Under specific circumstances, the 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:
- Crash happens.
- Support reports crash to developers and provides them crash dumps.
- Developers investigate the dumps and find root causes.
- Fixes are implemented.
In order for our development team to troubleshoot a crash, they need process dumps and other logs listed in this article.
What information needs to be gathered:
1. Step by step description of the issue
2. Log of the operation which caused the crash
3. Crash Dump. Select section corresponding to your operating system.
4. System report:
- Acronis Cyber Protect Cloud: Collecting System Report
- Acronis True Image: Generating System Report
- Acronis Cyber Backup 12.5 and Acronis Cyber Protect 15: Collecting System Information
- if this operation fails for any reason, you can use AcronisInfo Utility
With the information collected contact Acronis Support.
For Service Providers - it is Acronis Service Providers Support Team
- ATI - Backup
- ATI - Pre Post-Backup Recovery Operations
- ATI - Recovery
- ATI - Cloning
- ATI - Tools & Utilities
- ATI - Installation
- AB - Installation
- AB - Backup
- Application OS crash
- ATIH - Bootable Media
- Bootable Media Crash (Reboot)
- Bootable Media Builder
- ATIH - Application Crash
- Program Startup
- T&D Usage
- Tools & Utilities
- Online Backup
- AVMP - Application crash
- Application crashes
- Bootable media builder (Windows)
- ADS - Application Crash
- Image Creation
- Das Aktivitätsstadium wurde nach einem unerwarteten Fehler repariert. Der Server war wahrscheinlich nicht verfügbar.
- The activity state has been repaired after unexpected failure. The server was probably unavailable.
- The activity has failed due to a restart of the service
- AB - Pre/Post-Backup/Recovery Operations