How To Run the Info Gathering Tool - Support Bundle for Service Requests (4041267)

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

If you are running AppAssure 5.x please refer to the following KB article: Uploading Log Files for AppAssure 5

This article describes how to upload log files to Support for your Rapid Recovery environment.

On the Rapid Recovery 6 Core:

1. Navigate to C:\Program Files\AppRecovery\Core\CoreService\InfoGatheringTool.
2. Right-click InfoGatheringTool.UI.exe, and then click Run as Administrator.
   • Optionally, you can create a shortcut to the desktop for this utility.
3. Enter the Case number in the SR# field.
4. Click OK.

On the Rapid Recovery 6 Agent:

1. Navigate to C:\Program Files\AppRecovery\Agent\InfoGatheringTool.
2. Right-click InfoGatheringTool.UI.exe, and then click Run as Administrator.
   • Optionally, you can create a shortcut to the desktop for this utility.
3. Enter the Case number in the SR# field.
4. Click OK.

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

PLEASE NOTE THE FOLLOWING

You may need to collect and upload a dump file with the Info Gathering Tool, but when doing so an error message is displayed that "The AppRecovery dumps cannot be copied to a temporary folder."  Please visit this KB for a solution: Info Gathering Tool Cannot find temp folder of Process Dump