When troubleshooting LAN-free backup issues, you might be asked to collect VMware vddk logs.

Virtual Appliance

1. Open appliance command line shell (Ctrl+Shift+F2 while appliance GUI console is opened) or connect to appliance via WinSCP
   How to use the WinSCP utility to connect to the Virtual Appliance: click to expand

   • Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows. Its main function is to secure file transfer between a local and a remote computer. Beyond this, WinSCP offers basic file manager and file synchronization functionality.
   • Log in to vSphere Client and open the console of Acronis Virtual Appliance. Write down or remember the IP address of it.
   • Press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2 in Acronis Cyber Backup for VMware (Acronis vmProtect) or CTRL+SHIFT+ALT+SPACE+F2 in the Virtual Appliance of Acronis Cyber Backup Advanced 11.5 for VMware (Acronis Cyber Backup & Recovery).
   • In the console please type this command: /bin/sshd
   • Launch the WinSCP utility on the machine where you installed it;
   • In the host machine field type your Virtual Appliance IP (recorded on Step 2), the same as in the vSphere console. The default login:password is root:root (the password may differ if you changed it via web console at Configure ->  Agent Password).
   • The protocol should be set to SCP and then click on log in;
   • You will get a window with all the directories of the Appliance (Windows Commander-like interface).

2. Modify /bin/autostart file on appliance via "vi" editor or by connecting to appliance via WinSCP and editing this file in standard text editor
3. Add the following line right before the last line in /bin/autostart file (this line should be added above "grep -q quiet /proc/cmdline && exec $1" line):
   export trace_vix_disk_lib=1
4. Reboot the appliance via "reboot" command 
5. Reproduce the issue.
6. Using the WinSCP Utility connect to the Appliance and collect logs from /var/lib/Acronis/vix_disk_lib/
7. After collecting the logs remember to roll back the changes, e.g. remove the export trace_vix_disk_lib=1 line from /bin/autostart file and reboot the appliance

Windows Agent

Create a system variable trace_vix_disk_lib with value 1:

1. Right-click on My computer;
2. Go to "Advanced System Settings";
3. In the Advanced tab select Environmental Variables;
4. Add "new" in System variables;
5. Set name "trace_vix_disk_lib";
6. Set value "1";
7. Restart Acronis Managed Machine service;
8. Start backup;
9. Go to %ALLUSERSPROFILE%\Acronis\vix_disk_lib;
10. Zip the logs.

All-In-One Appliance (Acronis Cyber Protect 15, Acronis Cyber Backup 12.5)

1.  Edit /usr/sbin/acronis_mms file in any text editor – e.g. via WinSCP 
   How to use the WinSCP utility to connect to the Virtual Appliance: click to expand

   • Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows. Its main function is to secure file transfer between a local and a remote computer. Beyond this, WinSCP offers basic file manager and file synchronization functionality.
   • In the command line of the Virtual Appliance type this command:
     /bin/sshd
   • Launch the WinSCP utility on the machine where you installed it.
   • In the host machine field type your Virtual Appliance IP (you can check it in the vSphere console). Provide the credentials for connecting to appliance.
   • The protocol should be set to SCP and then click on log in.
   • You will get a window with all the directories of the Virtual Appliance (Windows Commander-like interface).

2.   Add export trace_vix_disk_lib=1 to the beginning of the file – right below #!/bin/bash line

   

3.  Restart Acronis_mms.service – it can be done via Cockpit interface: select the service in the Services -> System Services list, then select Restart in the drop-down menu.

   Alternatively, you can reboot the appliance.

4. Reproduce the issue.
5. Using the WinSCP Utility connect to the Appliance and collect logs form /var/lib/Acronis/vix_disk_lib/
6.  After collecting the logs remember to roll back the changes, e.g. remove the export trace_vix_disk_lib=1 line from /usr/sbin/acronis_mms file and restart acronis_mms.service or reboot the appliance

Provide collected logs to Acronis Support.