Because Acronis products work with the storage system of an operating system on a very low level, there is a small risk that different conflicts on this level can lead to an operating system crash during backup or other operations. Please follow the instructions below to troubleshoot these issues, depending on what operating system is being used..
ATI - Tools & Utilities
Do the following to troubleshoot an issue with activating Acronis Startup Recovery Manager:
Collect information for investigation of operating system lockups
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:
This article cover errors and failures cases with System clean-up in Acronis Cyber Protect Home Office (formerly Acronis True Image). It provides information about steps necessary for investigation. Always make sure you are facing the issues with the latest build of the product (if it is possible).
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.
This article provides information on how to troubleshoot issues with Try&Decide feature.
If you have Boot Order Lock or a similar boot order protection feature on your computer, disable it before using Try&Decide, as it can interfere with the software's ability to take actions after reboot.