46575: Acronis Cyber Backup: Collecting VMware VDDK Logs

    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

    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 form /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

    All-In-One Appliance

    1.  Edit /usr/sbin/acronis_mms file in any text editor – e.g. via WinSCP 

    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

    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.

    Provide collected logs to Acronis Customer Central.

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