How to Generate the Advanced Debugging Logs of Polarbackup on macOS Machine

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For troubleshooting purposes, the Technical Support may ask for trace/debugging logs of the Polarbackup application. Please note that these logs do not contain any passwords or personal information.

 

To generate and collect the debugging logs, here is what you should do:

 

For Terminal Log

  1. Quit Polarbackup application by Ctrl-Clicking Polarbackup and/or Polarbackup Restore icon(s) at the Finder bar → Quit.
  2. Ensure that all Polarbackup related processes are safely terminated, by clicking Go on the Finder bar→ UtilitiesActivity Monitor → Search for any Polarbackup processes. If found, manually terminate them.
  3. From the Finder bar, click Go → Utilities → Double-click the Terminal option.
  4. If your issue is in the Backup process, then:
    • Copy the following command to the Terminal window, and press Enter:
      /Applications/PolarBackup.app/Contents/MacOS/PolarBackup
    • The Polarbackup application will be running after the last command. Keep the Terminal window open and replicate the problem you are having, or just wait for it to happen as it usually does. When that happens, send us the Terminal output by going to the Shell Menu → Choose the Export Text As option → Save the generated file and send it to us.
  5. If your issue is in the Restore process, then:
    • Copy the following command as it is (With the double quotation marks) to the Terminal window, and press Enter:
      "/Applications/PolarBackup Restore.app/Contents/MacOS/PolarBackup Restore"
    • The Polarbackup Restore application will be running after the last command. Keep the Terminal window open and replicate the problem you are having, or just wait for it to happen as it usually does. When that happens, send us the Terminal output by going to the Shell Menu → Choose the Export Text As option → Save the generated file and send it to us.

 

For Application Internal Logs

  1. Open your Polarbackup application → Settings  PreferencesGeneral → Make sure the Enable Advanced Logging option is enabled → Save.
  2. Ensure that all Polarbackup related processes are safely terminated, by clicking Go on the Finder bar→ UtilitiesActivity Monitor → Search for any Polarbackup processes. If found, manually terminate them.
  3. Start the Polarbackup application from the Applications folder.
  4. Replicate the problem or wait for it to happen as it usually does.
  5. Click Go on your Finder bar → Go to folder.. → Type ~/.config/ and hit Enter → Polarbackup Polarbackup Jobs → {Numbered Folder} → Logs → Select all the text files located under the Logs folder → Right-click it → Compress Items → Provide us with the compressed file.

 

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