Troubleshooting Acronis Backup and Recovery NIC detection issues
In some rare cases there can be some issues with network cards.
So here is the situation: You booted machine from Linux-based Bootable Media and your NIC doesn't acquire DHCP address or isn't listed as device
Follow step-by-step instructions below to troubleshoot the issue.
1. Check the most recent media available
First, try to check device work with the latest build of the Linux-based bootable media, most probably it contains more drivers and problem may be already solved.
2. Check the current network state
- Switch to shell: navigate to Actions -> Start shell or hit Ctrl+Shift+F2 (Alt+F1 to return back to GUI).
- Issue #ifconfig -a and see which network cards are listed in the output if any.
3. Troubleshoot DHCP Issues
- Check that DHCP server is really active in the subnet where the machine is booted by issuing this command in the shell:
#asamba dhcp -n
If DHCP is detected the output will be similar to this:
If DHCP is not detected the output will be the following:
- If DHCP is not detected, you can specify the network settings manually (Actions -> Exit ->Configure Network):
- If specifying the network manually did not help, enable asamba logs as described in Acronis Linux Products: Collecting Asamba Verbose Logs in Linux
- And try to obtain DHCP lease once more:
#asamba dhcp -n
- Check the asamba log in /tmp/asamba.log for errors.
If the steps above have been executed and the issue still persists, collect the following information and contact Acronis Customer Central.
- System Report under the bootable media. See Acronis True Image: Collecting System Report, Acronis Backup 12.5 and Acronis Cyber Protect 15: how to collect system information, Acronis Backup & Recovery 11.7/11.5 Generating System Report
- System Report under the operating system. Collect System Report from the machine in question: see instruction for Acronis True Image 2019, 2018 and 2017: Collecting System Report, Acronis Backup 12.5 and 12: how to collect system information, Acronis Backup & Recovery 11.7/11.5 Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility
- Results of the performed troubleshooting steps.
- Whether the machine is physical or virtual.
- PCI ID of your NIC.
- Whether DHCP is properly detected under the operating system.
4. Troubleshoot network card drivers issues
(!) Use the latest build of the bootable media
- Check if drivers were loaded successfully with the following command:
If drivers are loaded, the output will be similar to this:
00:05:0 10ec:8139 5853:0001 8139cp(the underlined part is the driver id)
If drivers are not loaded, the output will be similar to this (driver's id missing):
- Check dmesg for errors by issuing this command:
#cat var/log/messages | grep eth
If the drivers are not loaded, collect the following information and Acronis Customer Central.
- Model of your NIC.
- System Report under the bootable media. See Acronis True Image: Collecting System Report, Acronis Backup 12.5 and Acronis Cyber Protect 15: how to collect system information, Acronis Backup & Recovery 11.7/11.5 Generating System Report.
- Let us know if the NIC was detected by a previous build of the bootable media and collect System Repot under this media.
As an alternative, you may use a Windows-based Bootable Media (WinPE) - see Acronis Bootable Media Types. It uses Windows-based drivers which can be requested from the respective hardware vendor and embedded into WinPE-based media manually.