57128: Acronis Backup Cloud / Acronis Backup Service: Enabling Debug Logging

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    In Windows

    To enable logging perform the following steps:

    1. Open Computer Properties -> Advanced system settings -> Environmental Variables.
    2. Under System Variables click New.
    3. Set Variable name to ASC_TRACE_LEVEL
    4. Set Variable value to info
    5. Restart Acronis Managed Machine Service.

    Reproduce the issue and collect System Information afterwards:

    1. Select the machine that you want to collect the logs from.
    2. Click Activities.
    3. Click Collect system information.
    4. If prompted by your web browser, specify where to save the file.

    Do not forget to revert your changes back to avoid creating unnecessary log files after all logs are collected.

    On Mac

    To enable logging perform the following steps:

    1. Open Terminal and execute these commands:
           sudo launchctl stop acronis_mms
           cd "/Library/Application Support/BackupClient/Acronis/sbin"
           sudo cp acronis_mms acronis_mms.bak
    2. Open the file acronis_mms for editing. For example, in nano editor:
           $ sudo nano acronis_mms
    3. Navigate to this line:
           exec "/Library/Application Support/BackupClient/Acronis/BackupAndRecovery/mms" "$@"
      and insert this line before the line above:
           export ASC_TRACE_LEVEL=info
    4. Save changes and close the file.
    5. Execute:
           sudo launchctl start acronis_mms

    Reproduce the issue and collect System Information afterwards:

    1. Select the machine that you want to collect the logs from.
    2. Click Activities.
    3. Click Collect system information.
    4. If prompted by your web browser, specify where to save the file.

    To disable logging open Terminal and execute:

         sudo launchctl stop acronis_mms
         cd "/Library/Application Support/BackupClient/Acronis/sbin"
         sudo mv acronis_mms.bak acronis_mms
         sudo launchctl start acronis_mms

    On Linux

    To enable logging perform the following steps:

    1. Open Terminal and execute these commands: 
           sudo service acronis_mms stop
           cd /usr/sbin/
           sudo cp acronis_mms acronis_mms.bak
    2. Open the file acronis_mms for editing. For example, in nano editor: 
           $ sudo nano acronis_mms
    3. Navigate to this line: 
           exec $WRAPPER /usr/lib/Acronis/BackupAndRecovery/mms "$@"
      and insert this line before the line above: 
           export ASC_TRACE_LEVEL=info

    4. Save changes and close the file.
    5. Execute: 
           sudo service acronis_mms start

    Reproduce the issue and collect System Information afterwards:

    1. Select the machine that you want to collect the logs from.
    2. Click Activities.
    3. Click Collect system information.
    4. If prompted by your web browser, specify where to save the file.

    To disable logging open Terminal and execute:

         sudo service acronis_mms stop
         cd /usr/sbin/
         sudo mv acronis_mms.bak acronis_mms 
         sudo service acronis_mms start

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