36555: Acronis True Image Home 2012: Collecting SnapAPI Logs

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How to collect the log of SnapAPI drivers in Windows

This article applies to:

  • Acronis True Image Home 2012 (Update 2/Build 7119 and higher)

Introduction

For troubleshooting backup issues, 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
source is not selected (Hyper-V error message)

Solution

(!) 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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