46730: Acronis Backup for VMware: Recovered Operating System Crashes (BSOD or Kernel Panic)

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Operating Systems: 

    This article applies to:

    • Acronis Backup for VMware (Acronis vmProtect)

    Introduction

    Acronis Backup for VMware (Acronis vmProtect) can be used to back up and recover the virtual machines hosted on VMware ESXi servers and to migrate physical machines to virtual environment. During migration Acronis Universal Restore technology is used to allow the created virtual machine to boot in the virtual environment.

    Solution

    Crash of the recovered operating system is a rare ocasion. To investigate a crashing operating system issue, please collect the following information:

    1. Screenshot of BSOD error or kernel panic error.
    2. Debug logs of restore operation. The step-by-steps guide capturing these logs can be found at Acronis vmProtect: Collecting Debug Logs for Virtual Appliance and Windows Agent
    3. The archive that is used to restore if it is possible. Having the archive we can reproduce the issue locally. It will increase the speed of resolution.
    4. Configuration files from the target VM that fails to boot and from source VM if it exists. The configuration is a .vmx file stored in the datastore in the folder where the VM files are located. It can be uploaded from the datastore via the VMware vSphere Client.
    5. Detailed information about the source environment. If the versions of source and target VMware ESX(i) hosts differ, check whether the same problem appears if recovery is performed to source ESX(i) host. Recovery should be performed to a new virtual machine.
    6. If the source and/or target machine is a physical machine then the Acronis System Report from Acronis Bootable Media is required. Acronis System Report that can be captured using the same steps as described in the "Generating Acronis System Report from bootable media" section in the Acronis Backup & Recovery 11.5: Generating System Report article.

    With information collected contact Acronis Customer Central.

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