46770: Acronis True Image: Troubleshooting Performance Issues

    This article looks at troubleshooting performance issues in Acronis True Image.

    In general, perfomance is constantly being optimized, so updating to the latest build is always recommended for the best perfomance of backup and other operations. Always make sure you are troubleshooting perfomance issues with the latest build of the product (if it is possible).

    Prerequisites

    Before anything else, please check out the general system requirements (in product documentation) to make sure that the hardware usage in your particular scenario is actually outside the normal operating parameters of our product.

    Supported Operating Systems and system requirements

    1. Compatibility

    1. Make sure the operating system is supported by Acronis True Image, see:
      Acronis True Image 2017: Supported Operating Systems
      Acronis True Image 2016: Supported Operating Systems
      Acronis True Image 2015: Supported Operating Systems
    2. Make sure your machine meets the hardware requirements, see product documentation.

    2. Update

    Each time you start the program, Acronis True Image checks whether a new version of the software is available on the Acronis website. If so, the software provides a link for downloading a setup program of the new version.

    To check for updates manually, start the program and then click Account (or Help in older versions) > Check for updates. In that window, you can also disable the automatic checks for updates.

    To update Acronis True Image:

    1. Run the setup program of the updated version of Acronis True Image.
    2. Click Install.
    3. Click Update.
    4. If prompted, specify the license keys, by typing them manually.
    5. Follow the on-screen instructions.

    If all steps above have been executed and the issue still persists, go to the  error troubleshooting step.

    Troubleshooting

    Backup, Validation, Recovery, Cloning or using Tools perfomance issues

    If you are experiencing performance issues during Backup, Validation, Cloning or using Tools, please follow the instructions below to troubleshoot and collect diagnostic information on hardware resources overuse:

    • Test your disk with the Check Disk Tool to make sure it is fully functional and does not contain bad sectors or file system errors.
    • Clarify the exact circumstances of the issue. Pay special attention if this happens before/during/after a backup or other operation 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.
    • If this happens during an operation with our product, like during a backup, please collect details on the configuration of this operation and the 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?
    • Please collect a dump of the process facing resources issues while the problem is reproduced. Do this in exactly the same way you would collect a dump of a hung process. The instructions to do this are described in Acronis Software: Troubleshooting Application Crashes.
    • Please collect a Process monitor log while the issue is reproduced (run for 1-2 minutes) as described in this article.
    • If you are backing up to a network location (for example, a NAS or a folder on another computer) or to Acronis Cloud, collect a Wireshark log as well.
    • Collect a system report from the system where this issue is happening:
      Acronis True Image 2017: Generating System Report
      Acronis True Image 2016: Generating System Report
      Acronis True Image 2015: Generating System Report

    With information collected please contact Acronis Customer Central.

    Graphical user interface performance issues

    Slow response of graphical user interface in certain views can be expected behavior during backup or other product operations as this can lock files during use, which causes the GUI to wait for an unlock. Make sure that the issue is reproduced when no operations are running before following other instructions in this part.

    Please follow the instructions below to troubleshoot and collect diagnostic information:

    • Check if this happens in general for all GUI components, or in a fixed number of specific tabs/views of the product. In the second case, clarify the number and types of elements being displayed in those views (please make screenshots).
    • Clarify the exact circumstances of the issue. Pay special attention if this happens in a random manner/sporadically, if this is something that happens after a specific action or if this is something that becomes apparent over time after many operations. In the last case, note how long it takes for the issue to be reproduced and in what circumstances.
    • Note the exact time it takes to display the elements in question after clicking on them.
    • Please collect a Process monitor log while the issue is reproduced (run for 1-2 minutes) as described in this article.
    • Collect a system report from the system where this issue is happening:
      Acronis True Image 2017: Generating System Report
      Acronis True Image 2016: Generating System Report
      Acronis True Image 2015: Generating System Report

    With information collected please contact Acronis Customer Central

    Slow Network Search or Synchronization

    Please follow the instructions below to troubleshoot and collect diagnostic information:

    1. Test your disk with the Check Disk Tool to make sure it is fully functional and does not contain bad sectors or file system errors.
    2. Do not perform any disk/volume operations while running other software that has low-level disk access. Close these programs before running Acronis True Image.
    3. Do not perform any tasks with intensive network load, such as data downloads, streaming and others. Please terminate or pause such activities before running Acronis True Image.

    Collect information:

    Collect following information and contact Acronis Customer Central.

    Send the collected information to Acronis Customer Central via FTP: see Uploading Files to Acronis FTP Server. A unique FTP link tied to your case can be provided by the Support Engineer assigned to your case.

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