62375: Acronis Cyber Backup 12.5 and 12: how to collect debug logs (Linux)

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    Last update: 01-05-2020

    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 up 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:

    • Acronis Managed Machine service: /usr/lib/Acronis/BackupAndRecovery/mms.config
    • service process: /usr/lib/Acronis/BackupAndRecovery/service_process.config
    • Acronis Management Server: /usr/lib/Acronis/AMS/abr_ams.config
    • Service Manager: /usr/lib/Acronis/ServiceManager/asm.config
    • Acronis Removable Storage Management Service: /usr/lib/Acronis/ARSM/arsm.config
    • Zmq Gateway: /usr/lib/Acronis/ZmqGw/zmqgw.config

    Step 2: change the configuration file

    1. Open the configuration file in an editor, e.g. nano:

      nano <path_to_the_file>.config

    2. Search for the <logging> tag:
    3. Find the channel you want to enable debug logs for :
      • Acronis Managed Machine Service /usr/lib/Acronis/BackupAndRecovery/
        <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="perf-stat-init"...>
         <channel id="perf-stat-runtime" ...>
        <channel id="task_execution"...>
        <channel id="rest_api"...>
        <channel id="active_protection"...>
      • service process usr/lib/Acronis/BackupAndRecovery/
        <setlevel id="service_process"...>
      • Acronis Management Server /usr/lib/Acronis/AMS/
        <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="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="update_provider"...> debug by default
        <channel id="rest_api"...>
        <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 /usr/lib/Acronis/ServiceManager/asm.config
      • Acronis Removable Storage Management Service /usr/lib/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 /usr/lib/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:
      Ctrl+O and Enter - save the file
      Ctrl+X - exit
    6. Restart the corresponding service by running the appropriate command:
      • after changing ams.config -> service acronis_ams restart
      • after changing arsm.config -> service acronis_rsm restart
      • after changing mms.config -> service acronis_mms restart
      • after changing asm.config -> service acronis_asm restart
      • after changing zmqgw.config -> service acronis_zmqgw restart

    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: /var/lib/Acronis/AMS/logs
    • Acronis Management Console log: /var/lib/Acronis/BackupAndRecoveryConsole/logs
    • Acronis Removable Storage Management service log: /var/lib/Acronis/ARSM/logs
    • Service process log: /var/lib/Acronis/ServiceProcess/logs

    Step 4: disable debug logging

    1. Open the configuration file in an editor, e.g. nano.
    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="/tmp" then logs will be generated to /tmp.

    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.