This article applies to:
Acronis Cyber Protect Cloud (formerly Acronis Cyber Backup as a Service)
Introduction
Acronis Software is not always able to detect storage hardware correclty in the backup source selection or Disk Management components. This is often caused by a conflict with hardware, its drivers or third-party software. There is a huge number of possible storage configurations, and we cannot test every single one beforehand.
This issue can also be caused by an incorrect or unfinished installation of the product.
Solution
Follow to Troubleshooting Acronis Support if you experience an issue with HDD detection under bootable media.
Solution
Troubleshooting:
Follow step-by-step instructions below to troubleshoot the issue. Choose Windows or Linux depending on what operating system the Backup Client is installed.
The first step in troubleshooting and resolving this issue is to verify all of the low-level driver components of our SnapAPI driver. This is a difficult process to run manually due to the number of components and their intallation complexety. Our developers have created an automatic veriffication tool: installation_test.x86.exe
Please do the following to check the installation:
Download installation_test.x86.exe
Open the Command Prompt (Start -> Run -> cmd)
Navigate to the directory where you have saved the tool by issuing:cd <path_to_the_tool>
Run the following command:installation_test.x86.exe -drivers fltsrv snapapi
You will see a message like "Modules configuration is ok" or "Modules configuration failed".
If the configuration is OK and you still cannot see the disks, please go the the collect information step . Otherwise, please reinstall the latest recommended version of our SnapAPI driver (2140) attached to the article (download the .msi-file and run it, reboot will be required to complete the operation).
Currently released builds of Backup Client for Linux will detect hard-disks regardless of SnapAPI module status in the system. An uncompiled or otherwise not working kernel module will lead to snapshot creation failure, but not problems with disk detection.
Thus, all issues like this under Linux are caused by conflicts with the storage subsystem and require further information to troubleshoot. Please see the collect information step
Collect Information
Collect following information and contact Acronis Support .
Windows
Provide full details on the storage sytem hardware: number of disks and RAID configuration where applicable, volumes type and size on each disk, controller hardware model and connection type;
Provide a screen-shot showing the issue;
Provide the output of the installation_test.X86.exe utility (issue installation_test.x86.exe -drivers fltsrv snapapi >> c:\testoutput.txt to save the output to file);
Enable SnapAPI logs and reproduce the issue;
Collect System Report from the machine in question: see instructions .
With information collected contact Acronis Support .
Linux
The first step in collecting necessary Linux information is to enable debug logs.Please do the following:
Issue sudo vi /usr/sbin/acronis_mms to open acronis_mms in vi editor from root privileges;
Press i to enter the editing mode;
Add export DSK_MMS_LOG=1 to the script after ulimit command;
Add export DSK_SERV_LOG=1 to the script right after the above export command;
Hit Esc to exit editing mode;
To exit the editor and save changes, issue :wq
Restart our MMS service by running the command /etc/init.d/acronis_mms restart.
Collect a Linux System Report as described in this article .
With information collected contact Acronis Support .
