Application-aware backup fails with one of these errors:
Error code: 34865165
Message: Failed to get the metadata from the 'VMware Snapshot Provider' extension library.
Error code: 65520
Message: The system cannot find the file specified
The backup has failed because 'VSS Writer' has timed out during snapshot creation
Windows error: (0x800423F2) VSS writer 'System Writer' with class ID 'E8132975-6F93-4464-A53E-1050253AE220' has timed out. This may be caused by too intensive I/O on the machine at the backup start time. Try to re-schedule the backup to some different time. To troubleshoot VSS issues, download and run Acronis VSS Doctor available at https://www.acronis.com/en-us/personal/vss-diagnostic-free-tool/
You start a backup plan for the first time. After the first backup has not completed (for any reason), you want to delete this incomplete archive, but cannot find it under Backups. Or you notice, that space used in Acronis Cloud is larger than your backups occupy.
Error code: 54 Module: 482 LineInfo: 5c71ebf434f0c47a Fields: $module : disk_bundle_vs_38774 Message: Failed to collect all of the data required for single-pass backup of Microsoft SQL Server. -------------------- Error code: 4354 Module: 87 LineInfo: e4fe5c9fd5e63de8 Fields: $module : aaib_mssql_backuper_vs_38774
When the activity is almost complete, it fails with:
The credentials for location are not specified
Outdated NAS firmware.
Update NAS firmware to the latest version.
If the issue reproduces with the latest version of firmware, collect system information from the affected agent machine, details about NAS(model, firmware version) and contact Acronis Customer Central.
Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.
Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.
Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.
Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.