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

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

 

To generate and collect the debugging logs, you may follow one of the two methods listed below.

 

Method 1

  1. Open your Polarbackup desktop software → SettingsPreferences → Select the Enable advanced logging for debugging option → Save.
  2. Right-click the Polarbackup icon in the system tray (Taskbar), and select the Exit option.
  3. Start Polarbackup again. (Start menu → All Programs → PolarBackup → PolarBackup)
  4. Try to replicate the problem you are facing or just wait for it to happen as it usually does.
  5. Using your Windows Explorer, go to the folder mentioned below → Copy the whole Logs folder from there to any another location (Such as the Desktop) → Compress the coped Logs folder to .zip and send it to the support team.
    C:\Users\YourUserName\AppData\Roaming\PolarBackup\PolarBackup\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}

     

  6. Using your Windows Explorer, go to the folder mentioned below → Copy the whole Logs folder from there to any another location (Such as the Desktop) → Compress the coped Logs folder to .zip and send it to the support team.
    C:\Program Files\PolarBackup

 

AppData is a hidden folder.

 

Method 2

  1. Create a new text file at the root of your (C:\) drive. If you cannot create it due to security reasons, then create it in another location (Desktop for example), and copy/paste it to drive (C:\).
  2. Rename the newly created text file to be EnableCloudLog.txt
    Important! Make sure that the extensions of the files are not hidden before you rename the file, as explained here.
  3. Right-click the Polarbackup icon in the system tray (Taskbar), and select the Exit option.
    If you do not have the Polarbackup icon in the system tray, then from the Task Manager (Ctrl+Alt+Del) → End the Polarbackup.exe process.
  4. Try to replicate the problem you are facing or just wait for it to happen as it usually does.
  5. Using your Windows Explorer, go to the folder mentioned below → Copy the whole Logs folder from there to any another location (Such as the Desktop) → Compress the coped Logs folder to .zip and send it to the support team.
    C:\Users\YourUserName\AppData\Roaming\PolarBackup\PolarBackup\Jobs\{6E820F39-1F0F-4C22-A9F6-5E7CAE6F6FA7}

     

  6. Using your Windows Explorer, go to the folder mentioned below → Copy the whole Logs folder from there to any another location (Such as the Desktop) → Compress the coped Logs folder to .zip and send it to the support team.
    C:\Program Files\PolarBackup

 

AppData is a hidden folder.

 

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