Support Bundles

NAKIVO Backup & Replication provides you with the ability to create support bundles – a zipped collection of the product logs and system information. Sending a support bundle to the NAKIVO Support Team allows them to quickly identify the root cause of issues and suggest a proper solution.

Creating Support Bundles

Before creating a support bundle, make sure Email settings are configured. To create a support bundle, follow these steps:    

  1. Click the "?" (Help) icon in the lower-left corner of the web UI.

  2. Select and click Request support. The dialog box will appear.

  3. Enter a description of your problem in the Please describe the problem you're experiencing box.

  4. Enter your email address in the Contact email box.

  5. If necessary, upload an attachment by clicking Browse.

  6. Select All current logs if you wish to include all current log files to the support bundle.

  7. Select Specific time range for the logs if you want to include the log files within the specific time range. 

  8. To specify the time range, click the Range dropdown and use the From and To selectors to set the time range; click Apply.

  9. Optionally, click Include main database (recommended).

  10. Click Create & Send Support Bundle to send the support bundle to NAKIVO Support Team. You will receive an answer from the NAKIVO Support Team within one business day.

Sending Support Bundles Manually

Some support bundles may become overly large in size. This can occur due to large log files or file dumps. In such cases, it is recommended to upload these files manually. 

To do this, follow these steps:

  1. Open the Upload Files to NAKIVO Support page.

  2. In the Files section, click Browse and select up to three files. You can select more than three files by clicking Add Another File.

    You can upload any files relevant to your issue: logs, file dumps, or the support bundles that you have manually downloaded from the product's UI.

  3. Enter your email address in the Contact email field.

  4. You can also enter the ID of your support ticket in the Ticket ID field if you have one opened.

  5. Optionally, enter a description in the Description field.

  6. Click Upload when you’re done uploading the file(s).

    Wait for a successful upload notification before closing the page.