60315: Acronis Backup 11.7 U1: how to collect debug logs (Windows)

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    Last update: 19-11-2018

    Starting with Acronis Backup 11.7 Update1 a new logging system has been implemented for Acronis Management Server, Acronis Storage Node, Acronis Removable Storage Management service, service process, and Acronis Management Console.

    Debug logs for Acronis Managed Machine service can still be collected as described here.

    This article describes the new way of enabling debug logging.

    Step 1: find the component's configuration file

    Logs are controlled by configuration files which are located in the folder with the respective binary:

    On a 32-bit system, look in "C:\Program Files (x86)" instead of "C:\Program Files".
    • Acronis Management Server: C:\Program Files\Acronis\AMS\ams.config
    • Acronis Storage Node: C:\Program Files\Acronis\StorageNode\ss.config
    • Acronis Removable Storage Management Service C:\Program Files\Acronis\ARSM\arsm.config
    • Acronis Management Console C:\Program Files)\Acronis\BackupAndRecoveryConsole\ManagementConsole.config
    • Service process C:\Program Files\Common Files\Acronis\BackupAndRecovery\Common\sp.config

    Step 2: change the configuration file

    1. Open the configuration file in an editor, for example, Notepad.
    2. Search for the <logging> tag:
    3. Find the channel you want to enable debug logs for:
      • Acronis Management Server: <channel id="ams"...>
      • Acronis Storage Node: <channel id="asn"...>
      • Acronis Removable Storage Management service: <channel id="arsm"...>
      • Acronis Management Console: <channel id="managementconsole"...>
      • service process: <channel id="sp"....>
    4. Change the value of level="info" from "info" to "debug":
    5. Save changes and close the file.
    6. Restart the corresponding service: Start -> in Search, type services.msc and press Enter -> locate the service and click Restart service.
      • after changing ams.config -> Acronis Management Server service
      • after changing ss.config -> Acronis Storage Node service
      • after changing arsm.config -> Acronis Removable Storage Management service
      • after changing sp.config -> Acronis Management Machine service and - for a machine with Acronis Storage node - Acronis Storage Node service

    Step 3: reproduce the problem and collect the log

    Once you have enabled debug logging, reproduce the problem.

    The log has Process ID and time of process start.

    Now you can check the log to investigate the root cause of the issue or collect Acronis system information and contact Acronis Support for assistance.

    Logs are located in:

    • Acronis Management Server log: C:\ProgramData\Acronis\AMS\logs
    • Acronis Storage Node log: C:\ProgramData\Acronis\BackupAndRecovery\ASN\logs
    • Acronis Management Console log: C:\ProgramData\Acronis\BackupAndRecoveryConsole\logs
    • Acronis Removable Storage Management service log: C:\ProgramData\Acronis\ARSM\logs
    • Service process log: C:\ProgramData\Acronis\ServiceProcess\logs

    Step 4: disable debug logging

    1. Open the configuration file in an editor, for example, Notepad.
    2. Search for the <logging> tag.
    3. Change the value of level="debug" from "debug" to "info".
    4. Save changes and close the file.
    5. Restart the corresponding service.

    More information

    Other parameters that you can change in the configuration file:

    folder="<folder>" is the folder to place logs. For example, if you set it to the folder="C:\temp" then logs will be generated to C:\temp

    level="{error|warning|info|debug}" is the logging level. All logs with the level less than specified here are not written to the log. For example, if set to "info", all logs except debug logs are written to the log (default value). If set to "warning", only warning and error messages are written to the log.

    enabled="{true|false}" enables or disables this log.

    maxfiles="<number>" sets the maximum number of log files. If you have more logs than maxfiles older logs will be removed.

    maxage="<number>" sets the maximum age of log files in hours. If you have older logs than maxage, older logs will be removed.