36175: Acronis Backup for VMware: Collecting Logs for Cloud Backup Issues

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    Last update: Wed, 2016-04-06 13:39

    How to troubleshoot online backup issues with Acronis vmProtect

    This article applies to:

    • Acronis Backup for VMWare (Acronis vmProtect) 9
    • Acronis vmProtect 8
    • Acronis vmProtect 7


    You will need to troubleshoot the connection from your ESX(i) host to Acronis Online Backup Datacenter.


    Please collect following information:

    1. Connect to Virtual Appliance on ESX(i) host;
      1. Go to the Console tab, click into the console window and press CTRL-SHIFT-ALT-SPACE-F1 to enter the command line mode (If CTRL-SHIFT-ALT-SPACE-F1 takes you to black screen with blinking cursor then press Alt-F2 to get #prompt);
      2. Run the ping command using addresses from Acronis Online Backup Access Ports and Hostnames;
        Use command line like this (e.g. EMEA region):
        ping -w 50 cloud-rs-eu1.acronis.com > /var/lib/Acronis/cloud-rs-eu1.acronis.log
        ping -w 50 cloud-fes-eu1.acronis.com > /var/lib/Acronis/cloud-fes-eu1.acronis.log
        ping -w 50 rpc.acronis.com > /var/lib/Acronis/rpc.acronis.log
      3. To collect network interface info, type:
        ifconfig -a > /var/lib/Acronis/ifconfig.log
      4. Run the tracert command using addresses from Acronis Online Backup Access Ports and Hostnames;
        Use command line like this (e.g. EMEA region):
        traceroute -i eth0 cloud-rs-eu1.acronis.com 55556 > /var/lib/Acronis/trace-cloud-rs-eu1.acronis.log
        traceroute -i eth0 cloud-fes-eu1.acronis.com 44445 > /var/lib/Acronis/trace-cloud-fes-eu1.acronis.log
        traceroute -i eth0 rpc.acronis.com 443 > /var/lib/Acronis/trace-rpc.acronis.log
      5. Run tcpdump report;
        1. You can use WinSCP utility for uploading and downloading information from and to the virtual appliance. You can download it from this url: http://winscp.net/eng/download.php
        2. The tcpdump utility for linux you can download from here
        3. Copy the tcpdump utility using WinSCP to the virtual appliance (for example, create a new folder in /tmp and copy the utility into this folder);
        4. Apply the necessary rights to the utility:
          #chmod +x tcpdump
        5. Start logging of tcpdump utility:
          #tcpdump -i eth0 -s 64 port 443 and port 44445 -w /var/lib/Acronis/tcpdump.pcap
        6. Reproduce the issue
        7. Stop logging of tcpdump utility:
          1. Find the process [pid]: #ps | grep "tcpdump"
          2. Kill the process: #kill -9 [PID]
        8. Download the created dump from /var/lib/Acronis using WinSCP.
        9. Collect the logs via View -> Show Logs -> switch to dynamic Logs tab -> Save All To File

    More information

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