1. It is important to realize that a backup plan can contain a number of different sub-tasks launched in order, and the most important first step in troubleshooting performance issues is to figure out the exact operation causing the performance bottleneck. Please do the following to find this information:

• Click on the backup plan causing performance concerns;
• Acronis Cyber Backup 11.7: Click on the History view tab and find an example of a poor performance from the latest backups by using the Duration column.

  Acronis Cyber Backup 12.5: Go to Overview - Activities and find an example of a poor performance from the latest backups by using the Duration column.

• Expand the plan view and note which operation had low performance.

Please note that if you are doing the above when connected to the Acronis Management Server, the expanded view can contain a large number of different Acronis Agents. Please check the duration of the backup plan for each Agent and collect the following information:

• Check other dates and note if this Agent (or a number of Agents) always performs poorly or is performance random across Agents;
• Note the number of Agents in the backup plan.
• Acronis Cyber Backup 11.7 only: connect to this Agent directly and check to make sure that the local duration statistics correspond to the ones listed in the AMS. The local statistic is the better performance indicator. If the local performance statistic is alright, this is probably a display issue; please contact Acronis Support to get help with troubleshooting incorrect machine data display. If the local performance is low, continue with this article;
• Where possible, launch the backup plan on just this agent and see if the performance issue is still reproduced. If one backup by itself performs well, double-check that problematic performance is not lower than the maximum network and disk bandwidth between target and source divided by the number of simultaneous backups. If it the performance corresponds to this number, backup speed is limited by hardware. If not, note the exact speed results of 1 vs. multiple backups and continue with this article;

2. Once we are clear of the exact operation and Agent performing poorly, please collect the following details of the operation on this Agent:

• First and foremost, if the operation is still running and has been for a long time, check the progress details. If there is absolutely no progress or change (like in speed) being shown for over an hour, the task is probably frozen. In this case, please follow the instructions in this article.
• The configuration of the backup plan with emphasis on the details of this specific operation (if this is validation, clarify when it is scheduled/launched etc.). Please also make sure that source/targets of the specific operation are specified as well any other tasks that run at the same time.
• Collect a System Report from this Agent: see instructions for Acronis Cyber Backup 11.7/11.5 in this article and for Acronis Cyber Backup 12/12.5 in this article

3. Once we have the specific details, we will need some general information on the configuration, hardware and infrastructure of the affected agent and its environment.

• Collect details on the storage types and their connections for the source and target of the operation;
• If this is a network connection, please specify the exact speed of the connection between the source and targets as well as the overall congestion of the network during backup times.
• Where possible, try to run the same operation to local instead of network storage and note the performance difference, if any.
• Copy a sufficiently large file (as close as possible to the archive size) between the source and target and note the exact size and duration of the procedure.
• Collect a Process Monitor log for around 1 minute on the Agent during the low-performing operation.
• Collect a Process Dump on the Agent during the low-performing operation.
•  Where possible, check the read and write speeds of both the source and target storages using the iometer tool.

If these instructions have been followed but the cause is not clear yet, please contact Acronis Support with information collected.

Low disk management operation (Clone, convert etc.) performance can be closely tied to the same causes as low backup plan performance. However, this type of operation is run locally so the troubleshooting procedure is simplified:

• Collect the parameters of the operations being run: type of operation, its configuration, type and size of target and source disk;
• Run the same operation from Bootable Media and note any performance differences (if any);
• Collect an Acronis System Report from the system or bootable media, depending on the environment where the operation was launched;
• Where possible, check the read and write speeds of the disk using the iometer tool. 

 If these instructions have been followed but the cause is not clear yet, please contact Acronis Support with information collected.