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WD Backup: Collect Software Logs


IMPORTANT: WD Backup End of Support Notice!
WD Backup has reached its end of support life cycle.

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Acronis True Image for Western Digital can be used instead.
Answer ID 6550: Install and Uninstall Acronis True Image for Western Digital on Windows.

Download of this software provides a 5-year license to use it with your compatible drive. This software is available only under a limited time offer and must be redeemed by download and install within 90 days of purchase or by December 31, 2025, whichever is earlier. This offer may not be combined with other offers and is subject to change. Terms and conditions apply.

Use of this software requires download and installation to a system connected to at least one of the compatible Western Digital (WD, SanDisk, G-Technology) storage products. When using with the My Cloud NAS products, the software must be running from an operating system on the same local network.

Acronis True Image for Western Digital will only backup files and folders physically stored on the local drive. It will not backup or pull data hosted remotely in Cloud Services such as Dropbox, Box, Google Drive, OneDrive.


Collecting the WD Backup logs


Follow the steps below on how to collect and submit the logs to the support for additional review.

Please make sure that hidden files and folders are enabled. For additional information, please refer to the Microsoft Article 14201

  1. Locate the following folders and files on the Windows computer

  2. C:\Users\USERNAME\AppData\Local\Temp (WD_Backup_20161229154222, WD_Backup_20190207095329_000_BackupPluginSetup, etc.)


    These logs are generated right after the installation and may disappear after a few minutes. To collect these logs, please check this location right after the installation or installation attempt.

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    C:\ProgramData\Western Digital\Logs\WD Backup


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    C:\ProgramData\Western Digital\Logs\WD Backup\Username (different for each computer)


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    C:\Users\All Users\Western Digital\Logs\WD Backup


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    C:\Users\All Users\Western Digital\Logs\WD Backup\Username (different for each computer)


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    C:\ProgramData\Western Digital\Logs\WD App Manager\Username (different for each computer)


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  3. Contact Us to create a case or you can attach it to your existing case if you already have one
  4. Go to the Desktop
  5. Right click on the Desktop background
  6. Click New and select Folder

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  8. Name the folder logs-MMDDYY(date created)-1xxxxxxx (your case number)
  9. Copy the file and WD Software folders to the logs-MDDYY(date created)-1xxxxxxx (your case number) folder.
  10. Right click on the folder logs-MMDDYY(date created)-1xxxxxxx (your case number) and select Send to Compressed (zipped) folder

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  12. Log in to WD Support Portal to attach the logs (less than 5 MB) to your corresponding case

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Details
Answer ID 11220
Published 08/20/2018 01:36 AM
Updated 05/12/2022 09:59 AM

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