Use the Retrieve Log function to collect a diagnostic snapshot from your LTO drive, then submit it directly to Symply Support without leaving the app.

TABLE OF CONTENTS

Retrieve Log - Screen Recording 

Duration: 2:04


Overview

When a drive shows a health warning, an unexpected test result, or unusual behaviour, Symply Support will often ask for a drive log — a diagnostic file captured directly from the drive's internal memory. SymplyATOM2 collects this file automatically and can upload it to a new or existing support ticket in a single step.

No tape cartridge needs to be loaded to retrieve a log, however if your drive displays '6' on its SCD we would recommend loading or leaving loaded the tape that was present when the Error Code '6' appeared. The process typically completes in under a minute.

Step 1 — Select your drive and open Retrieve Log

1
Click the drive you want to diagnose in the Drives panel on the left. The drive's details will appear in the main area.
2
Scroll down to the Maintenance section and click Retrieve Log. Alternatively, click the Log icon in the toolbar at the top of the window.
SymplyATOM2 main window showing Retrieve Log in the Maintenance section
The Retrieve Log button is in the Maintenance section. The toolbar Log icon provides quick access to the same function.
No tape requiredYou do not need a tape cartridge inserted to retrieve a drive log. The diagnostic data is stored inside the drive itself.
If your drive displays an Error Code '6' insert and  Load  the tape that was present when the '6' appeared on the drive's display - doing so ensures we capture all the logging related to the tape also.


Step 2 — Wait for the log to be collected

SymplyATOM2 will communicate directly with the drive. During this time the drive entry in the sidebar will show Retrieving… and all other drive actions will be temporarily disabled. The toolbar Log icon will animate to indicate progress.

The status bar at the bottom of the window shows the output folder path where the log file will be saved when complete.

SymplyATOM2 with Retrieve Log in progress, showing Retrieving spinner and running status bar
The drive card shows "Retrieving…" and the status bar shows the destination folder. Other controls are disabled until the operation completes.

Step 3 — Review the result

When the log has been collected, a result sheet will appear confirming the drive serial number and the number of files written.

Log Retrieved result sheet with Show in Finder, Submit to Support, and Done buttons
The Log Retrieved sheet confirms the drive serial and that 1 file was written. From here you can open the folder, submit directly to support, or dismiss.

From this sheet you have three options:

  • Show in Finder — Opens the folder containing the log file on your Mac (Windows: opens in File Explorer). Useful if you want to attach the file manually to an email or ticket.
  • Submit to Support — Opens the Submit Support Request window to upload the log and create or update a Symply support ticket. This is the recommended option.
  • Done — Closes the sheet without submitting. You can submit later using the Support toolbar button.

Step 4 — Submit to Support

Clicking Submit to Support opens the Submit Support Request window. This builds a compressed diagnostic bundle, uploads it securely to SymplyNEBULA, and either creates a new support ticket or adds a note to an existing one.

What's included in the bundle

ItemIncludedNotes
Full System Information report (.spx)AlwaysmacOS system profile — hardware, OS, connected devices
Network state snapshotsAlwaysSysdiagnose-style triage data
Support context & manifest filesAlwaysApp version, drive details, current drive state
Current SymplyATOM2 session logSelected by defaultApplication log from the current session
Latest Retrieve Log outputSelected by defaultThe drive diagnostic file collected in Steps 1–3. Shows how recently it was captured.
Host Validation, Run Test, Full WriteOptionalOnly available if those tests have been run. Greyed out otherwise — run the relevant test first to include.
Firmware Upgrade outputOptionalOnly included if a firmware upgrade was performed within the last 24 hours.
Crash reportsOptionalInclude if SymplyATOM2 has crashed or behaved unexpectedly.

An estimated bundle size is shown before you submit, so you know what will be uploaded.

Option A — Create a new support ticket

Select Create new ticket if you have not already contacted Symply Support about this issue.

Submit Support Request sheet showing Create new ticket tab
The Create new ticket tab. Fill in your email address, a brief subject, and a description of the issue before clicking Upload and Submit.
  1. Confirm or enter the email address associated with your Symply account.
  2. Enter a short Subject summarising the problem (e.g. LTO-8 drive health warning — head element fault).
  3. In the Description field, describe what you observed: what you were doing, what happened, and any error messages shown in the app.
  4. Review the Bundle contents checklist and tick any additional items you want to include.
  5. Click Upload and Submit.
Write a good descriptionThe more detail you provide — what you were doing, what error appeared, whether the issue is intermittent — the faster Symply Support can diagnose the problem. A Current app context summary at the bottom of the form shows the drive state at submission time.

Option B — Add diagnostics to an existing ticket

Select Annotate existing ticket if Symply Support has already opened a case and asked you to provide logs.

Submit Support Request sheet showing Annotate existing ticket tab
Enter your email address and the Ticket ID from your existing support case, then click Verify to confirm ownership before submitting.
  1. Enter the email address used when the original ticket was raised.
  2. Enter the Ticket ID number from your existing support case (found in the subject line of any Symply Support email, e.g. #6485).
  3. Click Verify. SymplyATOM2 will confirm the ticket exists and belongs to your email address.
  4. Once verified, add a Description describing what has changed or what new information you are providing.
  5. Review the Bundle contents and click Upload and Submit.
Annotate existing ticket with ticket verified showing green confirmation
After clicking Verify, a green confirmation shows the ticket subject. The "Open in Symply Support" link lets you review the ticket in your browser before submitting.
Ticket ownership checkThe Ticket ID must have been raised using the same email address you enter. If verification fails, double-check both the ticket number and the email address. Contact support@gosymply.com if you are unsure which email was used.

Step 5 — Submission confirmed

After clicking Upload and Submit, SymplyATOM2 compresses the bundle, uploads it securely to SymplyNEBULA, and attaches it to your ticket. When complete, a green confirmation message shows the ticket number.

Submit Support Request sheet showing green confirmation: Support submission complete
The green banner confirms the ticket number. Use the action buttons to reveal the uploaded bundle, copy a direct link, or open the ticket in your browser.

The following actions are available after a successful submission:

  • Reveal Bundle — Opens the folder containing the uploaded bundle file on your Mac.
  • Copy Link — Copies a direct link to the uploaded bundle to your clipboard.
  • Open in Symply Support — Opens your support ticket in a browser so you can track progress or add a reply.
  • Done — Closes the window. Symply Support will contact you via email when there is an update.

Submitting without running Retrieve Log first

You can open the Submit Support Request window at any time by clicking the Support button in the toolbar — you do not need to have just run Retrieve Log. However, if a log has not been retrieved recently, the Latest Retrieve Log output item in the bundle contents will be greyed out or will show a stale timestamp.

For the most useful diagnostics, Symply Support recommends running Retrieve Log immediately before submitting.

Frequently asked questions

What if the Upload and Submit button stays greyed out?

For a new ticket, make sure the Subject field is not empty. For an existing ticket, make sure you have clicked Verify and received a green confirmation before attempting to submit.

Do I need an internet connection?

Yes. The bundle upload and ticket creation both require an active internet connection. If you are offline, use Show in Finder to locate the log file and attach it manually to a support email.

Where are log files stored locally?

On macOS: ~/Library/Logs/SymplyATOM2/RetrieveLog/
On Windows: %LOCALAPPDATA%\SymplyATOM2\RetrieveLog\
Each retrieval creates a subfolder named with the drive serial number and timestamp. Log files are automatically cleaned up after 30 days.

Can I include logs from multiple drives in one submission?

Each submission is associated with the currently selected drive. To include logs from a second drive, select that drive, run Retrieve Log, and submit a separate ticket or annotate the same existing ticket with a second submission.

If you have any questions please submit a [support ticket]