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Please check the agent version and if it is older than 6.x upgrade and try it again; if not, or if it fails again, I will need to review the logs.
1. Please attach the agent side logs:
For LINUX Agent:
Please run the script on the agent then attach its output:
For Agent (Linux Reports) = Run this utility = /usr/bin/r1soft-report.sh , then Attach file found in /tmp/r1soft-report-****.tar.gz
For Windows:
Attach the cdp.log
By default, the log files for Server Backup Manager on a Windows system are located in:
c:Program FilesServer Backup Agentlog
For Windows:
Please download the following script, run it, then submit C:R1softLogs.zip to this case:
R1SoftLogs.bat
https://1drv.ms/f/s!ApJ7TFkB04h-glWZErcd7fv0iVmv
Or gather them manually:
1. Event Viewer Logs
a. Typically found in: Start; Control Panel; Administrative Tools; Event Viewer
b. Create output file: Highlight Windows Logs Application; Choose Action; Save All Events As…(preferably .evtx format); EventViewerApplications; Choose Display information for these languages and choose English, OK; Attach output file "EventViewerApplications" to the case.
c. REPEAT for SYSTEM event logs.
2. System Information
a. Typically found in: Start; All Programs; Accessories; System Tools; System Information
b. Create output file: Highlight System Summary; Choose File; Save ; name it SystemInfo<case#>
c. Attach export file to the Case
3. Attach screen shot of Check R1Soft Driver Health: Start; Programs; R1Soft CDP Agent; CDPDriverHealth
4. Cdp.log
Windows installations
By default, the log files for Server Backup Manager on a Windows system are located in:
c:Program FilesServer Backup Agentlog
5. Please attach the r1soft-driver-install.log typically found in the following path C:Program FilesR1Soft CDP Agentlog
We will review the files and let you know our findings.
Thanks,
Debbie
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