DST

Symptoms

Product may hang under specific circumstances.

There are 2 types of hanging:

Because Acronis products work with the storage system of an operating system on a very low level, there is a small risk that different conflicts on this level can lead to an operating system crash during backup or other operations. Please follow the instructions below to troubleshoot these issues, depending on what operating system is being used..

Make sure that the antivirus software running in your environment does not block Acronis products. See Acronis Software: Making Acronis Products Compatible with Antivirus Software

Under specific circumstances software may crash. It is very important to report a crash instead of trying to workaround it. Normal workflow for a crash problem is the following:

In some rare cases there can be some issues with HID devices, e.g. you booted machine from Bootable Media and your USB mouse doesn't move or keyboard doesn't type or types wrong. Follow step-by-step instructions below to troubleshoot the issue.

The Sync feature allows you to synchronize your data between multiple computers and with Acronis Cloud.

This article provides information on troubleshooting possible problems with validation.

This article provides information on troubleshooting possible problems with file or partition recovery.

Depending on the issue you are facing navigate to the corresponding section below.

Prerequisites

  1. It is not possible to perform disk/partition recovery to a disk with a different logical sector size.

    You can check the logical sector size in the system information:

    • Go to Start. In search, type msinfo32.exe and press Enter.

Should you experience a problem with mounting and/or exploring backups, please follow these steps to troubleshoot such issues.

What should be checked if an Acronis Home product does not accept serial number

This article provides information on how to troubleshoot issues with Try&Decide feature.

Prerequisites

If you have Boot Order Lock or a similar boot order protection feature on your computer, disable it before using Try&Decide, as it can interfere with the software's ability to take actions after reboot.

This article cover errors and failures cases with System clean-up in Acronis True Image. It provides information about steps necessary for investigation. Always make sure you are facing the issues with the latest build of the product (if it is possible).

System clean-up issues may happens under specific circumstances. To identify the exact cause, it is necessary to look into the Acronis System Report and Process Monitor. Please complete prerequisites step before proceeding to Collect information step.

Instruction on how to troubleshoot and resolve issues with Acronis Universal Restore or Acronis Universal Deploy

About Universal Restore and Universal Deploy

Universal restore technology is intended to provide ability to boot operating system after migration to dissimilar hardware. Most common issues are related to non-bootable operating system after restore with Universal Restore.

Please pay attention to the following prerequisites:

Troubleshooting Acronis Backup and Recovery NIC detection issues

Introduction

In some rare cases there can be some issues with network cards.

So here is the situation: You booted machine from Linux-based Bootable Media and your NIC doesn't acquire DHCP address or isn't listed as device

Solution

Follow step-by-step instructions below to troubleshoot the issue.

Several factors can cause a connection issue:

  • Network problem
  • Crucial services are not installed
  • Services not started
  • Firewall issue

Follow these steps to troubleshoot connection issues:

Make sure you are facing Replication Issue: Run a backup from the source location to destination location. If that fails then your problem is not Replication issue but a more general problem that requires further troubleshooting and localization.

Follow these steps to troubleshoot Replication Issues:

The Acronis Management Server keeps detailed information about each Agent and its status inside an MS SQL database. This allows us to provide detailed reporting functionality by running queries on the database. Instead of forcing you to formulate and run these queries manually, we have provided integrated GUI functionality to run these queries and receive results in an HTML format. If you are facing issues with this reporting functionality, please follow the troubleshooting guide below.

Follow these steps to troubleshoot a Cataloging Issue

This article provides instructions on how to troubleshoot and resolve issues with slow backup to a deduplicating vault.

Follow these steps to troubleshoot slow deduplication:

This article informs about supported Microsoft Exchange versions and provide steps to troubleshoot issue with installation failing with error “MS Exchange server is not installed or has an unsupported version".

Follow these steps to troubleshoot issues with “MS Exchange server is not installed or has an unsupported version" errors during installation of Acronis Agent for MS Exchange.

To be able to back up a machine to the online storage, you need to purchase and activate a subscription to the Acronis Backup to Cloud (Acronis Backup & Recovery Online) service.

Follow these steps to troubleshoot Subscription Activation Issues:

1. Prerequisites

Complete all steps before proceeding to error troubleshooting step.

1.1. Product matches subscription

To be able to use Acronis Backup to Cloud (Acronis Backup & Recovery Online) subscription Acronis software should be installed.

This article cover errors and failures during disk management operations in Acronis Backup, including cloning, conversion and volume deletion/creation issues. It provides possible causes for the errors and how to troubleshoot the issues.

This article looks at troubleshooting hardware resources overuse with Acronis products.

In general, perfomance is constantly being optimized, so updating to the latest build is always recommended for the best perfomance of backup and other operations. 

First of all check out the general system requirements to make sure that the hardware usage in your particular scenario is actually outside the normal operating parameters of our product.

Instructions on how to troubleshoot problems after recovery

This article applies to:

  • Acronis Backup (Acronis Backup & Recovery)

Introduction

Sometimes a recovery process seems to work without any visible problems, but the resulting files after recovery are not complete and/or are corrupted. This article will explain the process to troubleshoot this issue. 

Solution

Depending on what was being recovered, please choose the correct section:

This article describes how to troubleshoot performance issues with Acronis Backup Command line tool.

Collect information for investigation of Linux operating system lockups.

Operating system may hang under specific circumstances. To identify the exact cause, it is necessary to analyze Acronis System Report and a kernel dump.

Always make sure you have the latest build of the product (if it's possible).

Once Centralized backup plan is created it is saved in Acronis Management Server database and then gets deployed to all agents listed in the plan. During deployment the plan has status “deploying”. Once everything is done the plan goes to status “deployed”

Complete all steps before proceeding to collect information step.

This article will help you to troubleshoot issues with backup via Command-line utility in Acronis Backup.

Symptoms

You run a backup using Command-line utility, it fails with an error message.

Note:

This article describes how to handle issues with Initial Seeding backup creation.

Follow these steps to troubleshoot Initial Seeding Backup:

  1. Get familiar with technology of the Initial Seeding in the About part.
  2. Follow to Troubleshooting part to troubleshoot and resolve the issue.

About

Initial Seeding is an extra service with which you can send your backup to Acronis via regular post and have it uploaded.

This article looks at troubleshooting performance issues in Acronis True Image.

In general, perfomance is constantly being optimized, so updating to the latest build is always recommended for the best perfomance of backup and other operations. Always make sure you are troubleshooting perfomance issues with the latest build of the product (if it is possible).

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