Logs

Creating backups from MS Exchange using the Acronis Exchange Agent causes log entries in PowerShell. This can be solved by deleting the PowerShell subkey under Event Log in Windows Registry.

If there is an issue with installation of Acronis Backup, it may be useful to create an installation log and send it along with your request for support. Acronis Backup creates the log automatically. 

If installation of any of Acronis Backup components fails in Windows, it will automatically offer you to view the MSI log:

You have two links there:

Symptoms

  1. You are attempting to install Acronis Backup & Recovery 10 Agent for Windows or Acronis Disk Director 11 Advanced;
  2. The installation starts, but then rolls back;
  3. In the installation log you search for the Return value 3 entry (for operating systems in English) and you see the following error entries:

    (!) For complete information on how to analyze installation logs, please see Analyzing Installation Logs of Acronis Products Based on MSI Technology.

How to create Dr. Watson crash dumps

Issue

I want to ensure that my Acronis Cloud Security product's database is optimized so I am not running out of disk space. How do I do that?

Resolution

Here are the recommendations to optimize data for the Acronis Cloud Security product: 

1. From the main menu, open View >Log Settings and enable the "Do not send firewall log to central Management Service" box to cancel sending virtual firewall logs to the Management Server.

Applicable to:

  • Acronis Cyber Cloud module for WHMCS v2.0
  • Acronis Backup Cloud module for WHMCS v1.0

    Note: Text logs can affect performance, therefore we recommend that you enable it temporarily for debugging purpose only.

    To enable logging in Acronis Cyber Cloud module v2.0

    1. Create a destination directory:

    AcronisInfo is a utility that automatically gathers User Rights Assignment list, Windows Event Log, Msinfo32, Acronis registry keys, Acronis logs, Acronis Scheduler report, Acronis Disks Report and list of user’s Active Directory groups

    To download logs from the backup console:

    1. In devices, select the machine you want to download log(s) for.
    2. Click Activities:
    3. Select the activity you want to download the log for.
    4. Click Download log:

    To download logs from the bootable media:

    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.

    Das AcronisInfo Tool stellt verschiedene Systeminformationen zusammen, die der Acronis Support zur Prüfung benötigt. Die Datei AcronisInfo.zip wird abschließend im aktuellen Verzeichnis erstellt.

    Unterstützte Betriebssysteme:

    • ab Windows 2000

    There is an occuring message in the Acronis Access Tomcat logs stating: "Caused by: org.apache.catalina.LifecycleException: The connector cannot start since the specified port value of [-1] is invalid". This message can safely be ignored and this error has no effect on the performance of the product whatsoever. One specific port is set to -1 on purpose, as a security feature, to prevent other service or software from shutting down Tomcat.

    Symptoms

    You have updated Acronis Cyber Backup to build 12730. You notice that C:\ProgramData\Acronis\Zmqgw folder with log files grows in size considerably.

    Cause

    Issue in the product.

    Solution

    The issue has been fixed in update 4. Please update to the latest build available.

    How to create crash/hang process dumps using ProcDump

    When investigating issues related to Acronis Cyber Backup plugin for WHM and cPanel, you need to collect corresponding logs.

    A set of basic logs for investigation can be collected from the plugin itself. We have added the Download log link for this purpose. Once you click the link, the logs are collected and saved into a zip-file that can be shared via e-mail attachments.

    Using Wireshark you can collect network tracing logs

    If Acronis Support representative asks you to send logs or system report from a mobile device for investigation purposes, follow the steps below.

    How to send logs from mobile device

    Before login

    To report issue with access/login, click Submit a request on the sign in screen:

    On the next step, enter your e-mail and issue description. You can attach screenshots if needed.

    There are 5 logging levels for the ConnectWise Automate plugin:

    • None = 0,
    • Debug = 1
    • Info = 2
    • Warning = 3
    • Error = 4

    To collect debug logs.

    Latest builds of ConnectWise Automate (build 645 or newer):

    When troubleshooting LAN-free backup issues, you might be asked to collect VMware vddk logs.

    Virtual Appliance

    1. Open appliance command line shell (Ctrl+Shift+F2 while appliance GUI console is opened) or connect to appliance via WinSCP

    Seiten