TROUBLESHOOTING Performing basic Acronis Backup and Acronis Backup - - PowerPoint PPT Presentation
ACRONIS BACKUP TROUBLESHOOTING Performing basic Acronis Backup and Acronis Backup Cloud troubleshooting Acronis Training and Certification Authorized Use Only 1 Module Outline 1. Acronis Backup Troubleshooting Steps 2. Acronis Support
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Performing basic Acronis Backup and Acronis Backup Cloud troubleshooting
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Steps for performing troubleshooting
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Find out exact software behavior
Contact Acronis Support Try available solutions and workarounds Review UG and KB to understand expected behavior Troubleshoot using suggested methods and tools Collect necessary logs and troubleshooting tools’ outputs Search for the known issues in release notes, KB
Review training content for troubleshooting guidelines
Learn product functionality Find known issues Collect troubleshooting information and escalate
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Resources available from Acronis
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‒ User guide is available for viewing in Backup Console > About or from the Help button ‒ User guide is also available on Acronis website’s Support > Documentation page: http://www.acronis.com/en-us/support/documentation/ ‒ Other technical documentation such as Integration references, are also available on the same page
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‒ Acronis Knowledge Base is source of official information on:
▪ Product functionality ▪ Product limitations and known issues/workarounds ▪ Product troubleshooting techniques and tools ▪ Product support information.
‒ Acronis Backup articles are listed by topics at: https://kb.acronis.com/acronis-backup-12-5 ‒ Acronis Backup Cloud articles are listed by topic at: https://kb.acronis.com/acronis-backup-cloud ‒ Troubleshooting articles for all Acronis products: https://kb.acronis.com/dst
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‒ Use the following rules to enhance keyword search in Acronis KB:
▪ Use quotation marks “write error” “failed to read snapshot” ▪ Use the (-) sign to exclude a word/phrase “creating bootable media” –”mac” ▪ Use the (+) sign to include a word/phrase “shadow copy provider” + “fail” ▪ Use product filters
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‒ Acronis Support Forums is an open community where you can get in touch with:
▪ Acronis Customer Service & Support Team ▪ Acronis Development Team ▪ Acronis Forum MVPs and other Service Providers.
‒ Requires Acronis web account in order to post in the discussion boards ‒ For Acronis Backup-related discussions: https://forum.acronis.com/forum/acronis-business- products-discussions/acronis-backup-125 ‒ For Acronis Backup Cloud-related discussions: https://forum.acronis.com/forum/solutions-service- providers/acronis-backup-cloud-forum
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Collecting system information and logs for troubleshooting
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‒ Acronis System Information is a collection of diagnostic files and logs that can be collected from a machine with an Agent or Management Server installed or from Acronis Bootable Media
Windows Linux
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‒ There are 3 ways to collect System Information:
▪ From Activities > Collect system information on a machine with an Agent or Management Server installed ▪ From Help > Collect system information from Acronis Bootable Media ▪ Using the standalone Acronisinfo utility. Download from https://kb.acronis.com/acroinfo for Windows and for Linux, follow the instructions on https://kb.acronis.com/linuxreport ▪ Save the resultant compressed archive (.zip or .tar.bz2). Take note that it may take some time for the required information to be collected and that it can be very large in size
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Recommended Troubleshooting Tools
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Windows Process Name Linux & Mac Process Name Component Function
service_process.exe service_process Agent Backup, replication, restore, validation operations mms.exe mms Agent Manages tasks and processes on the machine schedul2.exe schedule (Linux) schedwrapper (Mac) Agent Executes scheduled tasks on certain events schedhlp.exe Cron (Linux) launchd.plist (Mac) Agent schedhlp notifies about logon/logoff cron/launchd triggers scheduler agent.exe agent Agent Provides connectivity with Management Console mmsmonitor.exe
Shows tray notifications about tasks and agent status <backup_agent_[version]>.exe <package_name> Installer Installation systeminfo.exe systeminfo System Report Collects system information
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Tool When to collect How to collect Link Size of log
AcronisInfo / System Information
Any issue with Agent ▪ From Backup Console ▪ Run tool http://kb.acronis.com/content/2707 ~1MB – 100MB
Connection Verification Tool
Connectivity issues ▪ Run tool and capture screenshot https://kb.acronis.com/content/47678 ~100KB
Scheduler Manager
Issues with scheduled tasks ▪ Run tool and work in CMD, capture screenshot https://kb.acronis.com/content/1859 ~100KB
Acronis VSS Doctor
Issues with VSS snapshots: ▪ Disk and file backup ▪ Application backup ▪ Hyper-V backup ▪ Run tool http://www.acronis.com/en- sg/personal/vss-diagnostic-free-tool/
▪ From CMD and capture screenshot ▪ Run script https://kb.acronis.com/vsslog ~5KB
DiskShadow
▪ From CMD and capture screenshot https://kb.acronis.com/content/45472 ~100KB
Process Monitor
▪ File access issues ▪ Performance issues ▪ From UI ▪ *.zip after creating https://kb.acronis.com/content/2295 ~20MB – 500MB
Wireshark / tcpdump
Connectivity issues https://kb.acronis.com/content/1763 ~10MB – 500MB
Procdump
▪ Crash ▪ Lockup ▪ From CMD/Terminal ▪ *.zip after creating https://kb.acronis.com/content/27931 ~50MB – 500MB
Strace
https://kb.acronis.com/content/37659 ~50MB – 500MB
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‒ Connection Verification Tool is a Windows-based port checker by Acronis that verifies network connectivity to Acronis cloud management and storage ‒ Used for:
▪ Connectivity issues (cloud-based Backup Console not accessible) ▪ Backup/restore to/from cloud failures (cloud storage not accessible) ▪ Backup/restore to/from cloud and network folder interruptions
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‒ Use the following instructions to collect Connection Verification Tool output:
1. Download Connection Verification Tool at https://kb.acronis.com/content/47678 2. Open Windows command-line and run these commands: cd <path_to_folder> msp_port_checker_en-US_x86.exe -u=<login> -p=<password> where <login> is your Backup Account and <password> is the password for that Backup Account
identified, the Connection Verification Tool will tell you which port to open
screenshot of the screen.
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‒ Scheduler Manager is a command-line utility that allows you to manage scheduled tasks on Windows and Linux ‒ Included when Agent for Windows/Linux is installed or download from https://kb.acronis.com/content/1859 ‒ Used for:
▪ Monitoring scheduled tasks ▪ Detect unremoved deleted backup tasks ▪ Detect individual tasks that are not running ▪ Collect Scheduler log in case of an issue
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‒ Use the following instructions to collect Scheduler Manager log:
1. Locate and open the Scheduler Manager in the following locations: \Program Files (x86)\Acronis\BackupAndRecovery – in Windows /usr/sbin/ – in Linux 2. Open a command prompt in the Scheduler Manager location and run the following command to enable logging: set logflags support 3. Reproduce the issue and run the following command to stop logging: set logflags 0 4. Run AcronisInfo utility/Collect system information to obtain the output
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‒ To manage scheduled tasks, use the following commands:
1. To get a list of scheduled tasks: get list 2. To delete all scheduled tasks: task zap 3. To run a task: task run 4. To delete a single task: task [task_number], task delete, e.g., task 1-12, task delete
‒ Scheduled tasks run on Mac in the following manner:
1. Launchd.plist is created for the task in /Library/LaunchDaemons/ E.g., com.acronis.3_1.plist where “3” is the scheduler task name 2. The created .plist is loaded into launchd. To check that it is loaded, open Terminal and run: sudo launchctl list | grep Acronis 3. After planned .plist time interval has passed, launchd triggers schedwrapper which starts the task
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‒ Acronis VSS Doctor is a free tool for diagnosing and repairing Microsoft VSS issues ‒ Used for:
▪ VSS writer failures ▪ Shadow Storage out of space ▪ VSS provider issues ▪ Snapshot issues (snapshot read error, snapshot creation error)
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‒ Use the following instructions to run Acronis VSS Doctor:
1. Download the tool at http://www.acronis.com/en-sg/personal/vss-diagnostic-free-tool/ 2. Right-click on it and choose “Run as administrator” 3. The tool can be used for the following: Diagnose and repair: Configuration and status of VSS-related services such as Microsoft Volume Shadow Copy, COM+ Event System, VSS providers, access rights for VSS, VSS COM-interface registration, configuration of VSS shadow storages and access rights for NTFS volumes Diagnose only: List of faulted VSS writers, free space available on disk, current I/O load of disks, list of VSS- related errors/warnings from Windows Event log 4. Diagnostic results can be saved as plain txt report for sending to Acronis Customer Service & Support
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‒ VSSADMIN is a Windows command-line utility that can be used to view and work with Microsoft VSS components on the machine such as providers, writers and shadowstorage and can help in snapshot troubleshooting and analysis ‒ Used for:
▪ VSS writer failures ▪ Shadow Storage out of space ▪ VSS provider issues ▪ Snapshot issues (snapshot read error, snapshot creation error)
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‒ Use the following instructions to collect VSSADMIN output:
1. Download VSSADMIN batch file at https://kb.acronis.com/vsslog 2. Unzip the batch file, right-click on it and choose “Run as administrator” 3. When the tool finishes the job, locate the following text files: C:\C:\vl_providers.txt C:\vl_shadows.txt C:\vl_shadowstorage.txt C:\vl_volumes.txt C:\vl_writers.txt 4. Put the resulting text files in .zip archive if you need to provide the output to Acronis Customer Service & Support
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‒ DiskShadow is a Windows command-line utility that exposes the functionality provided by the Microsoft Volume Shadow Copy Service and can help in snapshot troubleshooting and analysis ‒ Available in Windows 8 and Windows Server 2008 and above ‒ Used for:
▪ VSS writer failures ▪ VSS provider failures ▪ Snapshot issues (snapshot read error, snapshot creation error)
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‒ Use the following instructions to collect DiskShadow output:
1. Open Windows command prompt and run these commands: C:\Users\administrator> DISKSHADOW set context persistent set verbose on begin backup add volume C: alias VolumeC provider <provider_id> writer verify <writer_id> where <provider_id> is the VSS Provider and <writer_id> is the VSS Writer you would like to troubleshoot. To view current list of registered providers/writers, run either list providers or list writers command create 2. Check the output of the tool and see whether all writers are working properly. If any errors are identified, you have to troubleshoot that particular writer 3. If you need to provide DiskShadow output to Acronis Customer Service & Support, take a screenshot of the
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‒ Process Monitor is a Windows-based utility provided by Microsoft that shows real-time file system, registry and process activities and can be used to track what processes are running and accessing files and registry at moment of failure ‒ Used for:
▪ Process interruption or hanging ▪ System overload ▪ Issues with installation/uninstallation ▪ Locked file(s) and access denied errors
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‒ Use the following instructions to collect Process Monitor log:
▪ Download Process Monitor from https://technet.microsoft.com/en- us/sysinternals/processmonitor.aspx ▪ Extract the tool and run it ▪ Reproduce the issue without closing the tool. As the log file might be very large, it is recommended to start the tool right before reproducing the issue and stop it immediately once done ▪ Click File > Save and select Events to save > All events ▪ Change the Path if desired and click OK ▪ Place the resulting .pml file in a zip archive
‒ Refer to https://kb.acronis.com/content/2295 for more information
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‒ Wireshark is a Windows and Mac-based network packet capture and analyzer tool that can capture network traffic between network adapters and can help in network troubleshooting and analysis ‒ tcpdump is a similar tool that is Linux-based ‒ Used for:
▪ Connectivity issues (e.g., client is shown as offline while machine is live) ▪ Backup failures (cloud storage not accessible) ▪ Backup to cloud/network folder interruptions
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‒ Use the following instructions to collect Wireshark PCAP log:
1. Download Wireshark at https://www.wireshark.org/#download 2. Install and run the tool. Click on the Interface to capture to start capturing 3. Reproduce the issue without closing the tool. As the log file might be very large, it is recommended to start the tool right before reproducing the issue and stop it immediately once done 4. Click on the Stop button to stop the capture and click on File > Save to save the capture file
‒ Use filters to narrow your search, e.g.:
▪ ip.addr/ip.dst/ip.src/tcp.port/udp.port: define IP and ports ▪ ==: equals, !=: not equal, &&: and, ||: or
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‒ Use the following instructions to collect tcpdump output on Linux:
1. Download the tcpdump utility from http://www.tcpdump.org/#latest-release and unpack to a directory 2. Open a Terminal to the directory where tcpdump is unpacked and run the following commands: #chmod +x /tcpdump #/tcpdump # /tcpdump -i eth0 -s 65536 -w /product.pcap & Parameter –s should be set according to the desired packet size. If error “invalid snaplen” appears, reduce the packet size, e.g., to 65000 and try again. Note that if packet size is too small, (less than 1024), packets will be cut and log might not contain useful information
Find the process [pid]: # ps | grep “tcpdump” Kill the process: # kill -9 [PID]
‒ Refer to https://kb.acronis.com/content/1763 for more information
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‒ ProcDump is a Windows-based command-line utility provided by Microsoft that can be used for monitoring hung processes and unhandled exceptions and process crash dump creation ‒ Used for:
▪ Process interruption or hanging ▪ Process crashing ▪ System overload
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‒ Use the following instructions to collect ProcDump output:
1. Download ProcDump from https://technet.microsoft.com/en-us/sysinternals/dd996900 2. Create a folder where the dumps will be stored and extract ProcDump to the folder 3. Open a Windows command prompt and run the following commands: cd <path_to_folder> procdump –e –w –ma <process_name or PID> in situations when the process is crashing, this will create a full memory dump as soon as the process encounters unhandled exception and crashes
procdump –ma <process_name or PID> in situations when the process is hanging, this will create a full memory dump of the running process without killing it
‒ Refer to https://kb.acronis.com/content/27931 for more information
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‒ Strace is a Linux-based monitoring tool that can be used for monitoring interactions between processes and the Linux kernel ‒ Used for:
▪ Process interruption or hanging ▪ Process crashing ▪ System overload
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‒ Install Strace as follows:
1. Debian-based OS: apt-get install strace 2. SLES: yast –I strace 3. RHEL/CentOS: yum install strace
‒ Depending on the environment, (Agent for Linux or bootable media) and the process (mms
collect strace output
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‒ OS X collects most of the crash dumps, hang dumps,
▪ /Library/Logs/DiagnosticReports/ ▪ ~/Library/Logs/DiagnosticReports/
‒ Used for:
▪ Process interruption or hanging ▪ Process crashing ▪ System overload
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Guides for troubleshooting various potential isues
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Possible Issues Troubleshooting Steps To Take Information To Escalate
User Account credentials are not accepted during installation Check connection to Management Server using the Connection Verification Tool Ensure all necessary ports are open and no firewalls are blocking the connection Check Backup Account login credentials 1. Screenshots and text of errors encountered 2. Installation log 3. Connection Verification Tool
4. AcronisInfo/Collect system information 5. Process Monitor log 6. Procdump output – if installer crashes/hangs 7. User Account login Installation fails with error Locate and analyze the installation log: ▪ Windows: C:\ProgramData\Acronis\InstallationLogs ▪ Linux: /var/log/trueimage-setup.log ▪ Mac: /var/log/install.log Collect and analyze process monitor log for access denied errors on local files and registry Web-triggered update fails Check live_update_installer.exe is running and files are downloaded to temp folder Check for service_process lockup or crash Ensure port 80 is open for download Check MSI log in temp folder Traces of other Acronis product found Uninstall other Acronis product
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Possible Issues Troubleshooting Steps To Take Information To Escalate
Backup to cloud storage is too slow
Check connection to Management Server using the Connection Verification Tool Ensure all necessary ports are open and no firewalls are blocking the connection Check Backup Account login credentials 1. Connection Verification Tool
2. AcronisInfo/Collect system information 3. User Account login Credentials for the network folder are not accepted Check connection to the network folder using other applications, try pinging that computer Unmount all mounted network shares from that computer Update Samba if the network folder is on NAS/Linux 1. AcronisInfo/Collect system information 2. Wireshark PCAP log 3. User Account login Backup to the network folder is interrupted Fail to connect to Managed Machine Service error after installation or after reboot in Windows Check that MMS service is running after several minutes Check MMS permissions: https://kb.acronis.com/content/56202 Install agent from MSI then register it manually Check overall WMI performance on the machine 1. Process Monitor log 2. User Account login
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Possible Issues Troubleshooting Steps To Take Information To Escalate
Incorrect storage display or Storage
Check the quotas set up for a particular user and check for incomplete backup in Web Restore https://kb.acronis.com/content/56376 Check the spam folder on receiver side 1. Administrator Account login 2. User Group name and Notification Settings for that User Group in Backup Console 3. User Account login Notifications and usage reports not being delivered Check the spam folder on receiver side Check SMTP settings and send a test notification Computer does not appear in Backup Console Re-register the machine manually as per KB: https://kb.acronis.com/content/55244 1. AcronisInfo/Collect system information 2. Computer name 3. User Account login Computer is duplicated in Backup Console Remove all entries with the same name and re-register the machine manually Machine is offline in Backup Console or Incorrect machine status in Backup Console Check that MMS service is running Check connection to cloud and follow instructions in KB: https://kb.acronis.com/content/57601 Backup Console is unavailable or connection to console fails with
error
Retry in 10 minutes, regular maintenance runs Tuesdays 7-8am CET Login with another user account or to another datacenter to localize the issue Inform Acronis Support about the issue 1. Connection Verification Tool
2. User Account login
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Possible Issues Troubleshooting Steps To Take Information To Escalate
File is skipped during backup Check if any software is locking the file Enable file-level backup snapshot 1. AcronisInfo/Collect system information 2. Process Monitor log 3. User Account login Operation fails with backup not found error Check that local folder where backups reside as well as backup files and .xml files were not moved or modified Check HDD for corruption, bad sectors and file system errors 1. AcronisInfo/Collect system information 2. List of all files in the local folder and .xml files 3. User Account login Operation fails with backup corrupted error VSS snapshot creation error or snapshot read error Make sure sufficient user privileges are granted Check HDD for corruption, bad sectors and file system errors Localize the faulty VSS module with DiskShadow 1. AcronisInfo/Collect system information 2. VSSADMIN output 3. DiskShadow output 4. Process Monitor log 5. User Account login Insufficient snapshot storage space Check snapshot and shadow copy storage as per KB: https://kb.acronis.com/content/31418 & https://kb.acronis.com/content/8032
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Possible Issues Troubleshooting Steps To Take Information To Escalate
VM snapshot failure or snapshot read failure Make sure sufficient user privileges are granted Check VSS with DiskShadow inside VM Run vSphere snapshot with quiesce/no memory option as per KB: https://kb.acronis.com/content/45632 1. Result of the vSphere snapshot 2. VSS logs 3. AcronisInfo/Collect system information on VM 4. AcronisInfo/Collect system information on host 5. User Account login VMware VMs do not appear in Backup Console Check for cloned/imported VMs with duplicated UUID as per KB: https://kb.acronis.com/content/38130 VSS snapshot failure or clustered VM backup failure Make sure sufficient user privileges are granted Check VSS with DiskShadow inside VM and on the host Localize the faulty VSS module with DiskShadow 1. AcronisInfo/Collect system information on VM 2. AcronisInfo/Collect system information on host 3. VSSADMIN output 4. DiskShadow output 5. User Account login
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Possible Issues Troubleshooting Steps To Take Information To Escalate
SQL instance not detected Make sure SQL instance and SQL Browser are running and TCP connections are allowed 1. AcronisInfo/Collect system information 2. Process Monitor log 3. User Account login SQL backup fails with access errors Give SQL Server admin privileges to MMS user Exchange database not detected Check that you can list Exchange databases with PowerShell cmdlet: ▪ get-mailboxdatabase Ensure Exchange cmdlets are enabled: ▪ add-pssnapin *exchange* 1. AcronisInfo/Collect system information 2. Process Monitor log 3. User Account login Exchange credentials not accepted Use FQDN credentials
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Possible Issues Troubleshooting Steps To Take Information To Escalate
Recovery points are not available Agent selected for recovery is offline Select online agent that has access to backup storage 1. AcronisInfo/Collect system information from machine 2. AcronisInfo/Collect system information from bootable media 3. User Account login Unable to recover Mac, no machine recovery option Machine recovery is unavailable in Backup Console, create a bootable rescue media
Bare metal recovery fails with cloud storage being unavailable Try with latest build Try a different bootable media Check Internet connectivity Recovery to new physical or virtual machine with Agent gives error “failed to automatically map disks” Disk layout must be the same on target machine as in backup. Create correct disk layout or boot with bootable media to modify disk layout during recovery
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Possible Issues Troubleshooting Steps To Take Information To Escalate
Disks not detected by Agent Reboot machine after installing Agent Repair Agent installation 1. AcronisInfo/Collect system information 2. Process Monitor log 3. User Account login Disk/RAID arrays not detected or improperly detected by bootable media Reach out to Acronis Support to add necessary drivers 1. AcronisInfo/Collect system information on bootable media 2. AcronisInfo/Collect system information on machine where it is detected improperly 3. Screenshot or photo of how it is detected 4. Name, model and version of disk/RAID array
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Possible Issues Troubleshooting Steps To Take Information To Escalate
Process crashes or operation fails with error “an underlying layer has disconnected from the peer” or process hangs Check for any 3rd party applications interrupting operations (e.g., antivirus, security or
Identify the failing process, collect and analyze process dump Stop the failing process ▪ Windows: taskkill /pid <PID> /f ▪ Linux & Mac: sudo kill PID 1. AcronisInfo/Collect system information 2. Process Monitor log 3. ProcDump output, Strace
Deleted or revoked backup plan continues to run Use Scheduler Manager to check if the respective task is registered on the machine and delete it 1. Scheduler Manager log 2. AcronisInfo/Collect system information 3. User Account login Scheduled tasks do not start or scheduled tasks start at incorrect time Check local time on the machine Use Scheduler Manager to check that the respective task is registered on the machine Revoke and reapply the backup plan Web console issues Check web browser compatibility Disable ad-blockers, try browsing with Private Mode/Incognito Mode Collect HAR log (https://kb.acronis.com/content/58514) 1. HAR log 2. AcronisInfo/Collect system information 3. User Account login
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‒ Refer to the following FAQs for commonly asked questions:
▪ Acronis Backup 12.5: https://kb.acronis.com/content/59470 ▪ Acronis Backup 12.5 Licensing and Upgrade: https://kb.acronis.com/content/59467 ▪ Acronis Backup Cloud: https://kb.acronis.com/content/49028 ▪ Acronis Web Account: https://kb.acronis.com/content/49269
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Contacting Acronis Customer Service and Support
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‒ Acronis Backup Customers and registered Acronis partners can contact Acronis Customer Service & Support to submit support tickets:
▪ 24 x 7 email/phone/chat in English ▪ Requires a valid maintenance contract or purchase PPI (Pay Per Incident) ▪ Login to Acronis account https://account.acronis.com to contact support and track support tickets
‒ Acronis Backup Cloud customers of Service Providers should contact their Service Providers for any
Acronis according to the following guidelines:
▪ http://www.acronis.com/en-us/support/serviceproviderguidelines/
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‒ Contacting Customer Service & Support:
1. Click on Contact Support on the Support page of the Acronis website 2. Select the type of issue 3. Login with your Acronis web account when prompted 4. Select a support option to submit a support ticket
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‒ Information required to open support case:
▪ Split different issues into separate requests (you will get a support case number for each request) ▪ Follow the following steps:
Steps Required Information
Define the issue
▪ Explain the issue and symptoms in detail, attach screenshots/outputs of the errors (if any), product build number, etc. ▪ Describe the desired behavior you expect from the product, provide steps necessary to reproduce the issue ▪ Include detailed environment overview, e.g., OS, network settings, any recent hardware changes, etc.
Supply necessary logs and troubleshooting tools output
▪ Attach logs from Agents and/or Management Server where applicable ▪ Attach system information from all computers involved ▪ Attach any other logs and outputs according to the issue type and troubleshooting guidelines provided
Define severity
▪ A – Critical ▪ B – High ▪ C – Normal ▪ D – Low ▪ Acronis Support can change the severity of the incident if it was not set reasonably
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