49484: Acronis True Image: Finding and Analyzing Logs

    In Acronis True Image logs are not shown in the product GUI.

    Finding product logs

    1. Navigate to:
      Windows XP: Documents and Settings\All Users\Application Data\Acronis\TrueImageHome\Logs
      Windows Vista/7/8/10: ProgramData\Acronis\TrueImageHome\Logs
      Mac: /Users/user/Library/Logs/Acronis
    2. Sort the logs by date modified (descending).
    3. Select the log for the respective operation for the appropriate date:
      service_[date-time].log - Backup/Restore operation
      console-[GUID].log - Operations in GUI
      afcdpsrv.log, NSB_[date-time].log - Nonstop Backup
      tools_[date-time].log - Tools and utilities operations
      MediaBuilder-[GUID].log - Media Builder operations
      installer-[GUID] - MSI installation log

    Finding SnapAPI logs (in Acronis True Image 2017 and 2016)

    Navigate to:
    Windows XP: Documents and Settings\All Users\Application Data\Acronis\SnapAPILogs
    Windows 7/8/10: ProgramData\Acronis\SnapAPILogs

    Analysing logs

    1. A backup log starts with the product and task info:
      <?xml version="1.0" encoding="UTF-8" ?>
      <log uuid="AB05C254-CAD6-4751-AF9A-2C3BD5A473E5" product="True Image" version="18.0" build="5539" task="375880D2-AE15-4F4E-A7E1-5611FF669B72" task_name="Test" >
    2. Then operations are listed:
      <event id="1" level="2" module="100" code="2" time="1412956537" message="Operation Test started manually." />
      <event id="2" level="2" module="100" code="0" time="1412956537" message="Operation description: Stage Description." />
      <event id="3" level="2" module="316" code="0" time="1412956538" message="Operation: backup“ />
    3. Then service information goes, just ignore it:
      <event id="6" level="2" module="515" code="0" time="1412956540" message="k:\5539\network\astorage\client\address_resolver.cpp:81: DNS resolved: cloud-fes-eu1.acronis.com -> 85.25.240.173" />
    4. Find the text error message
      <event id="98" level="4" module="23" code="2065" time="1412956544" message="Nothing to back up." line_tag="0xC4A6B3A72E37E56E" >
    5. <event id="103" level="4" module="316" code="5" time="1412956544" message="Operation has completed with errors." line_tag="0x9F2C53C72E8BCDDE" >
    6. Interpret the log, search the KB for error message and line tag.

    More information

    Collecting SnapAPI logs
    Collecting VSS Requestor log
    Collecting Scheduler log
    Collecting MSI log. If the standard procedure fails, check in the %TEMP% folder for AcronisTrueImage.msi.txt

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