Configuring Proactive Support Settings on Cloud Services

Important: This procedure is available for Commvault employees only.

You can configure troubleshooting settings in a customer CommCell environment without having to log on to that environment. You can also run diagnostic tools and set log parameters.

Before You Begin


  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. Click the Proactive Support tab.
  6. In the Select Client list, type or select the name of client where you want to gather information or run a diagnostic.
  7. Specify the type of action that you want to perform on the client:
    • To check network connectivity and gather other information, select Run a Tool, and then select the tool that you want to use.

      The following table lists the options you can select:

      Goal Perform action
      Check whether the client is reachable Select ping.
      Get the IP address for the client computer Select ipconfig.
      Get the IP address, netmask, and other network information on UNIX clients Select ifconfig.
      Get information about network connections, routing tables, and other network statistics Select netstat.
      Troubleshoot and test network connectivity between clients using the CVNetworkTestTool Utility Select cvping.
    • To configure log file settings on the client computer, select Set Log Parameters, and then type or select the name of one or more log files you want to configure.

      The following table lists the options you can configure:

      Goal Perform action
      Configure the type of log entries that appear in the log file Next to Debug level, type or select a number between 1 and 5.

      Log entries are ranked 1 to 5, where 1 is the most important and 5 is the least important.

      Set the maximum number of additional log files created when a log file reaches its maximum size and rolls over. Next to Max version, type or select a number between 1 and 5.


      Set the maximum size for a log file in megabytes (MB). Next to Max size, type a number from 10 to 50.

      When the log file reaches its maximum size, it rolls over to an additional file: filename_1.log

  8. Click Submit.