How To: Gathering Logs for a StorageCraft (Servosity DR) Issue

Summary:

This article discusses the location of the logs the support staff use, how to gather them, and what options you can use to send them to support.

Gathering Logs for StorageCraft Support:

A variety of logs are used to troubleshoot issues with StorageCraft® products on Windows and Linux Operating Systems. Use the directions below to download and execute the DTX diagnostic utility used to gather the required information and logs from a host. In some instances, additional logs may be requested by StorageCraft in order to troubleshoot a particular case.

ATTENTION:

Gather ALL the logs requested below.
Instructions on sending the files to StorageCraft are at the bottom of this article.
In some instances, other logs may be needed. StorageCraft will request those logs directly.

Download the StorageCraft Diagnostics Utility:

http://storagecraft.com/downloads/diagnostic-tool-xplatform

This utility will gather the following information from the machine you run it on:

StorageCraft Product Logs
StorageCraft configuration settings
System Info
IP configuration
Event Viewer logs

Windows Users - Quick Installation Instructions

Decompress the archive using 7-Zip, WinZip or Windows Explorer to a folder of your choosing.
From the folder you extracted, run the dtx.exe as an administrator.
A command prompt will open with some status updates. It will remain open for a while and close once the tool has completed gathering the diagnostics.
The results archive file is located in the folder:
```
C:\ProgramData\StorageCraft\dtx
```
or for Windows Server 2003 R2 and Windows XP, in the folder:
```
C:\Documents and Settings\All Users\Application Data\StorageCraft\dtx
```

For Linux Users - Quick Installation Instructions

Decompress the archive by running:
```
tar -zxvf dtx-2.2.144-0.tar.gz
```
NOTE: Depending on where the archive was extracted, permissions may need to be changed to run the application:
```
chmod 711 dtx
```
Run the application:
```
sudo ./dtx
```
For full usage syntax information execute:
```
sudo ./dtx --help
```
The results archive file is located in the folder:
```
/var/opt/StorageCraft/dtx
```
If extracting the archive on a Linux system, ensure that the -C argument is used to avoid overwriting live system files!

Sending Logs to Servosity Support:

Option 1 - Support Case / Email:

Create a support case if one has not yet been created, and attach the .7z diagnostics results archive file to the Request Help submission form.

Option 2 - FTP:

Servosity Support can provide you with FTP credentials if the logs are to large to send via email or our ticketing system.