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Barracuda ECHOplatform

Contacting Barracuda MSP Partner Support

  • Last updated on

How to Contact Barracuda MSP Partner Support

Barracuda MSP Partner Support hours are Monday - Friday 8 am - 9 pm EST. Contact Barracuda MSP Partner Support by:

During weekends and holidays, coverage during business hours is provided by email only.

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Common Issues You Can Check

Here are some common issues you can check before seeking support.

  • Access the logs for flagged issues through the management portal or on the local software.
  • When a failed backup notice is received, try to reproduce the issue or manually run a backup.
  • Check the network and environmental variables that could cause a backup to fail.
    • Check Event Viewer for corresponding errors
    • VSS writers
    • Permissions
    • Connection/Firewall/Anti-virus
  • Check the Knowledge Base for relevant articles.

Preparing for Support

When you contact the Partner Support Team, be ready to provide the following:

  • The user name of the account with the issue and the computer ID.
  • Any warnings, exceptions, or error messages.

If an existing case, have that case number available so Support can access it to find all relevant information. Depending on the backup solution, a remote connection to the machine may be necessary.

 

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