Enable on Windows server

1. Open Services console and stop Druva Phoenix Agent Client Service.
2. Open Task Manager and kill all Druva or Phoenix related processes.
3. Take a backup of Phoenix.cfg from  C:\ProgramData\Phoenix\NAS
4. Open Phoenix.cfg file in Notepad.
5. Look for DEBUGLEVEL flag and change the value from DEBUGLEVEL = 0 to DEBUGLEVEL = 9. 
6. Save the changes.
7. Start Phoenix Agent Client Service and initiate the backup/restore job.

Disable on Windows server

1.  Open Services console and stop Druva Phoenix Agent Client Service.
2. Open Task Manager and kill all Druva or Phoenix related processes.
3. Take a backup of Phoenix.cfg from  C:\ProgramData\Phoenix\NAS.
4. Open Phoenix.cfg file in Notepad.
5. Look for DEBUGLEVEL flag and change the value from DEBUGLEVEL = 9 to DEBUGLEVEL = 0. 
6. Save the changes.
7. Start Phoenix Agent Client Service and initiate the backup/restore job.

After the Enable/Disable completes or terminates, zip and upload the following files to the case:

• Zip of C:\ProgramData\Phoenix\logs folder.

• Windows Application and System event logs in .evt or .evtx format.

• Job logs of the failed or terminated job.

Disable on Linux server

1. Open terminal with Admin rights and Stop the Phoenix Agent service using the command:
   
   /etc/init.d/Phoenix stop
2. Verify if any Phoenix processes are still running.If any process is still found running, kill the process with the following command:
   
   ps -ef| grep -i Phoenix
Kill -9 <process id>
3. Browse to /etc/Phoenix/NAS/Phoenix.cfg and take backup of Phoenix.cfg.
4. Open Phoenix.cfg in VI editor and change value of DEBUGLEVEL = 9 back to DEBUGLEVEL = 0.
5. Save-Quit the changes.
6. Start Phoenix Agent Client Service and initiate a backup/restore job.
   
   /etc/init.d/Phoenix start

Collect the Logs from Linux server

After job completes or terminates then collect the below logs and zip in one folder

1. Logs from server location:

   1. /var/log/Phoenix

   2. /var/log/messages

2. Failed or Terminated Job Logs from Phoenix Management Console.

Collect the Logs from Windows server

After job completes or terminates then collect the below logs and zip in one folder

1. Logs from server location:

   1. C:\ProgramData\Phoenix

   2. Windows Application and System event logs in the .evt or .evtx format.

2. Failed or Terminated Job Logs from Phoenix Management Console.

Upload the Logs

• If the zip/log file is below 4.5 MB then you can directly send us by attaching it to the email or uploading via support portal on the case.

• Else, Go to https://upload.druva.com/

  • Enter the case number in the Ticket Number field.

  • Click Choose File and add the compressed files to upload.

  • Click Upload. 

  • Notify the support engineer about the logs uploaded through Portal by responding to the ongoing support ticket.