58243: Acronis True Image: Collecting Debug Logs

    Introduction

    Acronis True Image logs are used to troubleshoot and resolve technical issues with the software. When standard logs are not enough, additional debug logging mode could be enabled to capture more details about the issue, understand what happens and find a solution.

    This article describes how to collect debug logs on Windows and Mac without any third-party tools. The usual Acronis True Image log files will become more detailed, and at the same time, will occupy more disk apce. After the issue is resolved, it is recommended to turn off debug logging mode to save on disk space, taken by the software's logs.

    Windows

    Collecting debug logs consists of three steps: 1) enable debug logging mode, 2) reproduce the issue and 3) generate a new system report.

    Step 1. Enable debug logging mode

    1.1 General debug logs - enabled in the system registry

    Download and unpack debug_logs_on_off.zip.

    Double-click enable_debug_logs.reg, click Yes to confirm the operation.

    This will change the value of the TraceLevel registry parameter from default 2 (meaning collect standard logs only) to 0 (zero, meaning collect standard and debug logs).
    32-bit Windows: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\TrueImageHome\Settings
    64-bit Windows: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\TrueImageHome\Settings

    1.2 Per-component debug logs - enabled in .config files

    Enable per-component additional logging only if instructed so by Acronis Support Engineer.

    Copy one or more configuration files from their folders to the Desktop:

    Windows 64-bit:

    "C:\Program Files (x86)\Common Files\Acronis\TrueImageHome\TrueImageHomeService.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\acronis_drive.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\LicenseActivator.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\MediaBuilder.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\mobile_backup_status_server.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\TrueImage.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageMonitor.config"
    "C:\Program Files (x86)\Acronis\TrueImageHome\TrueImageTools.config"

    Windows 32-bit:

    "C:\Program Files\Common Files\Acronis\TrueImageHome\TrueImageHomeService.config"
    "C:\Program Files\Acronis\TrueImageHome\acronis_drive.config"
    "C:\Program Files\Acronis\TrueImageHome\LicenseActivator.config"
    "C:\Program Files\Acronis\TrueImageHome\MediaBuilder.config"
    "C:\Program Files\Acronis\TrueImageHome\mobile_backup_status_server.config"
    "C:\Program Files\Acronis\TrueImageHome\TrueImage.config"
    "C:\Program Files\Acronis\TrueImageHome\TrueImageMonitor.config"
    "C:\Program Files\Acronis\TrueImageHome\TrueImageTools.config"

    Open the copied files from the Desktop in a text editor, e.g. Notepad.

    Replace all the occurrences of level="info" with level="debug".

    Save the changes and close the text editor.

    Copy the edited versions of configuration files to their original folders, replacing original versions.

    Reboot the computer for changes to take effect. Although it is possible to restart just the particular Acronis True Image component, we recommend doing a complete system reboot to get a complete picture of the software behavior which includes the initialization stage at computer startup.

    Example of True Image Monitor configuration file with enabled additional logging:

    1.3 Acronis Cloud debug logs - enabled in Windows system variables

    If the technical issue you are experiencing is related to Acronis Cloud, extra logging can help understand better the issue and find a solution.

    Right-click "This PC" in File Explorer

    Select Properties.

    Click Advanced system settings. The window System Properties will open.

    Click on the tab Advanced

    Click Environment Variables

    Click New under System variables section

    Type "ASC_TRACE_LEVEL" (without quotes) in the field Variable name

    Type "info" (without quotes) in the field Variable value

    Click OK three times to close the dialog windows, saving changes

    Reboot the computer

    Step 2. Reproduce the issue

    Reproduce the technical issue with Acronis True Image. The program will log its activity in more detail this time.

    Step 3. Generate a new system report

    Generate a new system report. If you are in contact with Acronis Customer Central, upload the new system report to Acronis FTP server.

    After the issue is fixed, disable the debug log mode to reduce the disk space, occupied by Acronis True Image log files.

    Mac

    1. Quit Acronis True Image and stop running backup tasks  

    2. Open the following config file for edit (with admin privileges): 

     /Library/Application\ Support/Acronis/Registry/TrueImageHome.config

    e.g. sudo vim /Library/Application\ Support/Acronis/Registry/TrueImageHome.config

    3. Add the following line under <key name="Settings"> line:

    <value name="TraceLevel" type="Tdword">"1"</value>

    4. Find all *.config files in /Applications/Acronis True Image.app/Contents/MacOS/

    Open each file and replace all level="info" with level="debug"

    5. Reproduce the issue with Acronis True Image

    6. Download system_report.command.zip

    7. Right-click on the script.

    8. You will get the following message:

    9. Click Open.

    If you are running the script in OS X, the Acronis System Report folder will be created on the desktop. Finder will automatically open the folder with the System Report when the report is collected.

    Acronis System Report collects the following information:

    10. To prevent the disk from being filled with debug logs, please disable them after you have reproduced the issue and sent a system report to Acronis. 

    To do this, change level="debug" to level="info" in all  *.config files in /Applications/Acronis True Image.app/Contents/MacOS/ . Also edit /Library/Application\ Support/Acronis/Registry/TrueImageHome.config and remove the previously added <value name="TraceLevel" type="Tdword">"1"</value> line.

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