Symptoms

A backup done by Virtual Appliance, All-in-One appliance, an agent on a Windows machine with Acronis Management Server installed, or an agent on a Linux machine with Acronis Management Server installed is failing with an error that not enough memory is available ("Not enough memory" or similar messages). 

The system information collected from such an agent might be corrupted/incomplete, or cannot be collected at all.

Cause

Provided that the target drive has enough space, the issue can have one of these root causes:

1. Insufficient RAM. This is especially the case if you notice that backup fails on some machines while it works on the others.

2. Excessive logs occupy free space.

Solution

1. Check the archive size and increase RAM, if need be. As described in the user guide, it is generally 1 GB for 1 TB of archive size.

2. If it does not help (RAM is not being used up during the backup, and/or the backup itself is small), remove old logs.

From Acronis Backup Appliance (All-in-One Appliance)

1. Install WinSCP and connect to the Appliance using its IP address - https://winscp.net/eng/download.php
2. Open the console of the appliance:
   <ip of appliance>:9090
   or the VM's web console in vSphere (it also has a terminal)
3. Navigate to the log storage of Acronis:
   cd /var/lib/Acronis
4. Run the following to display the biggest folder inside:
   du -hs * | sort -hr
5. Go to that folder:
   cd /var/lib/Acronis/<biggest folder's name>
6. List the directories sorting by size as you did earlier:
   du -hs * | sort -hr
7. Open the biggest directory in WinSCP, sort the files by modification date and delete the oldest ones, keeping a week of logs or so. For cleaning up AtpDatabaseMirror folder, we created a script:
   
   How to clean up AtpDatabaseMirror

   1. Download and unpack dbm-cleanup.
   2. Put the script to the AtpDatabaseMirror folder /usr/lib/Acronis/AtpDatabaseMirror
   3. Run the script with AcronisPsh:
      /usr/sbin/acropsh /usr/lib/Acronis/AtpDatabaseMirror/dbm-cleanup.py

   On support engineer request, you can add the following parameters to the command:

   --dry-run to list the deleted directories without deleting them
   --verbose to document changes made by the script. Find more details in the README.

   In order to improve the downloading rules for AtpDatabaseMirror service, follow KB68000.

8. Wait several minutes and run step 6 again to list the folders.
9. Repeat the steps for all of the biggest folders.
10. Repeat steps 3 – 9 for /var/log/Acronis.
    
    How to improve the log rotation for the logs of security features

    If the services that consume too much space clog the /var/log directory, these are the log files from security components.

    You can improve log rotation:

    1. Connect to appliance via WinSCP - https://winscp.net/eng/download.php
    2. Navigate to /var/lib/Acronis/
    3. Open the folder of the necessary service.
    4. Open the service config:
       atp-alerts-feed-manager-crud.yaml
       atp-alerts-feed-manager-ipn.yaml
       etc.
    5. In this section in the config, change the value of log level from “info” to “error”:
       debug: false
datacenterId: "eu2-baas"
httpServerShutdownTimeout: 5s
isOnPremise: true
log:
  level: info
  format: json
  file: alerts-feed-manager-ipn.log
  maxSizeMB: 50
    6. Or uncomment (remove #) if needed and adjust the maxSize, maxAge, maxBackups values. For example, in atp-data-protection-map.yaml:
       log:
  type: stdout #Acceptable type - stdout, file, stderr
 level: debug
  requestLogLevel: debug
  logBody: true
  format: json
  #maxSize: 50
  #maxBackups: 3
  #maxAge: 28
    7. Save the files and restart the appliance.

11. Restart the appliance and try to run the backup again.

From Windows

On Windows, the logs and mirrors are all saved under C:\ProgramData\Acronis\<servicename>

1. Check which folder is the biggest one by using the TreeSize free tool.
2. Stop the corresponding services on the AMS machine. (!) Do not forget to stop Active Protection service! If it is not stopped under Services.msc, stop it in Task Manager (right-click the Task bar and select Task Manager – select Active Protection service under Details – right-click the process and select End process tree).
   
3. Remove old logs. For cleaning up AtpDatabaseMirror folder, we created a script:
   
   How to clean up AtpDatabaseMirror

   1. Download and unpack dbm-cleanup.
   2. Put the script to the AtpDatabaseMirror folder C:\Program Files\Acronis\AtpDatabaseMirror
   3. Run the script with AcronisPsh:
      "C:\Program Files\Acronis\PyShell\bin\acropsh.exe" dbm-cleanup.py

   On support engineer request, you can add the following parameters to the command:

   --dry-run to list the deleted directories without deleting them
   --verbose to document changes made by the script. Find more details in the README.

   In order to improve the downloading rules for AtpDatabaseMirror service, follow KB68000.

   How to improve the log rotation for the logs of security features

   1. Stop Acronis services
   2. Navigate to C:\ProgramData\Acronis (for AtpAlertsFeedManager and AtpSoftwareInventory), or to C:\Program Files\Acronis (for AtpDataProtectionMap and AtpDatabaseMirror).
   3. Open the folder of the service.
   4. Open the service config: 
      atp-alerts-feed-manager-crud.yaml
      atp-alerts-feed-manager-ipn.yaml
      etc.
   5. In this section in the config, change the value of log level from “info” to “error”:
      debug: false
datacenterId: "eu2-baas"
httpServerShutdownTimeout: 5s
isOnPremise: true
log:
  level: info
  format: json
  file: alerts-feed-manager-ipn.log
  maxSizeMB: 50
   6. Or uncomment (remove #) if needed and adjust the maxSize, maxAge, maxBackups values. For example, in atp-data-protection-map.yaml:
      log:
  type: stdout #Acceptable type - stdout, file, stderr
 level: debug
  requestLogLevel: debug
  logBody: true
  format: json
  #maxSize: 50
  #maxBackups: 3
  #maxAge: 28
   7. Save the file and start the service.

4. Start Acronis services and run the backup again.

From Linux

On Linux, the logs are saved in Linux paths: /var/lib/Acronis/<servicename>

1. Navigate to the log storage:
   cd /var/lib/Acronis
2. Run the following to display the biggest folder inside:
   du -hs * | sort -hr
3. Go to that folder:
   cd /var/lib/Acronis/<biggest folder's name>
4. List the directories sorting by size as you did earlier:
   du -hs * | sort -hr
5. Open the biggest directory, sort the files by modification date and delete the oldest ones, keeping a week of logs or so. For cleaning up AtpDatabaseMirror folder, we created a script:
   
   How to clean up AtpDatabaseMirror

   1. Download and unpack dbm-cleanup.
   2. Put the script to the AtpDatabaseMirror folder /var/lib/Acronis/AtpDatabaseMirror
   3. Run the script with AcronisPsh:
      /usr/sbin/acropsh /var/lib/Acronis/AtpDatabaseMirror/dbm-cleanup.py

   On support engineer request, you can add the following parameters to the command:

   --dry-run to list the deleted directories without deleting them
   --verbose to document changes made by the script. Find more details in the README.

   In order to improve the downloading rules for AtpDatabaseMirror service, follow KB68000.

6. Repeat the steps for /var/log/Acronis.
   
   How to improve the log rotation for the logs of security features

   If the services that consume too much space clog /var/log directory (on Linux), these are the log files from other security services.

   You can improve the log rotation:

   1. Navigate to /var/lib/Acronis/
   2. Open the folder of the necessary service.
   3. Open the service config:
      atp-alerts-feed-manager-crud.yaml
      atp-alerts-feed-manager-ipn.yaml
      etc.
   4. In this section in the config, change the value of log level from “info” to “error”:
      debug: false
datacenterId: "eu2-baas"
httpServerShutdownTimeout: 5s
isOnPremise: true
log:
  level: info
  format: json
  file: alerts-feed-manager-ipn.log
  maxSizeMB: 50
   5. Or uncomment (remove #) if needed and adjust the maxSize, maxAge, maxBackups values. For example, in atp-data-protection-map.yaml:
      log:
  type: stdout #Acceptable type - stdout, file, stderr
 level: debug
  requestLogLevel: debug
  logBody: true
  format: json
  #maxSize: 50
  #maxBackups: 3
  #maxAge: 28
   6. Save the files.

More information

If it does not help as well, collect

1. Screenshots of the aforementioned steps.
2. System information.
3. Full error messages in case the system information is incomplete again (select activity -> Show details -> Details - Download the log or copy the full text to the email).