How to Collect and Send Logs with the NovaBACKUP Log Collector

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

• NovaBACKUP 22: Use the built-in Log Collector on the About page (easiest method)
• Version 19.4 to 21.x: Use the built-in Log Collector in the Help menu
• Version 19.3 or older, or if NovaBACKUP does not start: Download the standalone tool

For Server/Business Users

In NovaBACKUP 22, the Log Collector always runs as administrator, so Windows asks for permission when it starts. In older versions, 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 22)

1. Open NovaBACKUP
2. Go to "About"
3. Select "Run Log Collector", and select Yes when Windows asks for permission
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: Built-in Log Collector (NovaBACKUP 19.4 to 21.x)

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 3: Standalone Tool (All Versions)

1. Download LogCollector.exe

   • Primary link: novabackup.com/LogCollector.exe
   • Backup link: filestore.novabackup.com/Support/tools/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: NovaBACKUP_LogCollector_TICKET_DATE.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

• Only use if your ZIP file is under 50MB
• Attach via the Support Ticket page

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

Need Help? Contact support@novabackup.com