Collecting Logs to Troubleshoot a WCN Issue

You can troubleshoot issues related to replication, recall, space reclamation, shell extensions, SMB access, and cloud connectivity by using the information provided in error and warning messages in the following logs.

For troubleshooting assistance, use this email address to contact Wasabi Support: support@wasabi.com. To expedite the resolution time, be sure to share these logs with Wasabi Support.

Traverse Logs

If a file on the local source is represented by but the file does not exist in the cloud, the Antivirus installed on the server may be interfering with the replication or sync of the file. To learn more, you can collect traverse logs by following the steps below.

1. Open the Command Prompt as an administrator.

2. Change the directory to “C:\”.

3. Run the following command.

   “tiercli utils traverse «Path to the parent folder» tofile”

4. Traverse.log will be created in the C drive. Be sure that it contains the data and is not a 0 Byte file.

WCN Diagnostic Logs

To collect WCN diagnostic logs:

1. Navigate to C:\ProgramData\Wasabi\backup\logs\.

2. Investigate these log files for any errors.

3. Share these files with Wasabi Support for further analysis.

Event Viewer Logs

To collect Event Viewer logs:

1. Open the Event Viewer.

2. Navigate to Event Viewer (Local).

3. Double-click Applications and Services Logs.

4. From the drop-down, select Wasabi Cloud NAS.

5. Right-click Wasabi Cloud NAS.

6. On the right pane, click Save All Events As…

7. Provide a file name.

8. In the Save as type field, click the drop-down to select CSV.

9. Save the logs locally.

DebugView Logs

To collect DebugView logs:

1. If you do not have DebugView installed (and if permitted by your IT administrators), download DebugView v5.02.

2. Run the DebugView executable.

3. Capture the log for either the day or the duration that the retest was performed.