Troubleshooting Acronis Backup and Recovery NIC detection issues

Introduction

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

Solution

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

1. Switch to shell: navigate to Actions -> Start shell or hit Ctrl+Shift+F2 (Alt+F1 to return back to GUI).
2. Issue #ifconfig -a and see which network cards are listed in the output if any.
   

3. Troubleshoot DHCP Issues

1. 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:
   
2. If DHCP is not detected, you can specify the network settings manually (Actions -> Exit ->Configure Network):
   
3. If specifying the network manually did not help, enable asamba logs as described in Acronis Linux Products: Collecting Asamba Verbose Logs in Linux
4. And try to obtain DHCP lease once more:
   #asamba dhcp -n
5. Check the asamba log in /tmp/asamba.log for errors.

Collecting information

If the steps above have been executed and the issue still persists, collect the following information and contact Acronis Support.

1. 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
2. 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
3. Results of the performed troubleshooting steps.
4. Whether the machine is physical or virtual.
5. PCI ID of your NIC.
6. Whether DHCP is properly detected under the operating system.

4. Troubleshoot network card drivers issues

(!) Use the latest build of the bootable media

1. Check if drivers were loaded successfully with the following command:
   #lspci
   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):
   
2. Check dmesg for errors by issuing this command:
   #cat var/log/messages | grep eth

Collecting information

If the drivers are not loaded, collect the following information and Acronis Support.

1. Model of your NIC.
2. 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.
3. Let us know if the NIC was detected by a previous build of the bootable media and collect System Repot under this media.

More Information

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.