60392: Acronis Backup 12.5 and 12: how to collect debug logs (Windows)

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    This article describes the new way of enabling debug logging. Debug logs are needed in rare occasions and must be gathered only if Acronis support representative explicitly asks to do it (basically, when the root cause of a warning or error cannot be discovered based on the existing errors). Do not enable debug logs by default - it will fill free space quickly, and troubleshooting usual problems will be almost impossible due to large amount of unnecessary data.

    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 Managed Machine service: C:\Program Files\Acronis\BackupAndRecovery\mms.config
    • service process: C:\Program Files\Acronis\BackupAndRecovery\service_process.config
    • Acronis Management Server: C:\Program Files\Acronis\AMS\
      abr_ams.config
      virtual_center_addon.config
    • Service Manager: C:\Program Files\Acronis\ServiceManager\asm.config
    • Acronis Storage Node: C:\Program Files\Acronis\StorageNode\
      ss.config
      staging_command.config
    • Acronis Removable Storage Management Service: C:\Program Files\Acronis\ARSM\arsm.config
    • Zmq Gateway: C:\Program Files\Acronis\ZmqGw\zmqgw.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 all the channels:
      • Acronis Managed Machine Service C:\Program Files\Acronis\BackupAndRecovery\
        mms.config
        <channel id="mms"...>  
        <channel id="alerts"...>
        <channel id="archive-manager"...>
        <channel id="astorage-client"...>
        <channel id="disk-manager"...>
        <channel id="backup-api"...>
        <channel id="dms"...>
        <channel id="protection_engine"...>
        <channel id="recovery-assistant"...>
        <channel id="zmq_client_connections"...> debug by default
        <channel id="zmq_client_sessions"...> debug by default
        <channel id="http"...>
        <channel id="account_server_client"...>
        <channel id="enforcement"...>
         <channel id="pcs"...>
        <channel id="task_execution"...>
        <channel id="rest_api"...>
        <channel id="active_protection"...>
      • service process C:\Program Files\Acronis\BackupAndRecovery\
        service_process.config
        <setlevel id="service_process"...>
      • Acronis Management Server C:\Program Files\Acronis\AMS\
        abr_ams.config
        <channel id="active_protection"...>
        <channel id="activity-stream"...> debug by default
        <channel id="agent-migration"...>
        <channel id="alerts"...>
        <channel id="ams"...>
        <channel id="async-ipc"...>
        <channel id="backup-assistant"...>
        <channel id="client-activity"...>
        <channel id="con"...>
        <channel id="curl"...>
        <channel id="dml_core"...>
        <channel id="dml_dispatcher_perf"...>
        <channel id="dms"...>
        <channel id="email_service"...>
        <channel id="enforcement"...>
        <channel id="gxt_engine_requests"...>
        <channel id="http"...>
        <channel id="perf-stat-init"...>
        <channel id="perf-stat-runtime"...>
        <channel id="protection_engine"...>
        <channel id="recovery-assistant"...>
        <channel id="registry-access"...>
        <channel id="session-manager"...> debug by default
        <channel id="server_dispatcher_perf"...>
        <channel id="settings"...>
        <channel id="tenancy_resolver"...>
        <channel id="sync_replication"...> debug by default
        <channel id="kibana"...>
        <channel id="update_provider"...> debug by default
        <channel id="rest_api"...>
         
        virtual_center_addon.config
        <channel id="balancing_addon"...>
        <channel id="balancing_addon_extra"...> debug by default
        <channel id="instance_merger_extra"...> debug by default
        <channel id="task_execution">
      • Service Manager C:\Program Files\Acronis\ServiceManager\
        asm.config
        "log_level"
      • Acronis Storage Node: C:\Program Files\Acronis\StorageNode\
        ss.config
        <channel id="asn"...>
        <channel id="pcs"...>
        <channel id="con"...>
        <channel id="archive-manager"...>
        <channel id="astorage-client"...>
        <channel id="backup-api"...>
        <channel id="dms"...>
        <channel id="zmq_client_connections"...> debug by default
        <channel id="zmq_client_sessions" ...> debug by default
        <channel id="http"...>
        <channel id="archive3"...>
        <channel id="account_server_client"...>
        <channel id="session-manager"...> debug by default
         
        staging_command.config
        <channel id="task_execution"...>
      • Acronis Removable Storage Management Service C:\Program Files\Acronis\ARSM\
        arsm.config
        <channel id="arsm"...>
        <channel id="tape_hotplug"...>
        <channel id="tape_select"...>
        <channel id="tape_scsi"...> debug by default
        <channel id="tape_db"...> debug by default
        <channel id="session-manager"...>
        <channel id="con"...>
      • Zmq Gateway C:\Program Files\Acronis\ZmqGw\
        zmqgw.config

        <channel id="settings"...>
        <channel id="zmqgw"...> debug by default

    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 Customer Central 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.

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