Introduction
To troubleshoot cloud backup issues, you will need to troubleshoot the connection from your ESX(i) host to Acronis Datacenter.
Solution
Please collect following information:
- Connect to Virtual Appliance on ESX(i) host;
- Go to the Console tab, click into the console window and press CTRL-SHIFT-ALT-SPACE-F1 to enter the command line mode (If CTRL-SHIFT-ALT-SPACE-F1 takes you to black screen with blinking cursor then press Alt-F2 to get #prompt);
- Run the ping command using addresses from Acronis Online Backup Access Ports and Hostnames;
Use command line like this (e.g. EMEA region):
ping -w 50 cloud-rs-eu1.acronis.com > /var/lib/Acronis/cloud-rs-eu1.acronis.log
ping -w 50 cloud-fes-eu1.acronis.com > /var/lib/Acronis/cloud-fes-eu1.acronis.log
ping -w 50 rpc.acronis.com > /var/lib/Acronis/rpc.acronis.log - To collect network interface info, type:
ifconfig -a > /var/lib/Acronis/ifconfig.log - Run the tracert command using addresses from Acronis Online Backup Access Ports and Hostnames;
Use command line like this (e.g. EMEA region):
traceroute -i eth0 cloud-rs-eu1.acronis.com 55556 > /var/lib/Acronis/trace-cloud-rs-eu1.acronis.log
traceroute -i eth0 cloud-fes-eu1.acronis.com 44445 > /var/lib/Acronis/trace-cloud-fes-eu1.acronis.log
traceroute -i eth0 rpc.acronis.com 443 > /var/lib/Acronis/trace-rpc.acronis.log - Run tcpdump report;
- You can use WinSCP utility for uploading and downloading information from and to the virtual appliance. You can download it from this url: http://winscp.net/eng/download.php
- The tcpdump utility for linux you can download from here;
- Copy the tcpdump utility using WinSCP to the virtual appliance (for example, create a new folder in /tmp and copy the utility into this folder);
- Apply the necessary rights to the utility:
#chmod +x tcpdump - Start logging of tcpdump utility:
#tcpdump -i eth0 -s 64 port 443 and port 44445 -w /var/lib/Acronis/tcpdump.pcap - Reproduce the issue
- Stop logging of tcpdump utility:
- Find the process [pid]: #ps | grep "tcpdump"
- Kill the process: #kill -9 [PID]
- Download the created dump from /var/lib/Acronis using WinSCP.
- Collect the logs via View -> Show Logs -> switch to dynamic Logs tab -> Save All To File