If one of the Acronis components randomly crashes during any operation, please enable the automatic dump creation on this machine for troubleshooting purposes.
To enable automatic dump creation, follow these steps:
- On the machine, where the Acronis component is installed, go to Start -> Run -> regedit.exe -> and hit Enter;
- Navigate to one of the following keys from the table below (if the keys are missing, create them. Keys are case sensitive.):
Acronis Component or service related Windows registry key mms.exe HKLM\Software\Acronis\BackupAndRecovery\Settings\ service_process.exe HKLM\Software\Acronis\ServiceProcess\Settings\
- Right-click on the key (create if not present) and create a new DWORD name AutoCreateDump with value of 1:
See this example:
- Restart the mms.exe service to activate this setting;
- When the related component crashes, it automatically saves the dump file in the following location:
Server 2003/XP: %AllUsersProfile%\Application Data\Acronis\Dumps
Server 2008/2012/Vista/Windows 7/Windows 8.1/Windows 10: %ProgramData%\Acronis\Dumps
- Collect the system report on this machine. See Acronis Cyber Protect Cloud: Collecting System Report.
(!) Generating this report may take a significant amount of time, as it will need to compress and pack the resulting large dump file into the report (will be the size of RAM used by the process during the crash). The large size will also prevent you sending it via e-mail - see the next steps below;
- Contact Acronis Service Providers Support with a reference to this article.
- Zip the dump file and upload it with the system report to the provided FTP account. See Uploading Files to Acronis FTP Server.
- To disable the dump file creation, please set the AutoCreateDump registry key value to 0 (null).