Troubleshooting

Instructions on how to troubleshoot problems after recovery

This article applies to:

  • Acronis Cyber Protect Cloud

Introduction

Sometimes a recovery process seems to work without any visible problems, but the resulting files after recovery are not complete and/or are corrupted. This article will explain the process to troubleshoot this issue. 

Solution

Depending on what was being recovered, please choose the correct section:

If one of the Acronis components randomly crashes during any operation, please enable the automatic dump creation on this machine for troubleshooting purposes. 

To enable automatic dump creation, follow these steps:

Symptoms

When trying to access Web Restore console with specific credentials you may receive an error message:

The server is not available at the moment. Please try again later.

Troubleshooting

Below are the steps to determine the most common issues for Web Restore access errors.

Errors during recovery can happen for a number of reasons, and this article will help troubleshoot and resolve them.

Prerequisites

If you are having any sort of issue during recovery, always validate the archive as the first step. If validation finds a problem with your archive, follow the instructions in this article.

General Solutions

If the error is related to a problem accessing the archive during recovery, export the backup to a new location, preferably local, as a possible workaround.

Update Acronis Scheduler and recreate the tasks

Acronis Managed Machine Service is the main service. It can run under a dedicated account or under an account, you specify during installation. Either account is given privileges that are needed for the service to work. The privileges include a set of user rights, membership in security groups, and the Full Control permissions on respective registry keys in the following key: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis.

Using Wireshark you can collect network tracing logs

Wireshark を使用すると、ネットワークトレースログを収集することができます。

Instructions on how to troubleshoot and resolve issues with corrupt backups

Introduction

This article provides troubleshooting steps for issues with backup to Acronis Cloud storage using Acronis True Image, versions 2017 through 2021.

Symptoms

1. Backup to Acronis Cloud fails.

2. When you click on the red X or || icon to see details, one of the following messages is shown:

While using the VSS backup option to back up complex applications, you may encounter issues with creating volume snapshot/shadow copy. This article provides instructions on how to troubleshoot and resolve such issues.

Best practices for permissions on NTFS

This article applies to:

  • Acronis Files Connect (formerly ExtremeZ-IP)

Purpose

Process Monitor logs may be required to troubleshoot a backup issue. The issue may reproduce under various conditions and is sometimes random, preventing successful manual log collection.

This article provides a set of simple Windows batch scripts that can be used to initiate Process Monitor log collection as part of a scheduled backup plan without user interaction.

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