our Self-Support options, and then Monday we showed you around the Support home page so you'd have a better idea of what was available to you there. To help you better understand your options, and to help you find your way around those options better; we've decided to do a few blog posts on the bigger ones.
The Log Analyzer
Today, we're going to start with the Log Analyzer, a tool that is easily available to you directly from the Support home page.
What is the Log Analyzer?
If you're having issues with your backups, but you aren't sure exactly what they are or how to fix them, the Log Analyzer can be a very useful tool in diagnosing them without having to wait for a response from Support. It only takes a few minutes to upload and analyze the log, then it returns results with links to relevant Knowledge Base articles.
Luckily the Log Analyzer provides handy steps for how to drag and drop the logs right on the page where you can upload the logs. However, you can also follow these steps:
Click in the section for the log Upload
Select the log files from their location on your computer
Windows: C:/Program Files/MozyHome/Data/MozyHome.log or C:/Program Files/MozyPro/Data/MozyPro.log
Mac: /Library/Logs/MozyHome.log or /Library/Logs/MozyPro.log
Allow the logs to upload and be analyzed
Reading the Results
Once the Log Analyzer has finished uploading and analyzing, it will post the results in a clear and simple format.
Analyzed Log Results: Example 1
As you can see above, the log analyzer checked information about the machine the logs belong to, the install of Mozy, and the recent backups. Per this example, here is what you can learn about the backups for this machine:
The installed Mozy backup software on this machine is be out of date. It also provides a link to download the latest version of the software.
The last four backups have all been successful.
The last backup ran on 03/31/2017 and was successful.
From those results, you can see that the backups are working fine, but it may be a good idea to update your software anyway.
Analyzed Log Results: Example 2
The results from the second machine aren't quite as pretty. Per this example, here is what you can learn about the backups for this machine:
The log is out of date because the last backup hasn't run in the last 7 days. This may mean that the log file you uploaded was an older copy, or that there actually hasn't been a backup in 7 days.
The last four backups as of this log collection ended in an Error.
The Error received was an AccountError1.
The log analyzer lists the error that it pulled from the logs (if there are multiple errors, they will each be listed here) and provides a brief description of the error as well as a link to the Knowledge Base article or documentation on how to resolve it.
As you can see, the Log Analyzer was a quick and easy way to see an overview of what is happening with the backups, and to be directed to the best steps for resolving any issues.
Make sure to come back next Monday where we'll go into more details about the Mozy Knowledge Base and how to use it!
Have any questions or concerns? Want to suggest a future topic for a blog post? Leave it in the comments below...