Acronis Backup for VMware: Troubleshooting Connection to Web Console

This article applies to:

Acronis Backup for VMware (Acronis vmProtect)

Introduction

The article describes the steps that should be performed to investigate the issues with slow or no connection to the Acronis web-console.

Solution

Follow these steps to troubleshoot the issues with slow connection to Acronis web-console:

Get familiar with technology how the connection is performed in the About part.
Check for known issues in the Known issues part.
Follow to Troubleshooting part to troubleshoot and resolve the issue.

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About:

Acronis Backup for VMware (Acronis vmProtect) uses the web-service that allows to connect to its components (either the Virtual Appliance or Acronis Agent for Windows) using the web browser via HTTP. On the virtual appliance or during the software installation on Windows OS the HTTP service lighttpd is installed that allows to establish the connection to Acronis services and manage the Acronis software.

Known Issues:

Title	Related to
Acronis vmProtect: Very Slow or No Connection to Web Console on Virtual Appliance	Acronis Backup for VMware (Acronis vmProtect)

Troubleshooting:

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

1. Virtual Appliance

Complete all the following steps to troubleshoot the issue:

1.1 Error Troubleshooting

First of check if there are free space on the system drive on the virtual appliance. If the drive is overloaded and there are no free space then this issue can appear. The detailed instructions are described in the Acronis vmProtect: Very Slow or No Connection to Web Console on Virtual Appliance article.
If the free space is enough then check the connection speed to the Virtual Appliance from the workstation the connection is performed from. It can be done using "ping" command from the command line: "ping Virtual_Appliance_IP_Address".
Try to disable the antivirus software on the workstation and check the connection.
Try to connect to the virtual appliance from the workstation located in the same subnet as the Virtual Appliance.
Try to connect to the virtual appliance using another web-browser.

If these steps did not help to resolve the issue, proceed to the Collect information step.

1.2 Collect Information

Collect the following information and contact Acronis Support.

The detailed information about the network connection between the machine you are trying to connect from and the Virtual Appliance (if the machine and the virtual appliance are located in one subnet and etc.)
The Virtual Appliance OVF template. It can be captured using the following steps:

Run VMware vSphere Client and connect to the vCenter or VMware ESXi host where the Virtual Appliance is hosted;
Select the Virtual Appliance and follow Files -> Export -> Export to OVF template.

2. Windows Agent

Complete all the following steps to troubleshoot the issue:

2.1 Error Troubleshooting

Check the connection speed to the server with Acronis Agent from the workstation the connection is performed from. It can be done using "ping" command from the command line: "ping Acronis_Agent_IP_Address".
Try to disable the antivirus software on the workstation and the server with Acronis Agent and check the connection.
Try to connect to the Acronis Agent from another workstation located in the same subnet as the Agent.
Try to connect to the Acronis Agent using another web-browser.

If these steps did not help to resolve the issue, proceed to the Collect information step.

2.2 Collect Information

Collect the following information and contact Acronis Support.

The detailed information about the network connection between the machine you are trying to connect from and the Acronis Agent (if the machine and the server are located in one subnet and etc.)
Acronis System Report from the server with Acronis Agent. The report can be captured using AcronisInfo utility.

Knowledge Base

46470: Acronis Backup for VMware: Troubleshooting Connection to Web Console

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Applies to:

Operating Systems:

Introduction

Solution

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