Collecting Remote Troubleshooting Information on Cloud Services

Important: This procedure is available for Commvault employees only.

You can collect troubleshooting information from a page on the Cloud Services website, much like the Send Log Files feature in the CommCell Console. 


  1. Log on to our Cloud Services Website.
  2. Click Reports.

    The Worldwide Dashboard appears.

  3. At the top of the page, click CommCells, and then click a CommCell Name.
  4. At the top of the CommCell Dashboard, click Troubleshooting .

    The Collect Remote Troubleshooting Info page appears.

  5. Collect information either by computers or by job ID:
    • To collect information based on computers names, select Collect information by computers, and under Computers specify the entities that you want to collect information from:
      • To collect information from the CommServe, select CommServe.
      • To collect information from MediaAgents, select MediaAgent, and then in the box, select or type the names of the MediaAgents.
      • To collect information from client computers, select Clients, and then in the box, select or type the names of the clients.
      • To collect information from all of the clients in a client group, select Client Groups, and then in the box, select or type the names of the client groups.
    • To collect information based on a job ID, select Collect information by job ID, and then in the Job ID box, type the ID.
  6. Under Collection, specify the types of information that you want to collect:
    Goal Perform action
    Collect all log files Select Log Files.
    Include any log fragments from the specified job Select Log Fragment.
    Collect job results from the specified entities Select Job Results.
    Collect the index that was created during the selected job or the latest index created for the selected client Select Index.
    Collect the CommServ database log files Select CommServe Database.
    Collect the error logs from the CommServe database engine Select Database Logs.
    Collect currently running processes in a dump file Select Process dump (Windows only), and then select or type the processes you want to create dumps for.
  7. Under Output, specify the method for receiving the information:
    • To upload the information to the HTTP or FTP location defined in the CommCell Console Control Panel, select Upload Using, and then select Http or Ftp.
    • To save the information to your local computer or a network path, select Save to Disk.
  8. Under Analytics, specify whether to perform file analytics and who to notify that this information is being collected:
    • To stage the index and perform file analytics, select Stage and perform file analytics if index is available.
    • To notify additional people that this information has been collected, select Also Notify, and then type email addresses.
  9. Click Submit.


  • You will receive an Acknowledgement email that contains details about the data you requested.
  • You will receive a Completion email that contains the location of the log files and staged server:
    • If you requested only log files or a database dump, you will receive an email that specifies the location of those files.
    • If you requested both log files and database staging, you will receive two emails. One email specifies the location of the log files. The other email contains information about how to access the staged server and a summary of the customer environment.
  • All data you requested, including unzipped log files and staged servers, remains available for seven days..
  • If you need help, contact CloudSendLogFiles@commvault.com.