42532: Acronis Software: Collecting TibMounter Logs

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Operating Systems: 

If a backup mount operation fails, Support Engineers may ask for TibMounter logs to investigate and solve the issue

This article applies to:

  • Acronis Backup 11.5 (Acronis Backup & Recovery 11.5)
  • Acronis True Image 2015
  • Acronis True Image 2014
  • True Image 2013 by Acronis (from build 6514)

Introduction

The TibMounter logs can help Support Engineers troubleshoot issues when the backup cannot be mounted in Windows environment.

 

Solution

(!) To turn on the logging for the TibMounter module, you need 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 TibMounter:

    (!) Make sure you set the correct uppercase letters.

  4. In the created key, create a new DWORD parameter with the name DllTracing

    (!) Watch for the uppercase and lowercase letters.

  5. Double-click on the DllTracing parameter and set the value to 1:

  6. Reproduce the issue and collect the TibMounter logs from folder:

    • Windows 2000 / XP / 2003: Documents and Settings\All Users\Application Data\Acronis\TibMounterLogs\
    • Windows Vista / 7 / 2008: ProgramData\Acronis\TibMounterLogs

(!) To turn off the logging, delete the subkey HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\TibMounter or set the value of the DllTracing parameter to 0.

Please provide the collected information to Acronis Customer Central.

More information

See also:

 

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