43370: Acronis Backup 11.7 prior to U1: collecting debug logs

    How to collect debug logs in Windows, Linux and for Acronis Appliance

    Windows

    1. Open Windows Registry (Start-Run -> regedit).
    2. Navigate to this key:
      HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\Global\Configuration
    3. Create a new DWORD_32 named DebugTrace with value 1.
    4. Invoke Windows Services (Start-Run -> services.msc). Right-click on each of the following services and restart them:
      • Acronis Managed Machine Service
      • Acronis Management Server Service
      • Acronis Storage Node Service
      • Acronis Removable Storage Management Service
    5. Reproduce the issue.
    6. Collect Acronis System Report as described in Acronis Backup 11.7/11.5: Generating System Report. The System Report will contain debug logs.

    Linux

    1. Open Terminal in root or issue sudo su command and type the password when prompted to.
    2. Issue the following command to open Global.config file:
      vi /etc/Acronis/Global.config 
    3. Hit i to enter the editing mode and add the following line:
      <value name="DebugTrace" type="TString">"1"</value> 
    4. Hit Esc to exit the editing mode.
    5. To exit the editor and save changes, issue the following command:
      :wq
    6. Reproduce the issue.
    7. Collect Acronis System Report as described in Linux System Report. The System Report will contain debug logs.

    If the Global.config does not exist, the vi /etc/Acronis/Global.config command will create it, but the file will be empty. Insert this content into the file:
    <?xml version="1.0" encoding="UTF-8" ?>
         <registry name="Global">
              <key name="Configuration">
                   <value name="DebugTrace" type="TString">"1"</value>
            </key>
    </registry>

    Save the file and exit the editor.

    Virtual Appliance

    1. Open vSphere client and establish connection to an ESX(i) host or vCenter.
    2. Navigate to the Virtual Appliance and open the Console tab.
    3. Switch to the Virtual Appliance console (Press Ctrl+Alt+F2).
    4. Issue the following command:

      vi /etc/Acronis/Global.config

    5. Modify the DebugTrace value by clicking i to enter editing mode and put in 1 instead of 0.
    6. Hit Esc to exit editing mode.
    7. To exit the editor and save changes, issue the following command:
      :wq
    8. Press Alt+F1 to switch back to Virtual Appliance GUI and press the Reboot button to restart the Virtual Appliance.
    9. Reproduce the issue.
    10. Collect Acronis System Report as described in Acronis Backup 11.7/11.5: Generating System Report. The System Report will contain debug logs.

    If the Global.config file does not exist, create it (e.g. in Notepad) with the following content:

     <?xml version="1.0" encoding="UTF-8" ?>
    <registry name="Global">
                   <key name="Configuration">
                                    <value name="DebugTrace" type="TString">
                                                    "1"
                                    </value>
                   </key>
      </registry>

    Upload the file to the appliance using WinSCP to /etc/Acronis. Reproduce the issue and collect System report.

    With the logs collected, please contact Acronis Customer Central.

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