When submitting a ticket we would prefer to have your full log set to be attached to the ticket especially for a "problem" type of ticket, meaning anything other than just a general question. Tickets can have logs attached to them and these are the instructions to gather the full set of logs including some system diagnostics that we can use to see what the problem is. A single ZIP file of the entire set of logs is generated by the simple tool that we provide which is linked below; you run this tool on the system that you are having the problem with that is running NovaBACKUP software.
Since this error could be related to so many different source issues as a first step to get a better understanding of the problem can you follow the steps below to get the log files. We have the NovaStor Log Collector application that can collect System Information and NovaBACKUP Logs to Help us Troubleshoot the issues with NovaBACKUP.
Run the LogCollector.exe application and note that it can take up to 15 minutes to complete the operation. Once completed, the NovaStor Log Collector tool will create a ZIP file on your desktop named:
You will then send the .ZIP file via the NovaStor Support Ticket submission web page. There is a file size limit of 10MB if using the Attach Logs function to attach the file to the ticket on this web page. If the file is larger than 10MB then use NovaStor (2GB file size limit) to upload the .ZIP file.
NOTE: If using any method other than the 'Attach Logs' function on the ticket submission page or NovaStor LogCollector Uploads to upload your file be sure to send an email to email@example.com to provide the direct link to your .ZIP file that is stored on the other file sharing website.