36554: Acronis True Image: Collecting SnapAPI Logs

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How to collect the log of SnapAPI drivers in Windows

This article applies to:

  • Acronis True Image 2016
  • Acronis True Image 2015
  • Acronis True Image 2014
  • True Image 2013 by Acronis

Introduction

For troubleshooting backup issues, a Support Engineer may ask you to create logs from operation with SnapAPI

The common error messages that the SnapAPI log will help troubleshoot are:

unable to create volume snapshot

 

Solution

 

(!) Users of Acronis True Image 2016: SnapAPI logs are already included in System Report by default. Instructions below are for users of Acronis True Image 2015 and older versions.

(!) To turn on the logging for snapapi.dll, you have to change the registry settings. You can do it using the registry patches or manually.

 

Choose whether you will turn on SnapAPI logs using registry patches or manually:

 

Registry patches:

   1. Download und unzip the registry patch:

For Windows 32 bit: Snapapi-tracing-patch-32.zip.

For Windows 64 bit: Snapapi-tracing-patch-64.zip.

   2. Enable logs by executing (double-clicking) the file:

For Windows 32 bit: Snapapi-enable-tracing.reg.
For Windows 64 bit: Snapapi-enable-tracing-w64.reg.

   3. Reproduce the issue.

   4. Disable logs by executing (double-clicking) the file:

For Windows 32 bit: Snapapi-disable-tracing.reg.
For Windows 64 bit: Snapapi-disable-tracing-w64.reg.

   5. Collect SnapAPI logs from folder:

Windows XP: Documents and Settings\All Users\Application Data\Acronis\SnapAPILogs\
Windows Vista/Windows 7/Windows 8: ProgramData\Acronis\SnapAPILogs

 

Manually turning on SnapAPI logs:

  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 XP: Documents and Settings\All Users\Application Data\Acronis\SnapAPILogs\
    Windows Vista/Windows 7/Windows 8: 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.

 

More information

See also:

 

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