36553: Acronis Backup & Recovery 11: Requesting SnapAPI Logs

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How to request the log of SnapAPI drivers in Windows

This article applies to:

  • Acronis Backup & Recovery 11 (Update0.5/build 17437 and higher)

Introduction

For troubleshooting backup issues, support professional may ask you to create logs from operation with SnapAPI. You may have error messages similar to this:

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

Solution

Requesting SnapAPI Logs of Acronis Backup & Recovery 11.

(!) To turn on the logging for snapapi.dll, 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 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: Users\All Users\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.

More information

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