How do I report a problem and make a support bundle?

Report these at once

A restore that finished but left wrong or missing data.
A backup that says "Success" but cannot be restored.
Anything that hurt a running site or the panel.

1. Write down what happened

When: date, time and time zone. Logs use the server clock.
Where: the job name (and ID), the account, the destination type, and the panel and version (for example "cPanel 11.138" or "DirectAdmin 1.710").
What you did: the steps, in order, and whether it was a scheduled run or Run now.
What you expected and what happened: the exact error text, ideally with a screenshot.
How often: once, every time, or only on some accounts.
Anything unusual: a reboot, a service restart, an upgrade, a full disk, a panel update, a destination change.

Quote the version and build: under the BackupWall logo in the console (for example 0.9.0-beta.1 (v278)) or in Settings → Server → About.

2. Make the support bundle

Run on the BackupWall server as root:

backupwall-support-bundle

sudo backupwall-support-bundle works too; if your shell says "command not found", use /usr/local/sbin/backupwall-support-bundle. It writes /root/backupwall-support-<host>-<timestamp>.tar.gz (mode 0600). It runs at low CPU and disk priority, so it is safe while backups run, and usually takes under a minute.

Option	Meaning
`--since 7d`	How far back the system journal goes (default 7d).
`--output PATH`	Write the file to this path or folder.
`--max-log-mb N`	Limit each log file's part, in megabytes (default 20).
`--max-bundle-mb N`	Limit the whole bundle, in megabytes (default 100).
`--skip NAME`	Leave a part out: `version`, `config`, `system`, `panel`, `storage`, `services`, `database`, `redis`, `python`, `logs`. Repeat for more.
`--quiet`	Print only the path of the file.

Run it soon after the problem; old log lines are lost over time.

What is in it, and what is not

In it: operating system, kernel, memory, disk space and BackupWall version; the state of the services and recent log lines (the journal plus *.log and *.log.1); the state of the database; settings with secrets removed (passwords, tokens and keys are redacted).

Not in it: the contents of any account's files, databases or email, and your backup data.

Check it before you send it

Log lines and error messages can contain host names, file paths, account names, domains, email addresses, and job, destination and bucket names. Secrets are removed but these are not. If that matters, open the bundle first (tar tzf /root/backupwall-support-*.tar.gz) or leave logs out with --skip logs. Do not post it on a public site.

Never send

/etc/backupwall/backupwall.env (it holds the master key), your Disaster Recovery passphrase, a .bwdr file together with its passphrase, panel API tokens, destination keys or SFTP private keys. If you pasted a secret by mistake, tell PortWall.

Quick checks that often show the cause

systemctl list-units 'backupwall*' --no-legend --no-pager     # all six should be active
curl -s http://127.0.0.1:8087/api/v1/health/ready             # {"status":"ok","version":...}
df -h /var/lib/backupwall /opt/backupwall                     # free disk space
tail -n 100 /var/log/backupwall/worker.log                    # why a backup failed

Without the tool (an older install), collect: journalctl -u 'backupwall-*' --since "2 days ago" --no-pager, systemctl list-units 'backupwall*' --no-pager and the tail of worker.log, and check them for secrets.

Where to send it

Beta testers: the description and the bundle to the contact PortWall gave you with your invitation.
Customers: open a ticket at https://portwall.net/billing (Support → Open New Support Ticket) or write to [email protected]. Office hours are Sunday to Thursday, 09:00 to 18:00 Gulf Standard Time.
Security problems: [email protected], not an ordinary ticket.