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Manually collect debug logs

While the preferred channel for contacting support is the Management Console's support form, which automatically collects and uploads all necessary debug logs, you may need to collect debug logs from affected hosts manually.

Follow the guides below to find the appropriate locations and collect the necessary files. Once the files are located and prepared for upload (for example, archived), upload them using the link provided by a support engineer.

Management Console

Management Console debug information is located in the Management Console storage folder.

To collect Management Console debug logs:

  1. Stop the Management Console.

  2. Navigate to the storage folder:

    • Windows: C:\ProgramData\Resilio\Connect Server
    • Linux: ${resilio-connect-server}/var/data/*.log

  3. Select all files with .log and .gz extensions.

    Note

    If the file browser does not show files' extensions, select all files starting with:

    • common*
    • w0-*
    • audit*
    • db*

  4. Add the files to a zip or tar archive, then upload the resulting archive using the link provided by a Resilio support engineer.

Agent

Agent debug information is located in the Agent storage folder.

To collect Agent debug logs:

  1. (Optional) Stop the Agent.

  2. Navigate to the storage folder:

    • Windows:

      Resilio 6.0 and newer:

      • End user Agents: %USERPROFILE%\AppData\Roaming\Resilio Connect Agent
      • Primary Storage Agents: C:\ProgramData\Resilio\Connect Agent

      Active Everywhere 5.1 and older:

    • macOS: /Users/username/Library/Application Support/Resilio Connect Agent

    • Linux:

      • Installed from a tarball archive: ./sync in the current directory from which the Agent is launched.
      • Installed from a package and running as a service: /var/lib/resilio-agent or the path pointed to by the --log argument.
      • Installed from a package and running as the current user: /home/username/.config/resilio-agent or the path pointed to by the --log argument.
      • Management Console Agent: {resilio-connect-server}/var/agent

    • Synology: /usr/local/resilioagent/var

    • Western Digital: /mnt/HD/HD_a2/Nas_Prog/ResilioAgent/settings
    • QNAP: /share/CACHEDEV1_DATA/.qpkg/ResilioAgent/storage

  3. Select all files with .log and .zip extensions.

    Note

    If the file browser does not show file extensions, select:

    • Files starting with sync*, including sync.log##### where ##### is the Unix timestamp.
    • .dmp files if present.

  4. Add the selected files to a zip or tar archive. Upload the resulting archive using the link provided by a Resilio support engineer.

Proxy

Proxy server logs are located in:

  • Windows: C:\ProgramData\Resilio\Connect Proxy
  • Linux: ./sync in the current directory from which the proxy is launched

Tracker

Tracker server logs are located in the Tracker's storage folder. The default location is as follows:

  • Windows: C:\ProgramData\Resilio\Connect Tracker\tracker.log
  • Linux - built-in Management Console: ${resilio-connect-server}/var/tracker/tracker.log
  • Linux - stand-alone (tarball): .tracker folder in the current directory, from which the Tracker is launched (not where the binary is located)
  • Linux - stand-alone (DEB/RPM package): /var/opt/resilio-connect-tracker/tracker.log