46760: Acronis Cyber Protect: Troubleshooting hardware resources overuse (high CPU, memory usage) and performance issues

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Operating Systems: 

    Last update: 25-08-2021

    In general, performance is constantly being optimized, so updating to the latest build is always recommended for the best performance of backup and other operations. 

    First of all, please check out the general system requirements, described in your product documentation, to make sure that the hardware usage in your particular scenario is actually outside the normal operating parameters of our product. 

    To investigate the issue with Acronis support, please collect the following diagnostic information:

    1. Clarify the exact circumstances when this issue is reproduced. Pay special attention if this happens before/during/after a specific operation or setting enabled or if this is something that becomes apparent over time after many operations. In the second case, note how long it takes for the issue to be reproduced.
      1. If this happens during a specific operation, please collect details on the configuration of this task: 
      • details of the protection plan
      • log of the operation
      • information about the backup and its location (type, size, archive type (legacy version 11 or newer version 12), physical location, number of archives and backups in the vault)
      • scope of the issue, for example, if this happens during disk backup, would a smaller file backup or backup to another location cause similar issues; or if restore performance is poor, does it reproduces with bootable media as well
      1. If this happens while a certain setting is enabled, for example Antivirus & Antimalware protection service is enabled, please collect details on the configuration of the service causing spikes in hardware usage.
    2. Collect a dump of the process facing resource issues while the problem is reproduced. Do this in exactly the same way you would collect a dump of a hanging process. See instructions provided in Acronis Software: Troubleshooting application lockups.
    3. For Windows, please collect a Process monitor log while the issue is reproduced (run for 1-2 minutes). See Collecting Process Monitor Log.
    4. For Linux systems, please collect an strace log: Acronis Linux Products: Collecting Strace Output of Acronis Services in Linux.
    5. For Virtual Appliance:
      1. CPU usage:
        - Connect to ESX(i) host/vCenter via vSphere Infrastructure Client and click on the installed and running Virtual Appliance.
        - Go to Console tab (the GUI of the Virtual Appliance) and press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2.
        - Run "top" command and create a screenshot of the output;
      2. Performance logs from VMware ESX(i) host where the VA is running using the steps described in the respective article in VMware Knowledge Base. Pay attention on the step 8 to enable capturing the performance data.
    6. Collect System Report from the Agent machine affected by the issue: Acronis Cyber Protect Cloud: Collecting system report or Acronis Cyber Protect 15: how to collect system information, if this fails for any reason, you can use this AcronisInfo Utility.