When opening a case with Acronis Customer Central please collect and provide System Report from the affected machine.
Acronis Agent is installed and machine is online
Collect system report in one of these ways:
From Devices:
Open Cyber Protection console.
Select the machine you need the report for.
Click Activities:
Click Collect system information:
Collecting system report may take a while depending on the log size. Once the report is collected, save it and provide to Acronis Customer Central.
From Settings
Open Cyber Protection console.
Navigate to Settings -> Agents:
Click the select the machine you need the report for and then click Details:
Click Collect system information:
Collecting system report may take a while depending on the log size. Once the report is collected, save it and provide to Acronis Customer Central.
Acronis Agent is not installed or machine is offline
You can collect system report manually:
1) Open and log in to the VM on which VA was installed and then hold CTRL+SHIFT+F2 key combination to switch to command prompt
2) Run the following command: sysinfo
3) Once the system information is collected, navigate to /var/lib/Acronis/sysinfo and download the report. This can be done using WinSCP utility
Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows.
Go to VA console and press CTRL+SHIFT+F2 to switch to the command line interface. In the command line of the Virtual Appliance type this command: /bin/sshd
Launch the WinSCP utility on the machine where you installed it.
In the host machine field type your Virtual Appliance IP, the same as in the vSphere console. The default login:password is root:root .
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), from which you can copy files to other machine
After copying the required info, terminate the ssh process unless you use it for other purposes. Do the following in the command line of the Virtual Appliance
find the PID of the sshd process ps aux | grep ssh
take the PID from the output and then:
kill <PID>
Machine is started with bootable media
These instructions apply to both Linux-based media and WinPE-based media.
Click Help, and then click Collect system information: