Make sure that the antivirus software running in your environment does not block Acronis products. SeeUnder specific circumstances 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:.
Crash happens. Support reports crash to developers and provides them crash dumps. Developers investigate the dumps and find root causes. Fixes are implemented.In order for our development team to troubleshoot a crash, they need process dumps and other logs listed in this article.What information needs to be gathered:1. Step by step description of the issue2.
Acronis Backup 12.5 Useful articles. Acronis True Image Home 10.0 Serial Key. Thread needs solution. Beginner Posts: 1 Comments: 2 Is there any way that I can get the serial key from the registry on the computer? I am running Windows XP and I am a little familier with regedit, but have been unable to find the key anywhere.
Log of the operation which caused the crash3. Crash Dump. Select section corresponding to your operating system.Windows. Product closes unexpectedly. You're abruptly forwarded to the welcome screen while performing an operation (e.g. Creation a backup plan, browsing vault etc.).
Service starts and stops unexpectedly.For the list Acronis processes please check the following articles:How to collect a crash dump:Use the Utility:. Download from Windows Sysinternals site;. Create a folder where dumps will be stored (e.g. C:Dumps);.
Unzip the archive and put the procdump.exe into the created directory;. Open Windows command-line: Hit Start - Run and type in cmd;. Right-click cmd and select Run as administrator;. In CMD, switch to the newly created folder using the cd command:cd For example: cd C:Dumps. Issue the following command:procdump -e -w -ma where is the name of the crashing process, e.g.
Serviceprocess.exeIf you are collecting a dump of Acronis Storage Node (StorageServer.exe) with deduplication enabled please do not use '-ma'. Use:procdump -w -e StorageServer.exe. Reproduce the crash. Collect crash dump in the same folder where you put ProcDump.If Procdump command procdump -e -w -ma did not write a dump file and stopped with a message 'The process has exited', the crash did not occur in the monitored timeframe.It is recommended to check logs of the crashing process before submitting a case. Sometimes errors in logs provide the root cause of the crash issue or can help to clarify the issue.Sometimes there are issues when you need to collect dump of 'serviceprocess' that crashes randomly. If you use the ProcDump utility in this case and the serviceprocess does not crash on the first run, ProcDump will exit with 'process exited' without collecting the dump.
In this case, you should use automatic dump creation, see:-.You can also set up Just-in-time debugging (AeDebug Windows option) to collect crash dump automatically in case of a process crash. Once configured, the system will invoke procdump automatically, without any user interaction, whenever an application crash event occurs and the dump file will be written automatically. Also, the system can be rebooted any amount of times and there will be no need for any extra action after each reboot to resume monitoring for crashes.How to set up Just-in-time debugging: click to expand. 1) Download from Windows Sysinternals site.
Select a folder to put procdump.exe in, e.g. C:procdump.You should choose a folder where procdump.exe can be kept until the support ticket is fully investigated, resolved and solution is created and verified. The path to procdump need to remain unchanged because of the way we will be collecting dumps, described further below2) Choose an existing directory or create a new directory for storing crash memory dumps, for example, C:procdump.
It does not matter if it is the same directory as where procdump.exe resides or not. You're abruptly forwarded to the welcome screen while performing an operation (e.g. Creation a backup plan, browsing vault etc.). Syslog contains segfaults for the respective Acronis service. Cara buka file format binder clips. /var/log/messages of the machine MUST contain a message which looks like:Nov 22 08:39:32 localhost kernel: mms15295: segfault at 0 ip 00007ffe6210fa79 sp 00007fff87d2a7e0 error 4 in libDiskBundle.so7ffe6143c000+240f000How to collect a crash dump:. Open Terminal and log in as root.
Stop Acronis managed machine service by issuing this command in Terminal:/etc/init.d/acronismms stopORsystemctl stop acronismms. To disable dump creation use one of.Note: If you see a message like the one below in /var/log/messages:abrtd: Package 'BackupAndRecoveryAgent' isn't signed with a proper keyand the core file is not created, then the configuration of aborted service should be changed as follows:vi /etc/abrt/abrt-action-save-package-data.confchange the lines:OpenGPGCheck = noProcessUnpackaged = yessave changes to the file and reproduce the crash, now the core file should be created properly.How to collect straceStrace output might also be useful. You're abruptly forwarded to the welcome screen while performing an operation (e.g. Creation a backup plan, browsing vault etc.). Folders /Library/Logs/CrashReporter and /Library/Logs/CrashReporter contains Crash Dumps.
The first path is relative to the Home directory of the current user. For example, if you are currently logged in as ' doug' then the log file will be found in /Users/doug/Library/Logs/CrashReporter. The second is an absolute path from the root of the startup volume. In both cases, the Crash Reporter creates a file named 'ApplicationName.log' where 'ApplicationName' is the name of the application. Collect.In Acronis True Image crash logs are collected by Acronis System Report, see. If you have another product, please collect dumps manually.Acronis Virtual Appliance.
How to spot a crash:Appliance reboots.Appliance will have a file named “core” or after the captured process (e.g. In Acronis Backup & Recovery in the '/' folder, in vmProtect it is in /tmp.How to collect a crash dump:Acronis Backup 11.7 and Acronis Backup 11.5 starting with Update 6 (build 0)collect dumps in System Report.For other products/versions:. Install the WinSCP utility which you can get from. Log in to vSphere Client and open the console of Acronis Virtual Appliance.
Write down or remember the IP address of it. Press:. CTRL+SHIFT+ALT+SPACE+F2 in the Virtual Appliance of Acronis Backup 11.5/11.7/12. CTRL+SHIFT+ALT+SPACE+F1 and then ALT+F2 in vmProtectThis will bring you to the command line interface.
In the console please type this command: /bin/sshd. Launch the WinSCP utility on the machine where you installed it. In the host machine field type your Acronis Virtual Appliance IP (recorded on Step 2), the same as in the vSphere console. The default login:password is root:root (the password may differ in Acronis vmProtect if you changed it via web console at Configure - Agent Password).
The protocol should be set to SCP and then click on log in. You will get a window with all the directories of the Appliance (Windows Commander-like interface), collect the core file from '/' in the Acronis Backup & Recovery Virtual Appliance ( /tmp/core file in the vmProtect Appliance).Acronis Linux-based Bootable Media. Method 1How to spot a crash:The media will unexpectedly reboot.How to collect a crash dump:If the media crashes do the following:on BIOS systemson UEFI systems1Boot to the Acronis Boot Selection screenBoot to the black-and-white menu2Press F11Select the appropriate boot option3Remove the word 'quiet' and click OKPress E to edit kernel command line4Boot the appropriate media: click on the product name (e.g.
Acronis Backup in this example)Delete the word 'quiet' and press Enter5The media will boot to shellThe media will boot to shell6. To enable network connections issue asamba dhcp -i ethX (where X is the number of the network interface that has cable connected, most commonly it will be eth0). Issue ifconfig and note the IP address the machine has.7. Issue /bin/sshdto start ssh daemon.8.
Connect to the media using SSH client (like WinSCP or Putty, you will need it later to collect the dump because the GUI will hang)9. Issue ulimit -c unlimitedThe -c denotes the size of a core dump.10. Issue export ACRONISSAFEASSERT=1ACRONISSAFEASSERT=1 changes the flag to ASSERTMODEBREAK11.
Issue /bin/product It will start product GUI.12. Reproduce the crash. Now the media will not reboot but hang or exit to shell.
When the crash is reproduced (media gets unresponsive), try to click CTRL+SHIFT+F2 to get to shell. If that works please execute in shell: ls /You can also use your ssh client to issue commands.13. Issue find / -iname '.core.'
This will show you the path to core Dump to collect.14. Use WinSCP (or another SSH client) to download the core file:. Install the WinSCP utility which you can get from. Launch the WinSCP utility on the machine where you installed it.
In the host machine field type your Acronis Bootable Media IP. The protocol should be set to SCP. Credentials are root: root. Collect the core file from the root directory ( '/')Method 2Alternative way to collect a crash dump from Linux-based media.
It can be used in case you are unable to open shell when the media crashes or you can use it to crash the process manually.1) Press Alt+F2 to open new Terminal window2) Issue /bin/sshd to launch ssh daemon3) Issue ifconfig grep inet to learn the IP address. The output will look like this:inet 192.168.194.135 netmask 255.255.255.0 broadcast 192.168.194.255Note the first IP address, after 'inet'4) On a different machine, download Putty:5) Launch PuTTY. In Host Name field, type the IP address that you obtained at step 3, and press Open. PuTTY will connect to Acronis media environment6) When system asks for login and password, specify login: root, and password: root7) Issue ps grep product.binOutput of the command will be similar to3348 pts/1 00:00:00 product.binThe number in the first column is the process ID.8) Issue the following command: kill -6 where process ID is the number obtained at step 7Example: kill -6 33489) Crash dump will be collected automatically10) Plug in a flash drive and copy the crash dump to it4. Collected during crash5. System report:. if this operation fails for any reason, you can useWith the information collected contact.For Service Providers - it is Tags:.