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Home > Support > Knowledgebase Saturday, November 22, 2008  
 

Troubleshooting Log entries for config.ini


When you are experiencing an unusual problem that takes more in depth research, there are utilities that can be added to your PC Data Backups config.ini file to help Remote Data Baclups customer support diagnose the problem further.

Simply open the c:\program files\PC Data Backups\config.ini file (in any text editor) and then add the text (shown below in red) after the heading "[Internal]”.


cachelog=1
cbmail=1
cobackuplog=1
enginelog=1
mapilog=1
sessionlog=1

After this text has been added, run PC Data Backups until you have experienced the error you are trying to diagnose.

Then go to your "My Computer" or "Windows Explorer" find and then zip up the entire folder c:\program files\PC Data Backups\logsand then email it to:
support@pcdatabackups.com
It is always a good idea to send us your Windows Event Logs also.
How do I do this?
After you have performed this function, make sure to go back and delete the lines you just added to your config.ini file otherwise your log directory will grow very large.

If you are trouble shooting PST files, our engineers will need some information specific to this issue in order trouble shoot your issue. Please include the following information in your e-mail.
  1. The Version of Outlook installed on the PC
  2. What version of the PC Data Backups software is shown in your account? Please go to the >Help Menu, and then >About to find this.
  3. Is the Account you are using a local administrator account or not?
  4. Please search for, and then send us all "MAPISVC.INF" files on the pc (please note, and also send us, the location [full directory path] for each of these files)
  5. Please search for and then send us“Mailstructure.db” for the pst file.
    This can be located within C:\Program Files\PC Data Backups\Mail\pstname_hashed, For Example: It may look similar to this C:\Program Files\PC Data Backups\MAIL\Outlook_5F147945F91073C6 (Your actual folder name will differ)


      

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