In some rare cases there can be some issues during network browsing while working with Linux-based Acronis bootable media.

Symptoms

You booted machine with Acronis bootable media. You try to select a share as source or target. You either don't see any shares or loading takes too much time.

Solution

Follow step-by-step instructions below to troubleshoot the issue.

Please do not collect tcpdump unless it's requested by Acronis support.

Notes:
In order to collect output of a command do the following:
command > file_for_output.txt
Then export it with help of this article.
If you need to view some file and easily navigate in it, you can use the less program.
While viewing a file you can use search (press / and type in the pattern) or navigate with arrows keys. Press 'q' to exit.

Samba shares (SMB/CIFS)

1. Try to ping the share host by hostname and IP (#ping share_name):
   - Click Ctrl+Alt+F2 to switch to the shell.
   - Type ping <share_name>
   - Check whether ping was successful.
   (Issue /bin/product to switch back to GUI)
   In some cases when DNS resolving service works incorrectly it can be only possible to access share by IP address. If share is not accessible - check network and share's accessibility from another machines.
2. Check /tmp/asamba.log after reproducing for any possible errors (switch to the shell and issue #less /tmp/asamba.log). If you see an error - proceed accordingly or contact Acronis Support with a screenshot of the error message and information collected as described below.
3. Go to the collect information step and contact Acronis Support with the information collected.

NFS shares

1. Try to ping the share host by hostname and IP (#ping share_name).
   - Click Ctrl+Alt+F2 to switch to the shell.
   - Type ping <share_name>
   - Check whether ping was successful.
   (Issue /bin/product or Alt+F1 to switch back to GUI)
   In some cases when DNS resolving service works incorrectly it can be only possible to access share by IP address. If share is not accessible - check network and share's accesibility from another machines.
2. Check /etc/exports on NFS server for any restriction by IP. For example /srv/nfs4/homes  192.168.1.*(rw,sync,no_subtree_check) allows connections from 192.168.1.* subnet only.
3. Check /tmp/nfs-*.log for any possible errors. If you see an error - proceed accordingly or contact Acronis Support with a screenshot of the error message and information collected as described below.
4. Go to the collect information step and contact Acronis Support with the information collected.

SFTP server

Distinguish between FTP, FTP over SSH and SFTP!

1. Try to ping the share host by hostname and IP (#ping share_name).
   - Click Ctrl+Alt+F2 to switch to shell.
   - Type ping <share_name>
   - Check whether ping was successful.
   (Issue /bin/product or Alt+F1 to switch back to GUI)
   In some cases when DNS resolving service works incorrectly it can be only possible to access share by IP address. If share is not accessible - check network and share's accessibility from another machines.
2. Find log in /tmp/sftp-*.log, check it for any errors. If you see an error - proceed accordingly or contact Acronis Support with a screenshot of the error message and information collected as described below.
3. Collect /etc/ssh/sshd_config from the SFTP server. Location may differ depending on Linux distribution you're using.
4. Check and collect #iptables -t nat -L
5. Go to the collect information step and contact Acronis Support with the information collected.

FTP server

1. Try to ping the share host by hostname and IP (#ping share_name).
   - Click Ctrl+Alt+F2 to switch to the shell.
   - Type ping <share_name>
   - Check whether ping was successful.
   (Issue /bin/product or Alt+F1 to switch back to GUI)
   In some cases when DNS resolving service works incorrectly it can be only possible to access share by IP address. If share is not accessible - check network and share's accessibility from another machines.
2. Check /tmp/ftp.log for errors.

   You can collect the ftp log in one of the following ways:
   Copy the file from /tmp/ftp-YYYY-MM-DD.log using a samba share or SCP client.
   Copy the file to product log folder (cp /tmp/ftp-YYYY-MM-DD.log /var/lib/Acronis/ftp-YYYY-MM-DD.log), go back to console and collect system information. The log will be included in the diagnostic information.

3. Collect FTP server settings file if possible.
4. Go to the collect information step and contact Acronis Support with the information collected.

Collect information

1. Description of the performed troubleshooting steps and their results.
2. System Report under the bootable media after you reproduce the issue (it will collect the necessary logs).
   • Acronis Cyber Backup 12.5 - see Acronis Cyber Backup 12.5: Collecting system information from bootable media
   • Acronis Backup 11.7/11.5 - See Acronis Backup 11.7/11.5 Generating System Report
3. System Report under the operating system if possible. Collect System Report from the machine in question:
   • Acronis Cyber Backup 12.5 - see Acronis Cyber Backup 12.5: Collecting system information
   • Acronis Backup 11.7/11.5 Acronis Backup 11.7/11.5 Generating System Report,
   • Acronis True Image - see Acronis True Image:Collecting System Report
   • If collecting system information from the product fails for any reason, you can use this AcronisInfo Utility.