This Article applies to:
- Acronis Software
This Article describes how to collect dumps of hanging processes on a Virtual Appliance or a linux-based Bootable media. You will need a machine to remotely connect to the bootable media.
- Determine which version of gdb you need:
- if you are on Acronis Bootable Media, then you need gdb32 for 32 bit and gdb64 for 64 bit media. To determine which media you are on, proceed with below steps and once you are in shell, execute command cat /proc/version. If the output contains "x86_64", you need gdb64, otherwise gdb32.
- If you are on Virtual Appliance in Acronis Backup 11.5/11.7 then you need gdb32
- If you are on Virtual Appliance in Acronis Backup 11.7 and use custom agent from KB59602 you need gdb64
- If you are on Virtual Appliance in Acronis Backup 12 or 12.5 then you need gdb64
- On Acronis Backup and Recovery bootable media or Acronis Backup and Recovery Virtual Appliance or Acronis Snap Deploy bootable agent press Ctrl+Shift+F2
- On vmProtect Virtual Appliance Press Ctrl+Shift+Alt+Space+F1, then Alt+F2
- Go back to the shell and execute command df -h. If "Available" on /dev/root is 0 or close to it, the reason of process hanging is most likely lack of space.
2. Please contact Acronis Customer Central. You can shut down the appliance and save it to OVF Template. (File -> Export to OVF in your vSphere console) and provide it to support with reference to this article.
- Bootable media: usually the process in question is "/bin/product". The command to check would be ps | grep /bin/product
- Virtual Appliance: if the GUI and agent itself hangs the process is "/bin/product". However if the backup/replication/cleanup/recovery hangs in Acronis Backup & Recovery Virtual Appliance, the process name is "/bin/service_process". For vmProtect processes see Acronis vmProtect 9: Processes and Services. The command would be "ps | grep service_process". If you see more that 1 service process running you will have to create a dump of each.
Note that on this picture there is only one "/bin/service_process" that you need to dump and the PID of it is 1018. Grep /bin/service_process is basically the process generated by your command. /bin/sh -c /bin/service_process is a shell instance that initiates service process. There is no need to dump it.
./gdb -pid <process_id>
where <process_id> is the identificator of the hanging process. It will start loading symbols and will eventually show you (gdb).