If you’re one of our Managed Services customers and you submit a helpdesk ticket because an error message popped up on your screen, it is generally very helpful for us to be able to see the full text of that error message. Rather than writing down the entire message which can sometimes be very lengthy, you can capture the information and send it to us using our management agent.
In your system tray (the lower right corner of the Windows task bar), there is an icon for our agent which looks like a little blue ball with white stripes.
If you click on this icon, a menu will pop up and one of the options will be Screen Capture.
Clicking on this option will send us a current capture of your screen, complete with whatever error message is on screen at the time.
Then when you submit the helpdesk ticket by calling us or emailing email@example.com, just mention that you sent us a screenshot. We’ll be able to find it in our management interface.
If you are one of our Managed Services customers, one of the services provided to you is scheduled patching of your computers . Microsoft releases patches on a regular basis as do some other application vendors and our remote management software (LabTech) will apply these patches to your machines as needed and as approved by our staff.
Once patches are applied to your machine, if those patches require a restart of the computer you will be prompted by LabTech to reboot your computer with the dialog box below.
If it is inconvenient for you to restart your computer at the time the reboot is requested, you can simply dismiss the dialog by clicking the No button. The dialog box will count down from 90 seconds and if no response is given during that time the dialog box will dismiss itself and not restart the computer. This is to prevent loss of unsaved data should you be away from your computer and not able to answer the question in a timely fashion.
If the dialog box is dismissed it will pop back up hourly to remind you that a reboot is needed. Since the patches will not be effective until after the restart, it is a good idea to save any unsaved work and allow the reboot as soon as possible.
How to understand backup operations using the DS-Client logs
For Lewan Managed Data Protection customers wanting additional information beyond what is available in the daily or weekly reports, the Asigra software provides the ability to look at the DS-Client activity logs. This post assumes that the user has installed or been given access to the DS-User interface and is able to connect to their DS-Client server.
A previous blog post (http://blog.lewan.com/2012/03/29/asigra-ds-user-installation-and-log-file-viewing/) addressed the installation of the DS-User along with some basics on the activity logs. This post will provide additional detail regarding the data provided by the activity logs.
Open the DS-User interface and connect to the appropriate DS-Client
From the menus select “Logs” and open the “Activity Log”
Set the parameters for logs desired
By default the system will display all logs for the current and previous days. For this exercise only backup activity will be required. The date and time range as well as specific nodes (backup clients) or backup sets can also be selected.
Once all options have been set, click the “Find” button to locate the specified logs.
For each set backed up, the start time, end time and total duration of the backup job can be observed. Each column can be sorted to assist in viewing.
On line Data Changed
The column labeled “Online” indicates to total size of changed files for the backup. That is the total amount of space used by all files which had any chage since the last backup session. For example a server with a 30 GB database which has daily updates and 4 new 1 MB documents would show 32,216,449,024 (30 GB + 4 MB). This is the amoutn of data copied from the backup client to the DS-Client.
Data Transmitted to the cloud
The column labeled “Transmitted…” shows the actual amount of data changed and copied to the cloud based device. This is the amount of data contained in changed blocks from all of the changed files, after compression and encryption. If, in the example above, the database file only had 1 MB of changes the Transmitted column would contain a number similar to 5,242,880 (roughly 5 MB).
Determining error and warning causes
In some cases a backup set will show a status of “Completed with Errors” or “Completed with Warnings”. In most cases the errors and warnings are inconsequential but should usually be looked at.
Select the line containing the backup set in question and click on the “Event Log” button
Backup Session Event Log
Each event in the backup session is listed in the log. Errors are flagged with a red ‘X’ and warnings with a yellow ‘!’. Selecting the event will show the detail. In the example shown above a file is stored for which the backup user does not have permission to read the file. Other common errors are due to a file being used by another process and a file which has been moved or deleted between the initial scan of the file system and the attempt to access it for backup.
In some cases there will be a large number of errors “The network name cannot be found.” These usually indicate that there is a problem with the network connection between the DS-Client and the backup target but could be caused by a reboot of the backup target or other connectivity issues.
For our Managed Data Protection customers, the Lewan Operations team checks backup sets for errors on a daily basis and will correct any critical issues.
The activity log can also be saved to a file (text or Excel spreadsheet) for additional analysis. Right-click anywhere in the activity log and select “Save As”. Used the resulting dialog to configure the location and file type.
@LewanCorp has added more capabilities for our customers around managed security.
Our fully managed security service may well be the simplest, most cost-effective way to protect your network from attack. We provide a state-of-the-art security technology, 24×7 redundant NOCs and dedicated security experts to monitor and defend your network. All your basic network security needs are covered with security domain expertise to monitor and respond to threats 24 x 7 x 365 as a compliment to our portfolio of comprehensive IT management solutions.
Managed Services Solution stack:
Infrastructure as a Service (IaaS)
Managed Security Services
Managed and Monitored IT Infrastructure Services
End-user ServiceDesk Support
Managed Cloud Backup Services
Hosted Email and Collaboration