The Download Data for Tech Support feature allows you to save and further transmit technical information to R1Soft Technical Support for assistance. For information about gathering Backup Agent log files for Technical Support, see [Access log files].
*To download data for Technical Support*
1. In the Main Menu, click *Advanced Options*. The _Manager Information_ screen automatically displays.
2. Scroll down to the bottom of the _Manager Information_ screen and click the *Log Files* button to download logs for R1Soft Technical Support. !Manager Information - Log Files button.png|border=1!
4. Click *OK* to load and open the {{r1soft-support-log-files.zip}} folder. The file may also automatically download depending on your browser settings.
!Saving zipped logs.png!
5. Extract the files from the loaded .zip file which contains the {{/log}} and {{/conf}} directories.
!r1soft-support-log-files folder content.png!
The {{/log}} directory contains the following files:
* *monitor.log*
* *server.log*
{newversion}
* *r1soft-driver-install.log*
{newversion}
h5. The "monitor.log" File
This file contains information about log messages from the web GUI and startup/shutdown tasks:
* *Level* \- The level of the log message, for example, INFO.
* *Executor -* The executor of a process with the log message.
* *Date and Time -* The date and time when the process was executed.
* *Context of a process -* The text of a log message.
!monitor_log file.png!
See also [Access log files].
h5. The "server.log" File
This file contains the server log information:
* *Date* \- The date when the process with the log was executed.
* *Time* \- The time when the process with the log was executed.
* *Level* \- The level of the log message, for example, INFO.
* *Log message* \- The text of a log message.
!server_log file.png!
See also [Access log files].
{newversion}
h5. The "r1soft-driver-install.log" File
This file contains the log messages concerned with the R1Soft driver installation.
* *Level* \- The level of the log message, for example, WARNING.
* *Date* \- The date when the process with the log was executed.
* *Time* \- The time when the process with the log was executed.
* *Log message* \- The text of a log message.
!133.png!
{newversion}
6. The {{/conf}} directory contains the following files and folders:
* *database-drivers*
* *disksafe-keys*
* *language-files*
{newversion}
* *server.allow*
{newversion}
* *templates*
* *acti.keystore* \- Contains the active key store information.
* *activemq.xml* \- The XML configuration of a ActiveMQ broker.
{newversion}
* *agent_config* \- Contains properties with their descriptions to configure the Backup Agent.
{newversion}
* *CDPConfigUtility.xml* \- Contains the XML configuration for Server Backup.
* *comkeystore*
* *c{*}{*}redentials.properties* \- Contains credential properties with their values.
* *global-includes.vm*
* *keystore*
* *licence.*{*}key* \- Contains the license key.
* *log4j.*{*}properties* \- Contains log4j properties with their values.
* *messageEventContext*.*xml* \- Contains the XML configuration of a message Event Context.
* *messages.*{*}properties* \- Contains the list of message properties and their values.
* *messages\_*{*}en.*{*}properties*
* *r1soft.*{*}actif*
* *r1soft.*{*}key* \- Contains the R1Soft key.
* *rsa\_*{*}priv.*{*}pkcsl* \- Contains the private key.
* *rsa*_*pub.*{*}pem* \- Contains the public key.
* *server.*{*}conf* \- Contains the manager configuration.
* *template.*{*}server*.*properties* \- Contains the properties of a template manager with their values.
* *templateActivemq.*{*}xml* \- Contains the configuration of a template ActiveMQ broker.
* *trial.*{*}key* \- Contains the trial key.
* *web.*{*}properties* \- Contains the list of WEB properties with their values.
\\ {excerpt:hidden=true}Instructions on how to download data for R1Soft Technical Support.{excerpt}
*To download data for Technical Support*
1. In the Main Menu, click *Advanced Options*. The _Manager Information_ screen automatically displays.
2. Scroll down to the bottom of the _Manager Information_ screen and click the *Log Files* button to download logs for R1Soft Technical Support. !Manager Information - Log Files button.png|border=1!
4. Click *OK* to load and open the {{r1soft-support-log-files.zip}} folder. The file may also automatically download depending on your browser settings.
!Saving zipped logs.png!
5. Extract the files from the loaded .zip file which contains the {{/log}} and {{/conf}} directories.
!r1soft-support-log-files folder content.png!
The {{/log}} directory contains the following files:
* *monitor.log*
* *server.log*
{newversion}
* *r1soft-driver-install.log*
{newversion}
h5. The "monitor.log" File
This file contains information about log messages from the web GUI and startup/shutdown tasks:
* *Level* \- The level of the log message, for example, INFO.
* *Executor -* The executor of a process with the log message.
* *Date and Time -* The date and time when the process was executed.
* *Context of a process -* The text of a log message.
!monitor_log file.png!
See also [Access log files].
h5. The "server.log" File
This file contains the server log information:
* *Date* \- The date when the process with the log was executed.
* *Time* \- The time when the process with the log was executed.
* *Level* \- The level of the log message, for example, INFO.
* *Log message* \- The text of a log message.
!server_log file.png!
See also [Access log files].
{newversion}
h5. The "r1soft-driver-install.log" File
This file contains the log messages concerned with the R1Soft driver installation.
* *Level* \- The level of the log message, for example, WARNING.
* *Date* \- The date when the process with the log was executed.
* *Time* \- The time when the process with the log was executed.
* *Log message* \- The text of a log message.
!133.png!
{newversion}
6. The {{/conf}} directory contains the following files and folders:
* *database-drivers*
* *disksafe-keys*
* *language-files*
{newversion}
* *server.allow*
{newversion}
* *templates*
* *acti.keystore* \- Contains the active key store information.
* *activemq.xml* \- The XML configuration of a ActiveMQ broker.
{newversion}
* *agent_config* \- Contains properties with their descriptions to configure the Backup Agent.
{newversion}
* *CDPConfigUtility.xml* \- Contains the XML configuration for Server Backup.
* *comkeystore*
* *c{*}{*}redentials.properties* \- Contains credential properties with their values.
* *global-includes.vm*
* *keystore*
* *licence.*{*}key* \- Contains the license key.
* *log4j.*{*}properties* \- Contains log4j properties with their values.
* *messageEventContext*.*xml* \- Contains the XML configuration of a message Event Context.
* *messages.*{*}properties* \- Contains the list of message properties and their values.
* *messages\_*{*}en.*{*}properties*
* *r1soft.*{*}actif*
* *r1soft.*{*}key* \- Contains the R1Soft key.
* *rsa\_*{*}priv.*{*}pkcsl* \- Contains the private key.
* *rsa*_*pub.*{*}pem* \- Contains the public key.
* *server.*{*}conf* \- Contains the manager configuration.
* *template.*{*}server*.*properties* \- Contains the properties of a template manager with their values.
* *templateActivemq.*{*}xml* \- Contains the configuration of a template ActiveMQ broker.
* *trial.*{*}key* \- Contains the trial key.
* *web.*{*}properties* \- Contains the list of WEB properties with their values.
\\ {excerpt:hidden=true}Instructions on how to download data for R1Soft Technical Support.{excerpt}