アプリケーションのロックアップ

This article applies to:

  • Acronis Backup for VMware (Acronis vmProtect)

Introduction

This article provides the instructions on how to investigate issues when the Recovery operation hangs.

Solution

Follow these steps to troubleshoot the issues when the Recovery operation hangs:

インストールに関する問題をトラブルシュートし、解決する方法。

問題をトラブルシュートする際、なるべくAcronis製品の最新ビルドを使用することを推奨します。

インストール中に発生した問題をトラブルシュートするために、以下の手順に従ってください:

  1. 説明 で、インストールのガイドラインを確認します。
  2. 発生した問題が既知の問題 に入っているかどうか、チェックします。
  3. 問題をトラブルシュート、解決するために、トラブルシューティング へ進みます。

説明

Acronis Cyber Backup のエディションによって、製品のコンポーネントは様々な方法でインストールできます。使用する環境のサイズや構成によって、以下の一つを選んでください: 

Instructions on how to troubleshoot and resolve installation of Acronis Snap Deploy 4 issues.

This article applies to:

  • Acronis Snap Deploy 6
  • Acronis Snap Deploy 5
  • Acronis Snap Deploy 4

Introduction

Always make sure you are troubleshooting installation issues with the latest build of the product (if it is possible). You can always check for the latest update in your Acronis account.

Instructions on how to troubleshoot and resolve installation issues.

This article applies to:

  • Acronis Backup for VMware (Acronis vmProtect) 

Introduction

Always make sure you are troubleshooting installation issues with the latest build of the product (if it is possible).

 Solution

Follow these steps to troubleshoot installation issues:

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.