60759: Acronis Cyber Protect Cloud plugin for ConnectWise Automate: how to collect debug logs for ConnectWise Automate plugin

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    Last update: 18-11-2022

    There are 5 logging levels for the ConnectWise Automate plugin:

    • None = 0
    • Debug = 1
    • Info = 2
    • Warning = 3
    • Error = 4

    To collect debug logs.

    Latest builds of ConnectWise Automate (build 645 or newer):

    1. Navigate to Dashboard -> Config -> Integration -> Acronis Cyber Protect Cloud -> Troubleshooting
    2. Select Debug level for logs.
    3. Close Control Center.
    4. Reproduce the issue and collect further information based on the issue type:
      • Control Center issues (UI, manual operations):
        • Restart Control Center and reproduce a problem.
        • Go to the Troubleshooting tab again and click Collect data button.
      • Server-side issues (synchronization, Backup Manager, Agent installs, alerts, activities, Acronis Dashboard, etc.):
        • Leave the plugin for several hours. This will ensure that all background tasks will run at least once.
        • Go to the Automate server machine (where DBAgent service is running), open Control Center, open Troubleshooting tab again and click Collect data button.
    5. Send us zip-archive with all necessary info.
    6. Revert log level back to Info.

    Older builds of ConnectWise Automate:

    1. In ConnectWise Automate Control Center, click Dashboard. Navigate to Config -> Configurations -> Properties. Click Plugin_Acronis_Backup_LogLevel and set its value to 1. Click Save.
    2. Reproduce the issue.
    3. Copy all log files for the relevant period of time (from the reproducing time to the present) and compress them to an archive:
      • C:\ProgramData\LabTech Client\Logs\
      • C:\Program Files\LabTech\Logs
      • All C:\Program Files\LabTech\Logs\Plugin_AcronisLabTechPlugin.*.* files.
    4. Revert log level to "Error" (Dashboard -> Config -> Configurations -> Properties -> set Plugin_Acronis_Backup_LogLevel value to 4 and save).