1. The first step in troubleshooting and resolving this issue is to verify all of the low-level driver components of Acronis SnapAPI driver. This is a difficult process to run manually due to the number of components and their installation complexity. Our developers have created an automatic verification tool: installation_test.x86.exe

Please do the following to check the installation:

1. Download installation_test.x86.exe
2. Open the Command Prompt (Start -> Run -> cmd)
3. Navigate to the directory where you have saved the tool by issuing:
   cd <path_to_the_tool>
   where <path_to_the_tool> is the path to installation_test.x86.exe
4. Run the following command:
   installation_test.x86.exe -drivers fltsrv snapapi
5. You will see a message like "Modules configuration is ok" or "Modules configuration failed".
6. If the configuration is OK and you still cannot see the disks, please go the the collect information step. 

2. Check consistency of disk sectors:

    1. Run Acronis Disk Report utility on the affected machine. Follow KB 1638: Acronis Disk Report for details. Acronis Disk Report is also being collected as a part of system information,

    2. Open Acronis Disk Report in a text editor and find the "Total sectors" line for the first disk. Note its value:

    3.  Find where the backup LBA is located for a particular disk using public resources (e.g. Wikipedia). In GPT header format, it will be offset 32, length 8 bytes:

    4. Copy first three rows of Disk Report for sector 1 to a disk analyzer tool (you can use a free tool, e.g. HxD) to check which sector is being used for Backup LBA in fact:

   5. After pasting the rows to the tool, convert the values to decimal:

   6. Find offset 32 (where backup LBA is located) and highlight the number of columns according to the length (8 bytes). Note the value "UInt32" that shows the Backup LBA location:

This value should be lowed than total number of sectors (see step 1). If the value is higher, this indicates hardware issues with disk. Contact disk vendor to resolve the issue.

 

Currently released builds of Acronis Cyber Backup for Linux will detect hard-disks regardless of SnapAPI module status in the system. An uncompiled or otherwise not working kernel module will lead to snapshot creation failure, but not problems with disk detection.

Thus, all issues like this under Linux are caused by conflicts with the storage subsystem and require further information to troubleshoot. Please see the collect information step

1. Provide full details on the storage system hardware: number of disks and RAID configuration where applicable, volumes type and size on each disk, controller hardware model and connection type;
2. Provide a screen-shot showing the issue;
3. Provide the output of the installation_test.X86.exe utility (issue installation_test.x86.exe -drivers fltsrv snapapi >> c:\testoutput.txt to save the output to file);
4. Enable SnapAPI logs and reproduce the issue;
5. Collect System Report from the machine in question: see instruction for Acronis Cyber Backup 11.7/11.5: Generating System Report or Acronis Cyber Backup 12.5 and 12: how to collect system information, if this fails for any reason, you can use this AcronisInfo Utility. Collect from both host and VM if the issue is with a Hyper-V virtual machine.

With information collected contact Acronis Customer Central.

1. The first step in collecting necessary Linux information is to enable debug logs.Please do the following:
   1. Issue sudo vi /usr/sbin/acronis_mms to open acronis_mms in vi editor from root privileges;
   2. Press i to enter the editing mode;
   3. Add export DSK_MMS_LOG=1 to the script after ulimit command;
   4. Add export DSK_SERV_LOG=1 to the script right after the above export command;
      
   5.  Hit Esc to exit editing mode;
   6. To exit the editor and save changes, issue :wq
   7. Restart our MMS service by running the command /etc/init.d/acronis_mms restart. 
2. Collect a Linux System Report as described in this article.

With information collected contact Acronis Customer Central.