45427: Acronis Backup: Troubleshooting Initial Seeding Backup Failures

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    This article describes how to handle issues with Initial Seeding backup creation.

    Follow these steps to troubleshoot Initial Seeding Backup:

    1. Get familiar with technology of the Initial Seeding in the About part.
    2. Follow to Troubleshooting part to troubleshoot and resolve the issue.

    About

    Initial Seeding is an extra service with which you can send your backup to Acronis via regular post and have it uploaded.

    See more about Initial Seeding in following articles:

    Troubleshooting

    Follow step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to error troubleshooting step.

    1. Prerequisites

    Complete all steps before proceeding to error troubleshooting step.

    1.1 Acronis Backup to Cloud Subscription

    Check that Acronis Backup to Cloud Subscription is resigtered and assigned to the machine:

    1. Open the Management Console.
    2. Go to Actions.
    3. Choose Activate Online backup subscription.
    4. In the list of activated subscriptions find subscription which is assigned to machine in question. If no subscripton is assigned to the machine, choose an available subscription and assign as described in Acronis Backup & Recovery: Activating Full Online Backup Subscription.

    1.2 Initial Seeding License

    Check that an Initial Seeding License is registered and not used yet:

    1. Go to office.acronis.com
    2. Open Enterprise Online backup module
    3. Check if there is Initial Seeding license and its status. It should be “available”

    1.3 Internet connection

    Check that machine is connected to the Internet.

    1.4 Available Storage

    Check that there is enough storage in the Acronis Cloud Storage Account:

    1. Open the Management console.
    2. Navigate to the vaults and find the online vault in the vaults list.
    3. Open the vault and look at occupied space and available space.

    If all steps above have been executed and issue still persists, go to error troubleshooting step.

    2. Error troubleshooting

    Initial Seeding backup starts with connecting to the Acronis Online Backup Account, checking certificate and allocating space for the Initial Seeding backup. Backup process is similar to any backup to a local storage, therefore if the backup fails with an error unspecific to Acronis Online Backup troubleshoot as a local backup failure. After backup is completed Initial Seeding license should be activated.

    Complete all steps before proceeding to collect information step.

    2.1 Credentials to Acronis Online Backup Account

    Check if the credentials for Acronis Online Backup account are correct:

     - log in into Customer's account at the Acronis web page;
    - or create new backup plan, select cloud storage as backup destination and enter credentials, if the credentials are correct you will be able to view contents of the storage.

    2.2 Certificate

    1. Check if there is a proper certificate present at:
      Windows Vista, Windows 7, Windows Server 2008: C:\ProgramData\Acronis\BackupAndRecovery\OnlineBackup\<user_email>
      Windows XP, Windows 2003: C:\Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\OnlineBackup\<user_email
    2. Double-click on the .crt file inside. Check the date inside the certificate:
      Valid from [DATE when it was issued to DATE when it expires]
      If the certificate shows incorrect information (e.g. the expired certificate was not updated automatically with a newer one) or is  corrupted (e.g. does not open), you can delete the folder with the certificate and reopen Acronis Management Console. The most up-to-date certificate will be downloaded to the machine.
      (!) Delete the folder only if certificate does not open or shows incorrect date.
    3. If the certificate opens correctly and shows correct information, the folder should be kept.
    4. If the certificate is not uploaded proceed to step 3.5. and collect a network tracing log using the WireShark utility.

    2.3 Connection to Acronis Online Backup servers

    1. Make sure that these ports are open for the following hostnames: see Acronis Online Backup Access Ports and Hostnames

    2. Check which Data Center the Customer's account is tied to in Customers Module:

    Once you know which DC address the Customer's account is tied to, ask the customer to create C:\Acronis\ folder and get the output of the below commands (from Start -> Run -> cmd) for the corresponding Data Center:

    DC Server Command
    US1 (St.Louis) Front-end server ping -n 50 cloud-fes-us1.acronis.com > C:\Acronis\ping_FES_US1.log
    tracert cloud-fes-us1.acronis.com > C:\Acronis\tracert_FES_US1.log
    Registration server ping -n 50 cloud-rs-us1.acronis.com > C:\Acronis\ping_RS_US1.log
    tracert cloud-rs-us1.acronis.com > C:\Acronis\tracert_RS_US1.log
    RPC server ping -n 50 rpc.acronis.com > C:\Acronis\ping_RPC_US1.log
    tracert rpc.acronis.com > C:\Acronis\tracert_RPC_US1.log
    Web Restore Home ping -n 50 cloud-wrh-us1.acronis.com > C:\Acronis\ping_WRH_US1.log
    tracert cloud-wrh-us1.acronis.com > C:\Acronis\tracert_WRH_US1.log
    US2 (Boston) Front-end server ping -n 50 cloud-fes-us2.acronis.com > C:\Acronis\ping_FES_US2.log
    tracert cloud-fes-us2.acronis.com > C:\Acronis\tracert_FES_US2.log
    Registration server ping -n 50 cloud-rs-us2.acronis.com > C:\Acronis\ping_RS_US2.log
    tracert cloud-rs-us2.acronis.com > C:\Acronis\tracert_RS_US2.log
    RPC server ping -n 50 rpc.acronis.com > C:\Acronis\ping_RPC_US2.log
    tracert rpc.acronis.com > C:\Acronis\tracert_RPC_US2.log
    EMEA (Strasbourg) Front-end server ping -n 50 cloud-fes-eu1.acronis.com > C:\Acronis\ping_FES_EU1.log
    tracert cloud-fes-eu1.acronis.com > C:\Acronis\tracert_FES_EU1.log
    Registration server ping -n 50 cloud-rs-eu1.acronis.com > C:\Acronis\ping_RS_EU1.log
    tracert cloud-rs-eu1.acronis.com > C:\Acronis\tracert_RS_EU1.log
    RPC server ping -n 50 rpc.acronis.com > C:\Acronis\ping_RPC_EU1.log
    tracert rpc.acronis.com > C:\Acronis\tracert_RPC_EU1.log
    Web Restore Home ping -n 50 cloud-wrh-eu1.acronis.com > C:\Acronis\ping_WRH_EU1.log
    tracert cloud-wrh-eu1.acronis.com > C:\Acronis\tracert_WRH_EU1.log

    You can also download and execute scripts that will run these commands automatically and place the output in a folder on Desktop: ping.tracert.eu_.zip for EMEA Datacenter and  ping.tracert.us_.zip for US Datacentres

    If all steps above have been executed and issue still persists, go to collect information step.

    3. Collect information

    Collect following information and contact Acronis Customer Central.

    3.1 Customer's E-mail
    Note the E-mail tied to Acronis Online Backup account.

    3.2 System Report
    Collect System Report from the machine in question: see instruction for Acronis Backup 11.7/11.5: Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility

    3.3 Network Tracing Log
    If this does not help, or if the certificate is not downloaded automatically, ask to close Acronis Backup, then reproduce the issue and get Wireshark log. Note that for issues related to Acronis Backup to Cloud the WireShark (general instructions Collecting PCAP Logs) should be collected in a particular manner. The correct way to collect the WireShark log is the following:
    - start WireShark utility
    - go to I nterfaces - Capture
    - select the necessary interface from the list
    - go to Options


    - in the options, tick "Limit each packet to" and type in 64
    - in Capture Filter type tcp port 443 or tcp port 44445
    - in case you know that backup will not fail immediately, it means WireShark should be executed during some extended time (20 minutes +) it is a good idea to write the information to a file right after start. For this, use the option Capture File (select destination and type in a name of the file)

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