36501: Acronis Backup: Collecting SnapAPI Logs

    SnapAPI logs are required for troubleshooting snapshot issues. The common error messages that the SnapAPI log will help troubleshoot are:

    unable to create volume snapshot
    source is not selected (Hyper-V error message)

     

    Starting with Update 6 of Acronis Backup 11.5 (build 43800/43994 depending on region or with snapapi.dll 2399 and newer) SnapAPI logs from Windows machines are collected by Acronis System Report.

    (!) To turn on the logging on older builds, you have to change the registry settings.

    To turn on the logging, do the following:

    1. Open Windows Registry Editor (Start-Run -> regedit);
    2. Browse to the following subkey:
      • Windows 32 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\
      • Windows 64 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\
    3. Create a subkey SnapAPI:

      (!) Make sure to set correct uppercase letters

    4. In the created key, create a new DWORD (32-bit) parameter with name SnapApiTracing

      (!) Watch uppercase and lowercase letters

    5. Double-click on SnapApiTracing parameter and set the value to 1:

    6. Reproduce the issue and collect SnapAPI logs from folder:

      Windows 2000 / XP / 2003: Documents and Settings\All Users\Application Data\Acronis\SnapAPILogs\
      Windows Vista / 7 / 2008: ProgramData\Acronis\SnapAPILogs

    (!) To turn off the logging, delete the subkey HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\SnapAPI or set the value of the SnapApiTracing parameter to 0.

    Please provide the collected information to Acronis Customer Central.

    See also:

     

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