Information to Include in a Support Request¶
To help Cloud4You Support diagnose a Veeam Cloud Connect issue more quickly, include basic information about the environment, the affected job, and the error.
The more accurate the information provided at the beginning, the fewer additional questions will be required during analysis.
Do not send passwords
Do not include the following in a support request:
- the Veeam Cloud Connect account password,
- the backup encryption password,
- administrator passwords,
- API keys,
- other authentication credentials.
If resolving the issue requires changing or resetting credentials, Support will provide the appropriate procedure.
Minimum information set¶
For every Veeam Cloud Connect request, provide at least:
1. Company name / service identifier
2. Veeam Backup & Replication version
3. Build number
4. Name of the affected job
5. Date and time when the problem occurred
6. Full error message
7. Whether the problem occurs continuously or intermittently
8. Since when the problem has been occurring
For Cloud Connect issues, it is also worth providing:
9. Name of the Service Provider in use
10. Cloud Gateway address
11. TCP connectivity test result
12. Service Provider Rescan result
13. Cloud Repository name
14. Free space / quota information
1. Veeam Backup & Replication version¶
In the Veeam console, go to:
Record:
Example:
Tip
Simply stating “Veeam 12” or “Veeam 13” may not be enough. For troubleshooting, it is best to provide the full build number.
2. Describe the problem¶
Briefly describe:
- what you are trying to do,
- what you expect to happen,
- what actually happens,
- whether it worked correctly before,
- when the problem first appeared.
Good example:
The Backup Copy Job to the Cloud Repository stopped working
on 03.09.2026 at approximately 23:15.
Until then, the job had completed successfully every day.
The local backup still finishes with Success status.
The problem affects all machines in the job.
Less useful description:
3. Provide the full error message¶
In the Veeam console, go to:
or open the history of the affected job.
Copy the full error message.
Example:
If the message contains multiple lines, include the entire message, not only the last line.
Info
A screenshot is useful, but if possible also include the error as text. This makes it easier to search for specific messages and error codes.
4. Provide the job name¶
If the issue concerns a backup or Backup Copy Job, provide the exact job name.
Example:
If the problem affects a specific machine, include its name as well.
Example:
5. Provide the time of the issue¶
Provide the date and time as accurately as possible.
Example:
This is particularly important when analyzing logs.
Tip
If the error occurred several times, provide the date and time of the most recent occurrence that can be found in the logs.
6. Test connectivity to the Cloud Gateway¶
If the issue concerns:
- connection to the Service Provider,
- Backup Copy Job,
- Cloud Repository,
- restore from the cloud,
run the following on the Veeam server:
Include the result, especially:
Example of a successful result:
If Cloud4You provided a different port for the service, use that port.
7. Check DNS¶
If the Cloud Gateway is configured using a DNS name, run:
or:
If name resolution fails, include the result in the support request.
8. Rescan the Service Provider¶
Go to:
Right-click the Cloud4You Service Provider and select:
In the support request, provide:
or the full error message if the operation failed.
Info
Rescan provides a quick way to verify connectivity with the Cloud Connect infrastructure and refresh resources assigned to the account.
9. Check the Cloud Repository¶
Go to:
Provide:
- Cloud Repository name,
- whether the repository is visible,
- total allocated quota,
- amount of free space.
Example:
If the issue appeared after a quota change, also perform:
10. Check the source backup¶
If the issue concerns a Backup Copy Job, verify that the source backup works correctly.
Provide:
Example:
If the source backup is not creating new restore points, the Backup Copy Job may have no new data to copy.
11. Information about recent changes¶
If the issue appeared after a configuration change, mention it in the support request.
Changes that are particularly relevant include:
- Veeam Backup & Replication update,
- Cloud Connect password change,
- firewall change,
- DNS change,
- Internet provider change,
- proxy or NAT change,
- repository change,
- retention change,
- Veeam Backup Server migration,
- operating system change,
- network configuration change.
Example:
12. Export Veeam logs¶
If basic troubleshooting does not identify the problem, include Veeam logs.
Veeam recommends using the built-in Export Logs wizard because it collects logs related to the selected job or component into one archive.
In the Veeam console, go to:
Then:
- select the log scope,
- select the affected job or component,
- choose a time range covering the error,
- select the destination directory,
- start the export.
Veeam will create an archive containing the logs.
Do not export unnecessary history
If the problem occurred on a specific day, select a time range that covers the event. This reduces the archive size and makes analysis easier.
Exporting logs from the Web UI¶
In Veeam Backup & Replication 13, logs can also be downloaded from the Web UI.
Go to:
The available options depend on the Veeam version and configuration in use.
Log locations on the server¶
The standard location of the main Veeam Backup & Replication logs in Windows is:
Installation and update logs are stored in:
Note
Whenever possible, use the built-in Export Logs function instead of manually copying individual files. This makes it easier to collect a complete set of data required for troubleshooting.
13. Screenshots¶
It is worth including a screenshot if:
- the error is visible only in the interface,
- the problem concerns job configuration,
- the console state is difficult to describe clearly.
The screenshot should show:
Before sending it, make sure the screenshot does not contain:
- passwords,
- keys,
- secrets,
- data you do not want to share.
14. Information for performance issues¶
If the request concerns slow transfer to the Cloud Repository, also provide:
Data size:
Amount of data transferred:
Session duration:
Average speed:
Bottleneck reported by Veeam:
Internet connection bandwidth:
Also indicate whether the problem affects:
- the first full transfer,
- subsequent incremental copies,
- all jobs,
- only one job.
Example:
This information helps distinguish a network issue from a source storage, proxy, or repository limitation.
15. Information for restore issues¶
If the problem concerns a restore, provide:
Restore type:
Machine / backup:
Restore point:
Restore point date:
Target location:
Full error message:
Example:
For Entire VM Restore, also provide:
- virtualization platform,
- target host or cluster,
- target datastore / storage,
- whether the restore is to the original or a new location.
16. Information for issues after an update¶
If the issue appeared after a Veeam update, provide:
and:
If the update was performed using an image provided by Cloud4You, you can also provide the name of the ISO image used.
Related guide:
What should not be sent?¶
Do not include the following directly in a support request:
✗ Cloud Connect password
✗ backup encryption password
✗ Windows administrator password
✗ API keys
✗ private keys
✗ hypervisor login credentials
If Support needs additional access or authentication information, a secure method of providing it will be agreed separately.
Ready-to-use support request template¶
You can copy the template below and complete it before submitting a support request:
Subject:
Veeam Cloud Connect - [short description of the problem]
Company name:
[complete]
Service identifier:
[if known]
Veeam Backup & Replication:
Version:
Build:
Problem description:
[what does not work]
Problem has been occurring since:
[date and time]
Did it work correctly before:
YES / NO
Job name:
[complete]
VM name:
[if applicable]
Full error message:
[paste the message]
Cloud Gateway:
[address]
TCP test:
TcpTestSucceeded: True / False
Service Provider Rescan:
Success / Failed
Cloud Repository:
[name]
Quota:
[value]
Free space:
[value]
Latest successful source backup:
[date and time]
Recent changes in the environment:
[none / description]
Attachments:
[ ] screenshot
[ ] Veeam log export
Quick checklist before sending a request¶
Before submitting the request, check:
[ ] I provided the Veeam version and build
[ ] I provided the job name
[ ] I provided the date and time of the error
[ ] I included the full error message
[ ] I ran Test-NetConnection
[ ] I performed a Service Provider Rescan
[ ] I checked the Cloud Repository and quota
[ ] I described recent changes
[ ] I exported logs if necessary
[ ] I did not include any passwords or secrets
A well-prepared support request can significantly shorten the initial troubleshooting stage.