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NovaBACKUP Log Collector Application; for submitting ticket with logs attached

How to Submit Support Logs Using NovaBACKUP Log Collector

What You Need to Know

When you submit a support ticket for technical issues, our team needs your log files to help diagnose the problem. The NovaBACKUP Log Collector is a free tool that automatically gathers all necessary logs and system information in one convenient ZIP file.

⏱️ Time Required: 5-15 minutes
💾 File Size: Usually under 50MB
🎯 Works With: All versions of NovaBACKUP

Before You Start

Check Your NovaBACKUP Version

  • Version 19.4 or newer: Use the built-in Log Collector (easiest method)
  • Version 19.3 or older: Download the standalone tool

For Server/Business Users

If you're using NovaBACKUP Server or Business Essentials on a Domain Controller, you must run NovaBACKUP as administrator (right-click → "Run as administrator") to prevent crashes.

Step-by-Step Instructions

Method 1: Built-in Log Collector (NovaBACKUP 19.4+)

  1. Open NovaBACKUP
  2. Click "Help" (top-right corner)
  3. Select "Run LogCollector"
  4. Enter your ticket number when prompted
  5. Press Enter to confirm Desktop as save location
  6. Wait 5-15 minutes for the process to complete
  7. Find the ZIP file on your Desktop

Method 2: Standalone Tool (All Versions)

  1. Download LogCollector.exe

  2. Run the downloaded file

    • Find LogCollector.exe in your Downloads folder
    • Double-click to run

  3. Follow the prompts

    • Enter your ticket number
    • Press Enter to save to Desktop
    • Wait 5-15 minutes for completion

  4. Locate your ZIP file

    • Look for: NovaStor_LogCollector_TICKET_YEARMMONTHDATE.zip
    • Default location: Desktop

Uploading Your Log Files

Option 1: Direct Upload (Recommended)

  1. Visit: novabackup.com/uploads
  2. Drag and drop your ZIP file onto the page
  3. Enter your email address
  4. Enter your ticket number
  5. Click "Send"

Option 2: Support Ticket Attachment

Troubleshooting

Windows Defender Blocking LogCollector

Problem: LogCollector stops working after asking for ticket ID

Solution:

  1. Open Windows Security (right-click Windows Defender in system tray)
  2. Go to "Virus & threat protection"
  3. Click "Ransomware protection"
  4. Turn OFF "Controlled folder access"
  5. Run LogCollector again

Note: Adding LogCollector to the whitelist won't work - you must disable Controlled folder access.

Can't Submit Support Ticket

If the online form doesn't work:

  • Try a different browser (avoid Internet Explorer)
  • Don't use the browser within NovaBACKUP software
  • Email directly: support@novabackup.com

When emailing, include:

  • Your contact information
  • License/product information
  • Detailed description of the issue

Quick Reference

Important Links
Upload Portal
Submit Support Ticket

Need Help? Contact support@novabackup.com