Knowledge Base

Diagnosing CodeTwo Backup

Problem:

CodeTwo assistance is required when you experience problems with CodeTwo Backup or require advanced configuration of the software. You need to provide a description of your environment and/or send certain diagnostic files to CodeTwo.

Solution:

Follow the steps below to provide comprehensive diagnostics to CodeTwo Support. Gather the following information:

  1. First, check if your problem is already known and a solution is available by searching our Knowledge Base.
  2. Take screenshots of error pop-ups or other unusual software behavior. Please make sure the error message is complete and readable - try expanding the error window so we can see the whole message on the screenshot or copy the error message text.

    Info

    In Windows 7 and newer, you can use Microsoft Problem Steps Recorder to conveniently document the problem.

  3. Provide log files generated by CodeTwo Backup. You can find them in the following location:
    %programdata%\CodeTwo Backup\Logs

    Zip the entire folder.

  4. For performance or stability cases, please also export Event Viewer log files (branches: System and Applications) in .evtx format.

  5. Export all your .config files located in the main installation folder (simply copy/paste them somewhere and zip before sending to CodeTwo). By default, the installation folder is:
    C:\Program Files\CodeTwo\CodeTwo Backup
  6. Compress all files (screenshots, log files, settings) into a single .zip file (Fig. 1.).

Compressing all the files into a single ZIP file.
Fig. 1. Compressing all the files into a single ZIP file.

  1. Check the following information about your environment:
    • Which type of environment (on-premises or cloud) are you trying to backup?
    • What data types are you trying to backup: mailboxes, public folders and/or SharePoint data?
    • What is the operating system of the machine CodeTwo Backup is installed on?
    • Is it a client or a server machine?
    • If it’s a server machine, check the Service Pack or Update Rollup version.

    You can provide the above mentioned information directly in the upload form (see next step).

  2. Use our file upload form to send the files and environment description to CodeTwo.

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