arcserve-KB : Using the CA Diagnostic Wizard To Collect Information for Support

Last Update: 2015-09-09 21:52:07 UTC
Last Modified Date:    09/19/2011
Document ID:    TEC554474
Tech Document
Title:  Using the CA Diagnostic Wizard To Collect Information for Support


This document is intended to help the reader install and use the CA Diagnostic Wizard utility (CADIAGWIZ) to collect logging and diagnostic information as requested by CA Technical Support.

The CA Diagnostic Utility collates commonly requested ARCserve Backup logs, agent logs and configuration files, along with other generic Windows system documentation such as event logs, and network information.

The information collected is configurable, and should your company security policy dictate that you are not able to send some of the information normally collected, you have the option to de-select these components.


Installing the CA Diagnostic Utility

If you did not install the CA Diagnostic Utility when you installed the host server (This is selected automatically for CA ARCserve Backup v12.x and later), then you will need to run setup.exe from the CA ARCserve Backup Product CD or a dump of the installation file.

Run setup.exe as you would normally to install the product, and scroll down to the bottom of the installable products list (screenshot shows the ARCserve v16.0 Product list):

Figure 1

Figure 2

Figure 3

From the screenshot above you can see a green checkbox next to the Diagnostic utility which means that it is not currently installed, but will be installed if you choose to continue. If the checkbox next to the Diagnostic Utility is a full grey checkbox, this means that it is ALREADY installed.

If you need to install it, please continue by pressing 'Next' and following the prompts until installation is completed.

Generating the Report for Support

The Diagnostic Wizard can be run from the START menu on the machine it was installed to:

Figure 4

After a few seconds, you will be presented with the following welcome screen:

Figure 5

Click on 'Next' to continue:

Figure 6

You should now see the machine name you are collection information for, and a full green checkbox next to it. By default we will collect all information relating to that machine.

If you want to see what information is about to be collected, please click on the '+' sign next to the machine name. This will build a tree below the machine name, indicating what information is about to be collected:

Figure 7

You are now asked to choose the type of report you want to create. Each of these options has separate sub-options which can also been expanded and selected, or deselected (in a similar way to if you were configuring a job in the CA ARCserve backup manager).

Figure 8

If you have no restrictions on information that you are able to send, we would ask that you leave everything selected. This will help Support to understand the problems you are experiencing with as much supporting documentation available as possible, and also helps if we need to cross-reference any information.

Once you are happy with your selection, click on 'Next' to continue:

Figure 9

Select where you would like to save the compiled report, and click on 'Next' to continue:

Figure 10

Before the information is collated into a .caz file a summary is provided, indicating which information has been selected, and will be collated into the .caz file.

If you are happy with the information that is about to be collected, then click 'Next' to continue, else, click '< Back' to go back and change your selection:

Figure 11

Whilst the information is being collected the 'Collecting Status' field will show the specific item being collated, and the traffic light next to the machine name will flash between green and yellow.

When the utility has finished collecting the information then you should reach a screen similar to the following:

Figure 12

If you are interested in what information has been packaged into the .caz file, it can be extracted like any other .caz file, by using the cazipxp.exe utility from the command line (cazipxp 'u filename.caz), or you can use the diagnostic file viewer which is installed with the Diagnostic Utility. It can be selected from the same start menu branch you selected the Wizard from, and the specific item is called 'Diagnostic Report Manager'.

Depending on the size of the resulting file, CA Technical Support may ask you to e-mail the resulting .caz file (if it is less than 5Mb), or may create an area on our FTP server for you to upload the information to.

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