Knowledge Base

Using Wireshark you can collect network tracing logs

Introduction

Network tracing logs are useful to troubleshoot issues related to network connectivity. These logs can be obtained and viewed by Wireshark software.

Solution

Download the free Wireshark utility from http://www.wireshark.org/download.html. If you are not planning on keeping Wireshark installed on your system, then it is recommended to download and run the portable version.

Then do the following:

(!) Please note the IP of the source and target device. 

1. Run Wireshark;
2. Click Capture -> Interfaces... and click the Start button corresponding to the network adapter you are using for your network connection:

   

   

   Or if you just want to check why an Acronis product cannot send E-mail notifications (unencrypted on standard ports):

   • Close your E-mail software, if it is using the POP3 protocol;
   • Click on Capture Options in the main screen or press Ctrl-K;
   • Select the correct network interface;
   • Add as Capture Filter: port 53 or (tcp port 110) or (tcp port 25):

     

3. Reproduce the issue without closing the Wireshark application:

   

4. Click Capture -> Stop after the issue is reproduced:

   

   In most cases, you will be able to find out the cause for a failing E-mail notification yourself:

   • Either the wrong SMTP server name was specified (look for DNS in the Protocol column);
   • Or the settings of the mail server and/or within the Acronis software were wrong:
     • Click on any line with the SMTP Protocol and choose Follow TCP Stream;
     • In the example below you will see that the mail server was missing user name and password;
     • Please check if that was overridden by a typically not needed POP login (additional E-mail parameters in the Acronis software).

       
       

5. Save the captured data by clicking File -> Save as:

   

6. Contact Acronis Customer Central and attach the saved log to your request. Also please let us know the IP address of the source and target device.
7. If the log is larger than 4 mb, then please split and compress it prior to sending it. See Splitting Files to Send to Acronis Customer Central

More information

See also E-mail Notifications Fail in Acronis Backup Products.