Troubleshooting is an important, complex, and frequently frustrating activity.
Here are some resources to help you troubleshoot effectively and as smoothly as possible.
To ensure the security of your backup/recovery appliances, keep them up to date
with regular security patches, fixes, and updates. The Backup and DR Service update
policy
outlines the importance of timely updates. Failure to comply with the policy can
result in the appliances falling out of support under the Backup and DR terms
and conditions.
To resolve backup/recovery appliance issues, contact the Backup and DR Service support team.
If needed, you must do either of the following:
Share the serial console of the backup appliance with the support team. For
details on how to obtain serial console information, see
Troubleshooting using the serial console.
Alternatively, ensure that your instance is on the same network from which
you can access the backup/recovery appliance with port 26.
The best solution is prevention
A system configured according to best practices is less likely to run into
trouble. Many problems can be traced to fundamentals such as software
versions, requirements, and permissions. Refer to the
Support Matrix and
to the Release Notes whenever
your network changes.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eBackup and DR Service support is available through the Google Cloud Support Center, where you can also manage cases.\u003c/p\u003e\n"],["\u003cp\u003eComprehensive product documentation, including troubleshooting guides and FAQs, is available for detailed information.\u003c/p\u003e\n"],["\u003cp\u003eFor troubleshooting, resources include the support matrix, error message lookup, system logs, and the Google Cloud Community.\u003c/p\u003e\n"],["\u003cp\u003eRegular security updates to backup/recovery appliances are crucial, as detailed in the Backup and DR Service update policy, to avoid loss of support.\u003c/p\u003e\n"],["\u003cp\u003eWhen resolving appliance issues, provide the support team with the serial console or ensure accessibility to the appliance on port 26.\u003c/p\u003e\n"]]],[],null,["# Get support\n\nSupport for Backup and DR Service is provided through the\n[Google Cloud Support Center](/support/docs/manage-cases).\n\nYou also have full [product documentation](/backup-disaster-recovery/docs/performance/backupdr-documentation).\n\nTroubleshooting\n---------------\n\nTroubleshooting is an important, complex, and frequently frustrating activity.\nHere are some resources to help you troubleshoot effectively and as smoothly as possible.\n\n- [Check the support matrix](/backup-disaster-recovery/docs/supportmatrix-backupdr)\n- If you have an error message, see [Event IDs and error messages](/backup-disaster-recovery/docs/event-codes).\n- You can gain valuable context from your system logs, see [download system logs](/backup-disaster-recovery/docs/concepts/logs).\n- If it's something else, then create a support case at the [Google Cloud Support Center](/support/docs/manage-cases).\n- Ask your question in the [Google Cloud Community](https://www.googlecloudcommunity.com/gc/forums/filteredbylabelpage/board-id/cloud-infrastructure/label-name/backup%20and%20dr).\n- Check the [FAQs](/backup-disaster-recovery/docs/faq).\n\n- To ensure the security of your backup/recovery appliances, keep them up to date\n with regular security patches, fixes, and updates. The [Backup and DR Service update\n policy](/backup-disaster-recovery/docs/bulletins/backupdr-update-policy)\n outlines the importance of timely updates. Failure to comply with the policy can\n result in the appliances falling out of support under the Backup and DR terms\n and conditions.\n\n- To resolve backup/recovery appliance issues, contact the Backup and DR Service support team.\n If needed, you must do either of the following:\n\n - Share the serial console of the backup appliance with the support team. For details on how to obtain serial console information, see [Troubleshooting using the serial console](/compute/docs/troubleshooting/troubleshooting-using-serial-console#enabling_interactive_access_on_the_serial_console).\n - Alternatively, ensure that your instance is on the same network from which you can access the backup/recovery appliance with port 26.\n\nThe best solution is prevention\n-------------------------------\n\nA system configured according to best practices is less likely to run into\ntrouble. Many problems can be traced to fundamentals such as software\nversions, requirements, and permissions. Refer to the\n[Support Matrix](/backup-disaster-recovery/docs/supportmatrix-backupdr) and\nto the [Release Notes](/backup-disaster-recovery/docs/release-notes) whenever\nyour network changes."]]
