30926: Acronis Backup for VMware and Acronis vmProtect: Collecting Debug Logs for Virtual Appliance and Windows Agent

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How to collect additional debug logs for Acronis vmProtect Virtual Appliance and Windows Agent

This article applies to:

  • Acronis vmProtect 7
  • Acronis vmProtect 8
  • Acronis vmProtect 9

Solution

Virtual Appliance

  1. Open vSphere client and establish a connection to an ESX(i) host or vCenter;
  2. Navigate to the Virtual Appliance and open the Console tab:

  3. Switch to the Virtual Appliance console (Press Ctrl-Shift-Alt-Space-F1, then Alt-F2);
  4. Issue the following command:

    vi /etc/Acronis/Global.config

  5. Modify the DebugTrace value by clicking i to enter editing mode and put in 1 instead of 0;

  6. Hit Esc to exit editing mode
  7. To exit the editor and save changes, issue the following command:

    :wq

  8. Press Alt-F1 to switch back to Virtual Appliance GUI and press the Reboot button to restart the Virtual Appliance;
  9. Reproduce the issue via Acronis vmProtect Web Console
  10. Collect the logs via View -> Show Logs -> switch to dynamic Logs tab -> Save All To File

Windows Agent

  1. Go to Start -> Run -> regedit
  2. Find there HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\Global\Configuration\ -> DebugTrace
  3. Change the DebugTrace value to "1"
  4. Restart Acronis VmProtect Managed Machine Service
  5. Reproduce the issue via Acronis vmProtect Web Console
  6. Collect the logs via View -> Show Logs -> switch to dynamic Logs tab -> Save All To File

More information

With the logs collected, please contact Acronis Customer Central.

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