Getting help: Send to support, diagnostics and the support bundle
Send to support gets your details to Genie9 in one click, with a reference to quote. Or send the diagnostics and the support bundle yourself: what each contains, and how to reach support.
On this page
Most problems are solved in one reply when support has the details. Send to support gets them to Genie9 in one click. You can also send the diagnostics and the support bundle yourself; neither of those sends anything by itself.
Send to support#
Send to support… is in Ctrl+K, on the Activity page, in Settings ▸ Advanced and Settings ▸ About, and on the report of a run that did not complete, where it includes that run.
- Say what happened, if you like, and check Answer me at: your sign-in address, or another one. Without an address, quote the reference when you write to support.
- What is sent lists it: the app's logs, the run you were looking at and the last 10 runs, your jobs' and the app's settings without passwords or keys, the Windows version, your drives and their free space, and the app's version. Never your files or what is in them; file and folder names do appear in the logs and reports. See the files first saves the same files on this PC so you can read them.
- Press Send. You get a reference such as GBM-7K3Q9P, with Copy, and the answer comes by email.
It works in every edition, signed in or not. Genie9 keeps the details for 90 days; the privacy notice (section 6) says who uses them and why. Save to a file instead writes the support bundle below and sends nothing.
Copy diagnostics#
Settings ▸ About ▸ Copy diagnostics puts a short text on the clipboard: the app and agent versions and platform, the Windows build, this PC's device ID, the agent's mode and whether it runs as administrator, your edition, licence type and trial dates, the agent's state and its last connection error, the Genie9 server the app uses, and the install and data folders. Paste it into your message.
The data folder path contains your Windows user name.
The support bundle#
Settings ▸ Advanced ▸ Create a support bundle (or Export… on the Activity page) writes a zip to %APPDATA%\GBM AI\support (%ProgramData%\GBM AI\support in service mode) and opens the folder. It holds:
- every log in the logs folder;
- your settings, with every password and secret replaced by
***; - your job files, without their encryption passwords or keys;
- the last ten run reports, with their logs;
- a system summary: agent version, mode, platform, the Windows build, the data and log folders, your drives with their kinds and free space, and your licence summary.
That means it does hold file and folder paths (your jobs' sources and destinations, and the files named in reports and logs), your signed-in email, the licence ID, this PC's device ID and the masked licence key. It does not hold the contents of any file you backed up, passwords, network credentials, S3 keys or your sign-in.
Open the zip and read it before you send it. Remove anything you would rather not share.
Contact support#
- Open Contact support on genie9.com.
- For Product, choose Genie Backup Manager AI (or Genie Backup Manager if that is what the list shows).
- In the message, say what you expected, what happened, and the error code if there was one. Paste the diagnostics, or the reference if you used Send to support.
- The form cannot carry a file. When support replies, answer that email with the support bundle attached, unless you already sent it with Send to support.
Email support is included while your updates and support year is active (Home and Pro). Everyone can use this help centre.
Reading the logs yourself#
Settings ▸ Advanced ▸ Open logs folder. There is one file per day, agent-YYYY-MM-DD.log, newest last. Lines carry the time and are tagged by job and run, so searching for the time of a run finds its story. Log level (Info by default) can go to Debug while you reproduce a problem; set it back afterwards, because Debug writes a lot.