ATIH - バックアップ(あるいは復元)前後の操作

ネットワーク接続に関する問題の解決方法、このような問題の原因を調べるために収集する情報について

本記事の対象製品:

  • Acronis True Image 2015
  • Acronis True Image 2014

はじめに

ネットワーク接続問題のよくある原因は、ソースまたはターゲットマシン、あるいは両方のマシンにウイルス対策ソフトが動作していることです。しかも、ウイルス対策ソフトに別個のファイアウォールが存在する場合、リアルタイムシールドの機能をオフにしても、トラフィックがそのファイアウォールにブロックされることがあります。 

本記事の対象製品:

  • Acronis True Image 2015
  • Acronis True Image 2014

はじめに

バックアップのマウントまたは参照のときに問題が発生する場合、問題をトラブルシュートするために、以下のステップを実行してください。

ソリューション

問題をトラブルシュートするために、以下のステップバイステップ手順に従ってください。

トラブルシューティングの手順:

Network connectivity problem can take place if any antivirus is working on source or/and target computers. Beside that, the antivirus software may have its own firewall that can block the traffic even if real-time shields are stopped.

If you have any problem with network connection (e.g. you are not able to back up onto NAS or any other network share), follow these steps.

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