39371: Acronis Files Connect: Event Viewer message reporting "Long delays processing Mac client commands have been detected."

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Last update: 14-12-2020

Symptom: Event Viewer message reporting "Long delays processing Mac client commands have been detected. This could be an indication of a server hardware or operating system problem. Please see the following knowledge base article for further information"

Acronis Files Connect (formerly ExtremeZ-IP) is designed to log this event whenever Windows fails to respond to a request for more than 300 seconds. 

There are two types of stalls:

1) Stalls that never complete: In this scenario, the Acronis Files Connect service may have hung or the entire server operating system may have hung if the Disk is no longer available to the Windows OS or there is some file system issue. For NTFS file system maintenance guidance, please see the PDF attached to our article at Acronis Files Connect: Best Practices for Permissions on NTFS

2) Stalls that eventually complete after 300+ seconds: Here one or more threads stall in the Windows Kernel, but eventually recover after 300+ seconds. In most cases the underlying problem is related to outdated firmware/drivers, a poorly written kernel driver, resource constraints (bottlenecks) or poor disk health.

If you would like us to review your server information to see if we can identify any know configuration issues that can contribute to long delays, please open a support case and upload supporting files as described below:

- Open a support case online (include description/observations): https://support.acronis.com/mobility/

- An automated email will be sent back to you with a case number so that you can upload the following files to our support site:

a) Acronis Files Connect Logs folder: Right-click the folder C:\Program Files (x86)\Acronis\Access\Files Connect\Logs (or C:\Program Files (x86)\Group Logic\ExtremeZ-IP\Logs in older versions) and select Send To --> Compressed Folder

b) any dump files (*.dmp) you find in: C:\Program Files (x86)\Acronis\Access\Files Connect

c) Generate a System Information report: At Start --> Run, type msinfo32 to launch the tool. Then select File --> Save to save the .nfo file.

d) Export application and system event logs as evt/evtx file

Zip the above files as case#.zip and upload using a browser:

User: supportfiles
Password: $grouplogic123$

Note: If you are not running the latest version of Acronis Files Connect, please upgrade as the latest release may provide better diagnostics/logging: http://www.grouplogic.com/web/afclatest