Click to close the image preview

Showing results for 
Search instead for 
Do you mean 
Latest from the Blog: How to Find Your Support ID
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...

September's Webinar: User Groups: What are they good for?
This months webinar on 09/27 will look at User Groups: what they are, how to use them and how to get the most benefit from them for your organization. Register today!
Community Manager


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.


Mozy Log Analyzer


How To Access the Log Analyzer


  1. Go to
  2. Click on Analyze Log from under Support Topics



How to Use the Log Analyzer

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:


  1. Click in the section for the log Upload
  2. 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
  3. 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...


Community Manager


@angelag - Awesome job Angie!


The Mozy community is here to help with any questions you have about your account, backup or restore. Create a new post with your inquiry. Our community members and moderators are happy to help answer any question you may have!


Community Manager


For reference, all of our previous blogs and webinars can be found in the link below:


Mozy Blogs


Mozy Webinars



Overlord Level 1




Thanks very much for the Log Analyzer reminder.  Both backup and sync have been running smoothly for quite some time, so the Log Analyzer had kind of slipped to the back of my fading brain. 


It is certainly a great way to take a quick look at possible problem resolutions.




This also works for Mac logs correct?

Community Manager


Part 1 and 3 are also available in our self support series! Follow the links below:


Self-Support Series Part 1: The Support Home Page


Self-Support Series Part 3: Navigating the Knowledge Base & Documentation


Please let us know if you have any questions!

Community Manager


Hi @StacyB


I answered this in the other thread, but I'll answer it here as well.


Yes, the Log Analyzer is a service that runs through our website, so it should have no problems on your Mac.


Don't forget to Register for the Mozy Community so we can more easily respond to you.

Community Manager




So glad that everything is running so well for you, and we're always grateful for your feedback!



Using the log Analyzer can be a big help for us in support and can often give us the additional information need to help expedite your case.

Community Manager


To our current and future visitors, you are currently able to post on blogs without registering, however we are unable to see your account details or email you with an update about your question or comment without being registered in the community. Please consider registering for the Mozy community before posting on a blog, especially if you have an urgent question. Registration is easy and the steps can be found in the link below:


Mozy Community Registration


Once registered, we can more easily access your account and backup information which will allow us answer your questions more accurately. In addition, we can easily create a support or billing case for you should we need to take the issue out of the forums. 


Thank you for using the Mozy community!