Getting help: diagnostics and the support bundle
The two things that turn a support question into a one-reply fix, exactly what each contains, and how to reach Genie9 support.
On this page
Most problems are solved in one reply when the message carries two things: the diagnostics and the support bundle. Both take seconds, and neither sends anything by itself.
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.
- The form cannot carry a file. When support replies, answer that email with the support bundle attached.
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.