46370: Acronis Software: Troubleshooting Operating System Crashes

    Because Acronis products work with the storage system of an operating system on a very low level, there is a small risk that different conflicts on this level can lead to an operating system crash during backup or other operations. Please follow the instructions below to troubleshoot these issues, depending on what operating system is being used..

    Since these crashes are always related to low-level system conflcts, there is no general solution and each crash should be looked at individually. Please follow the steps below to troublshoot a crash. Choose a section appropriate to your operating system: 

    Windows

    Crashes on Windows are normally seen as BSODs. The first step to troubleshoot this issue is to check the list of known current BSOD issues (on the latest public build) below. Please note that this list is liable to change depending on fixes released and maybe empty if no current crashes are known on the current build

    If you are facing an issue not mentioned in the list above, please gather the information below.

     

     

    Information that needs to be gathered:

     

    1.  Clarify the exact circumstances that lead to this crash.  When it happened, what the product was doing when it happened and how often this happens. The more details you provide on the circumstances of the crash, the faster we will be able to find the root cause and fix the issue;
    2. Clarify if this happens on one, some or all computers using Acronis products;
    3. Collect a System Report from one of the affected machines;
    4. Collect screen-shot or photo of the BSOD;
    5. Collect a crash dump of the system as described in this article

    Linux

    Crashes in Linux are normally seen as kernel panic messages or a completely unresponsive system. The first step to troubleshoot this issue is to check the list of known current kernel panics (on the latest public build) below. Please note that this list is liable to change depending on fixes released and maybe empty if no current crashes are known on the current build. 

    Acronis Backup & Recovery: CentOS or Red Hat Enterprise Linux 5.4 System Crashes or Freezes during Backup Creation

    If you are facing an issue not mentioned in the list above, please gather the information below. 

    Information that needs to be gathered:

    1. Clarify the exact circumstances that lead to this crash.  When it happened, what the product was doing when it happened and how often this happens; 
    2. If the crash happened during a backup to a network location, please try the same type of backup to local storage. This should be done because low-level conflicts in the network subsystem can cause Linux crashes;  
    3. Clarify if this happens on one, some or all computers using Acronis products; 
    4. Collect a Linux System Report from one of the affected machines;
    5. Make sure the “messages” file in the collected information shows the time period when one of these crashes was reproduced (this is a copy of the system /var/log/messages file). 
    6. If this crash happens during an operation (backup, validation, replicaiton etc.) of the product, please collect a service_process strace as described in this article.  
    7. Where possible, run the same backup from Acronis Bootable media and collect system report after this attempt. 

    Mac

    Crashes on Mac are seen as kernel panic messages and reboots or make the system unbootable.

    Information that needs to be gathered:

    1. Step-by-step description of the issue.
    2. System Report after the crash, see Acronis True Image for Mac: Acronis System Report.

    If the machine does not boot, do the following:

    1. Try to boot while pressing Shift. If the machine can boot, collect System Report, see Acronis True Image 2016: Generating System Report.
    2. If the machine still cannot boot or shows a kernel panic message, reboot the machine while pressing cmd+V. This way you can boot into the verbose mode. Read the logs on the screen and make a picture or video of them.

    Bootable Media

    Crashes from the bootable media are seen as a reboot of the media during operation. The first step to troubleshoot this issue is to check the list of known current reboots (on the latest public build) below. Please note that this list is liable to change depending on fixes released and maybe empty if no current crashes are known on the current build. 

    If you are facing an issue not mentioned in the list above, please gather the information below. 

    Information that needs to be gathered:

    1. Clarify the exact circumstances that lead to this crash.  When it happened, what the product was doing when it happened and how often this happens; 
    2. Clarify if this happens on one, some or all computers booting from the media; 
    3. Collect a Linux System Report from one of the affected machines after booting into the media;
    4. Please collect a bootable media strace log as described in the Acronis Bootable Media (Linux based) section of this article

    Acronis Virtual Appliance

    Crashes of the operating system on the Virtual Appliance are seen as a reboot of the Virtual Appliance during operation. Backups running on this Virtual Appliance show the following error: "The activity state has been repaired after unexpected failure". The first step to troubleshoot this issue is to check the list of known current reboots (on the latest public build) below. Please note that this list is liable to change depending on fixes released and maybe empty if no current crashes are known on the current build. 

    If you are facing an issue not mentioned in the list above, please gather the information below. 

    Information that needs to be gathered:

    1. Virtual Appliance crashes are most often caused by an internal application crash. Please check out and follow this article to troubleshoot as the first step
    2. If no core file is created by the instructions above, clarify the exact circumstances that lead to this crash.  When it happened, what the product was doing when it happened and how often this happens; 
    3. Turn off the crashing appliance and deploy a new one to check if a newly deployed appliance also crashes in the same circumstances. If it does not, it can be used as a workaround for the time it takes to investigate the crash on the original appliance.
    4. Collect a Linux System Report from the Virtual Appliance. If the appliance does not boot into the shell or GUI environment, please export the entire appliance into an OVF template

    Contact Acronis Customer Central with the collected information. 

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