Uploading Log Files for AppAssure 5 (4034362)

Thank you for your continue support of Quest solutions. Per the notification of AppAssure product page, AppAssure has reached end of support on March 12, 2018. After this date, technical support will no longer be available for this product. Customers current on maintenance are entitled to updates to Rapid Recovery.

From time to time or when investigating a support case, you may be asked to upload log files to AppAssure Support.

If you are running Rapid Recovery 6.x please refer to the following KB article: How To Run the Info Gathering Tool - Support Bundle for Service Requests 

This article describes how to upload log files to AppAssure Support for your AppAssure 5 environment.

To upload the logs, complete the following steps on your AppAssure 5 Core and AppAssure 5 Agent machines.

On the AppAssure 5 Core (Windows 7/2008/R2):

1. Navigate to C:\Program Files\AppRecovery\Core\CoreService\AAInfo.
2. Right-click AAInfo.UI.exe, and then click Run as Administrator.
3. Enter the SR number in the appropriate field, and then click OK.
4. Inform the support engineer assigned to your case when the upload is complete.

On the AppAssure 5 Agent (Windows 7/2008/R2):

1. Navigate to C:\Program Files\AppRecovery\Agent\AAInfo.
2. Right-click AAInfo.UI.exe, and then click Run as Administrator.
3. Enter the SR number in the appropriate field.
4. Clear the following check boxes:
   • Mongo dump
   • Recovery points
5. Click OK.

DO NOT FORGET TO INFORM THE SUPPORT ENGINEER ASSIGNED TO YOUR CASE WHEN THE LOG UPLOAD IS FINISHED