ASD - Deployment preparation

This article applies to:

  • Acronis Snap Deploy 5
  • Acronis Snap Deploy 4

Introduction

Customer may experience some problem with master image creation. How to troubleshoot such issues and what information needs to be collected, described in this article.

This article is about troubleshooting template problems in Snap Deploy

This article applies to:

  • Acronis Snap Deploy

Introduction

 

When creating a deployment template in Acronis Snap Deploy, you might be faced with a problem. Most of these problems come from limitations tied to the image creation process and licensing. Other issues will have to be escalated and looked at by our QA and development teams.

Introduction

Some of hard drives or RAID may not be recognized by Acronis Snap Deploy or may be displayed incorrectly. How to troubleshoot such issues and what information needs to be collected, described in this article.

Solution

Troubleshooting

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.