AB - Pre/Post-Backup/Recovery Operations

When backing up to a magnetic tape media, you may encounter issues with device detection or read/write operations. This article provides instructions on how to troubleshoot and resolve such issues.

Follow these steps to troubleshoot issues with backing up to magnetic tape media:

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.

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:

Follow these steps to troubleshoot issues while adding a machine to Acronis Management Server in Acronis Backup 11.5/11.7

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).

Follow these steps to troubleshoot Consolidation Issue

Acronis Software is not always able to detect storage hardware correctly in the backup source selection or Disk Management components. This is often caused by a conflict with hardware, its drivers or third-party software. There is a huge number of possible storage configurations, and we cannot test every single one beforehand.

This issue can also be caused by an incorrect or unfinished installation of the product.

Product may hang under specific circumstances.

There are 2 types of hanging:

  • Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
  • Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.

Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.

Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.

Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need  to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.

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, 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: