ACRONIS BACKUP

TROUBLESHOOTING
Performing basic Acronis Backup and Acronis Backup Cloud troubleshooting

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Module Outline
1. Acronis Backup Troubleshooting Steps
2. Acronis Support Resources
3. Collecting Acronis Backup System Information and Logs
4. Troubleshooting Tools
5. Acronis Troubleshooting Guidelines
6. Acronis Customer Service & Support

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Acronis Backup
Troubleshooting Steps
Steps for performing troubleshooting

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1. Acronis Backup Troubleshooting Steps

Review UG and
Find out exact
KB to understand
software behavior
or error message
expected Learn product functionality
behavior

Search for the Review training

known issues in content for
release notes, KB troubleshooting Find known issues
or forums guidelines

Troubleshoot Collect necessary

Collect troubleshooting using suggested
Try available
solutions and
logs and Contact Acronis
methods and troubleshooting Support
information and escalate tools
workarounds
tools’ outputs

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Acronis Support Resources
Resources available from Acronis

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2. Acronis Backup Documentation
‒ User guide is available for viewing in Backup
Console > About or from the Help button
‒ User guide is also available on Acronis website’s
Support > Documentation page:
http://www.acronis.com/en-us/support/documentation/
‒ Other technical documentation such as Integration
references, are also available on the same page

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2. Acronis Knowledge Base
‒ Acronis Knowledge Base is source of official
information on:
▪ Product functionality
▪ Product limitations and known issues/workarounds
▪ Product troubleshooting techniques and tools
▪ Product support information.

‒ Acronis Backup articles are listed by topics at:

https://kb.acronis.com/acronis-backup-12-5
‒ Acronis Backup Cloud articles are listed by topic at:
https://kb.acronis.com/acronis-backup-cloud
‒ Troubleshooting articles for all Acronis products:
https://kb.acronis.com/dst

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2. Acronis Knowledge Base Search Rules
‒ Use the following rules to enhance keyword search in
Acronis KB:
▪ Use quotation marks
“write error”
“failed to read snapshot”
▪ Use the (-) sign to exclude a word/phrase
“creating bootable media” –”mac”
▪ Use the (+) sign to include a word/phrase
“shadow copy provider” + “fail”
▪ Use product filters

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2. Acronis Support Forums
‒ Acronis Support Forums is an open community where
you can get in touch with:
▪ Acronis Customer Service & Support Team
▪ Acronis Development Team
▪ Acronis Forum MVPs and other Service Providers.

‒ Requires Acronis web account in order to post in the

discussion boards
‒ For Acronis Backup-related discussions:
https://forum.acronis.com/forum/acronis-business-
products-discussions/acronis-backup-125
‒ For Acronis Backup Cloud-related discussions:
https://forum.acronis.com/forum/solutions-service-
providers/acronis-backup-cloud-forum

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Collecting Acronis Backup
System Information and Logs
Collecting system information and logs for troubleshooting

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3. Collecting System Information
‒ Acronis System Information is a collection of diagnostic files and logs that
can be collected from a machine with an Agent or Management Server
installed or from Acronis Bootable Media

Windows

Linux
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3. Collecting System Information
‒ There are 3 ways to collect System Information:
▪ From Activities > Collect system information on a machine
with an Agent or Management Server installed
▪ From Help > Collect system information from Acronis
Bootable Media
▪ Using the standalone Acronisinfo utility. Download from
https://kb.acronis.com/acroinfo for Windows and for Linux, follow
the instructions on https://kb.acronis.com/linuxreport
▪ Save the resultant compressed archive (.zip or .tar.bz2). Take
note that it may take some time for the required information to
be collected and that it can be very large in size

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Troubleshooting Tools
Recommended Troubleshooting Tools

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4. List of Application Processes
Windows Process Name Linux & Mac Process Name Component Function

service_process.exe service_process Agent Backup, replication, restore, validation operations

mms.exe mms Agent Manages tasks and processes on the machine

schedule (Linux)
schedul2.exe Agent Executes scheduled tasks on certain events
schedwrapper (Mac)

Cron (Linux) schedhlp notifies about logon/logoff

schedhlp.exe Agent
launchd.plist (Mac) cron/launchd triggers scheduler

agent.exe agent Agent Provides connectivity with Management Console

Shows tray notifications about tasks and agent

mmsmonitor.exe - Tray Monitor
status

<backup_agent_[version]>.exe <package_name> Installer Installation

systeminfo.exe systeminfo System Report Collects system information

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4. List of Troubleshooting Tools
Tool When to collect How to collect Link Size of log

AcronisInfo / ▪ From Backup Console

Any issue with Agent http://kb.acronis.com/content/2707 ~1MB – 100MB
System Information ▪ Run tool

Connection
Connectivity issues ▪ Run tool and capture screenshot https://kb.acronis.com/content/47678 ~100KB
Verification Tool

▪ Run tool and work in CMD, capture

Scheduler Manager Issues with scheduled tasks
screenshot
https://kb.acronis.com/content/1859 ~100KB

Acronis VSS Doctor
Issues with VSS snapshots:
▪ Disk and file backup
VSSADMIN ▪ Application backup
▪ Hyper-V backup
DiskShadow
▪ Run tool
▪ From CMD and capture screenshot
▪ Run script
▪ From CMD and capture screenshot
http://www.acronis.com/en-
-
sg/personal/vss-diagnostic-free-tool/
https://kb.acronis.com/vsslog ~5KB
https://kb.acronis.com/content/45472 ~100KB

▪ File access issues

Process Monitor https://kb.acronis.com/content/2295 ~20MB – 500MB
▪ Performance issues ▪ From UI
▪ *.zip after creating
Wireshark / tcpdump Connectivity issues https://kb.acronis.com/content/1763 ~10MB – 500MB

Procdump https://kb.acronis.com/content/27931 ~50MB – 500MB

▪ Crash ▪ From CMD/Terminal
▪ Lockup ▪ *.zip after creating
Strace https://kb.acronis.com/content/37659 ~50MB – 500MB

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4. Connection Verification Tool
‒ Connection Verification Tool is a Windows-based port
checker by Acronis that verifies network connectivity
to Acronis cloud management and storage
‒ Used for:
▪ Connectivity issues (cloud-based Backup Console not
accessible)
▪ Backup/restore to/from cloud failures (cloud storage not
accessible)
▪ Backup/restore to/from cloud and network folder interruptions

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4. Connection Verification Tool
‒ Use the following instructions to collect Connection Verification Tool output:
1. Download Connection Verification Tool at https://kb.acronis.com/content/47678
2. Open Windows command-line and run these commands:
cd <path_to_folder>
msp_port_checker_en-US_x86.exe -u=<login> -p=<password>
where <login> is your Backup Account and <password> is the password for that Backup Account
3. Check the output of the tool and see whether all hosts were successfully accessed. If any problems are
identified, the Connection Verification Tool will tell you which port to open
4. If you need to provide Connection Verification Tool output to Acronis Customer Service & Support, create a
screenshot of the screen.

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4. Scheduler Manager
‒ Scheduler Manager is a command-line utility that
allows you to manage scheduled tasks on Windows
and Linux
‒ Included when Agent for Windows/Linux is installed or
download from https://kb.acronis.com/content/1859
‒ Used for:
▪ Monitoring scheduled tasks
▪ Detect unremoved deleted backup tasks
▪ Detect individual tasks that are not running
▪ Collect Scheduler log in case of an issue

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4. Scheduler Manager
‒ Use the following instructions to collect Scheduler Manager log:
1. Locate and open the Scheduler Manager in the following locations:
\Program Files (x86)\Acronis\BackupAndRecovery – in Windows
/usr/sbin/ – in Linux
2. Open a command prompt in the Scheduler Manager location and run the following command to enable logging:
set logflags support
3. Reproduce the issue and run the following command to stop logging:
set logflags 0
4. Run AcronisInfo utility/Collect system information to obtain the output

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4. Scheduler Manager
‒ To manage scheduled tasks, use the following commands:
1. To get a list of scheduled tasks: get list
2. To delete all scheduled tasks: task zap
3. To run a task: task run
4. To delete a single task: task [task_number], task delete, e.g., task 1-12, task delete

‒ Scheduled tasks run on Mac in the following manner:

1. Launchd.plist is created for the task in /Library/LaunchDaemons/
E.g., com.acronis.3_1.plist where “3” is the scheduler task name
2. The created .plist is loaded into launchd.
To check that it is loaded, open Terminal and run: sudo launchctl list | grep Acronis
3. After planned .plist time interval has passed, launchd triggers schedwrapper which starts the task

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4. Acronis VSS Doctor
‒ Acronis VSS Doctor is a free tool for diagnosing and
repairing Microsoft VSS issues
‒ Used for:
▪ VSS writer failures
▪ Shadow Storage out of space
▪ VSS provider issues
▪ Snapshot issues (snapshot read error, snapshot creation error)

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4. Acronis VSS Doctor
‒ Use the following instructions to run Acronis VSS Doctor:
1. Download the tool at http://www.acronis.com/en-sg/personal/vss-diagnostic-free-tool/
2. Right-click on it and choose “Run as administrator”
3. The tool can be used for the following:
Diagnose and repair: Configuration and status of VSS-related services such as Microsoft Volume Shadow
Copy, COM+ Event System, VSS providers, access rights for VSS, VSS COM-interface registration,
configuration of VSS shadow storages and access rights for NTFS volumes
Diagnose only: List of faulted VSS writers, free space available on disk, current I/O load of disks, list of VSS-
related errors/warnings from Windows Event log
4. Diagnostic results can be saved as plain txt report for sending to Acronis Customer Service & Support

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4. VSSADMIN
‒ VSSADMIN is a Windows command-line utility that
can be used to view and work with Microsoft VSS
components on the machine such as providers,
writers and shadowstorage and can help in snapshot
troubleshooting and analysis
‒ Used for:
▪ VSS writer failures
▪ Shadow Storage out of space
▪ VSS provider issues
▪ Snapshot issues (snapshot read error, snapshot creation error)

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4. VSSADMIN
‒ Use the following instructions to collect VSSADMIN output:
1. Download VSSADMIN batch file at https://kb.acronis.com/vsslog
2. Unzip the batch file, right-click on it and choose “Run as administrator”
3. When the tool finishes the job, locate the following text files:
C:\C:\vl_providers.txt
C:\vl_shadows.txt
C:\vl_shadowstorage.txt
C:\vl_volumes.txt
C:\vl_writers.txt
4. Put the resulting text files in .zip archive if you need to provide the output to Acronis Customer Service &
Support

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4. DiskShadow Tool
‒ DiskShadow is a Windows command-line utility that
exposes the functionality provided by the Microsoft
Volume Shadow Copy Service and can help in
snapshot troubleshooting and analysis
‒ Available in Windows 8 and Windows Server 2008
and above
‒ Used for:
▪ VSS writer failures
▪ VSS provider failures
▪ Snapshot issues (snapshot read error, snapshot creation error)

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4. DiskShadow Tool
‒ Use the following instructions to collect DiskShadow output:
1. Open Windows command prompt and run these commands:
C:\Users\administrator> DISKSHADOW
set context persistent
set verbose on
begin backup
add volume C: alias VolumeC provider <provider_id>
writer verify <writer_id> where <provider_id> is the VSS Provider and <writer_id> is the VSS Writer you
would like to troubleshoot. To view current list of registered providers/writers, run either list providers or list
writers command
create
2. Check the output of the tool and see whether all writers are working properly. If any errors are identified, you
have to troubleshoot that particular writer
3. If you need to provide DiskShadow output to Acronis Customer Service & Support, take a screenshot of the
screen. Refer to https://kb.acronis.com/content/45472 for more information

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4. Process Monitor Utility
‒ Process Monitor is a Windows-based utility provided
by Microsoft that shows real-time file system, registry
and process activities and can be used to track what
processes are running and accessing files and
registry at moment of failure
‒ Used for:
▪ Process interruption or hanging
▪ System overload
▪ Issues with installation/uninstallation
▪ Locked file(s) and access denied errors

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4. Process Monitor Utility
‒ Use the following instructions to collect Process
Monitor log:
▪ Download Process Monitor from
https://technet.microsoft.com/en-
us/sysinternals/processmonitor.aspx
▪ Extract the tool and run it
▪ Reproduce the issue without closing the tool. As the log file
might be very large, it is recommended to start the tool right
before reproducing the issue and stop it immediately once done
▪ Click File > Save and select Events to save > All events
▪ Change the Path if desired and click OK
▪ Place the resulting .pml file in a zip archive

‒ Refer to https://kb.acronis.com/content/2295 for more

information

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4. Wireshark / tcpdump
‒ Wireshark is a Windows and Mac-based network
packet capture and analyzer tool that can capture
network traffic between network adapters and can
help in network troubleshooting and analysis
‒ tcpdump is a similar tool that is Linux-based
‒ Used for:
▪ Connectivity issues (e.g., client is shown as offline while
machine is live)
▪ Backup failures (cloud storage not accessible)
▪ Backup to cloud/network folder interruptions

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4. Wireshark / tcpdump
‒ Use the following instructions to collect Wireshark
PCAP log:
1. Download Wireshark at https://www.wireshark.org/#download
2. Install and run the tool. Click on the Interface to capture to start
capturing
3. Reproduce the issue without closing the tool. As the log file
might be very large, it is recommended to start the tool right
before reproducing the issue and stop it immediately once done
4. Click on the Stop button to stop the capture and click on File >
Save to save the capture file

‒ Use filters to narrow your search, e.g.:

▪ ip.addr/ip.dst/ip.src/tcp.port/udp.port: define IP and ports
▪ ==: equals, !=: not equal, &&: and, ||: or

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4. Wireshark / tcpdump
‒ Use the following instructions to collect tcpdump output on Linux:
1. Download the tcpdump utility from http://www.tcpdump.org/#latest-release and unpack to a directory
2. Open a Terminal to the directory where tcpdump is unpacked and run the following commands:
#chmod +x /tcpdump
#/tcpdump # /tcpdump -i eth0 -s 65536 -w /product.pcap &
Parameter –s should be set according to the desired packet size. If error “invalid snaplen” appears, reduce the
packet size, e.g., to 65000 and try again. Note that if packet size is too small, (less than 1024), packets will be
cut and log might not contain useful information
3. Reproduce the issue. Thereafter, stop tcpdump logging:
Find the process [pid]: # ps | grep “tcpdump”
Kill the process: # kill -9 [PID]
4. Place the collected .pcap file into a zip archive

‒ Refer to https://kb.acronis.com/content/1763 for more information

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4. ProcDump
‒ ProcDump is a Windows-based command-line utility
provided by Microsoft that can be used for monitoring
hung processes and unhandled exceptions and
process crash dump creation
‒ Used for:
▪ Process interruption or hanging
▪ Process crashing
▪ System overload

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4. ProcDump
‒ Use the following instructions to collect ProcDump output:
1. Download ProcDump from https://technet.microsoft.com/en-us/sysinternals/dd996900
2. Create a folder where the dumps will be stored and extract ProcDump to the folder
3. Open a Windows command prompt and run the following commands:
cd <path_to_folder>
procdump –e –w –ma <process_name or PID> in situations when the process is crashing, this will create a
full memory dump as soon as the process encounters unhandled exception and crashes
or
procdump –ma <process_name or PID> in situations when the process is hanging, this will create a full
memory dump of the running process without killing it
4. Reproduce the issue
5. Place the resulting dump into a zip archive

‒ Refer to https://kb.acronis.com/content/27931 for more information

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4. Strace
‒ Strace is a Linux-based monitoring tool that can be
used for monitoring interactions between processes
and the Linux kernel
‒ Used for:
▪ Process interruption or hanging
▪ Process crashing
▪ System overload

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4. Strace
‒ Install Strace as follows:
1. Debian-based OS: apt-get install strace
2. SLES: yast –I strace
3. RHEL/CentOS: yum install strace

‒ Depending on the environment, (Agent for Linux or bootable media) and the process (mms
or service_process), following the instructions in https://kb.acronis.com/content/37659 to
collect strace output

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4. OS X Dump File
‒ OS X collects most of the crash dumps, hang dumps,
etc. automatically. These dumps reside in
▪ /Library/Logs/DiagnosticReports/
▪ ~/Library/Logs/DiagnosticReports/

‒ Used for:
▪ Process interruption or hanging
▪ Process crashing
▪ System overload

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Acronis Troubleshooting Guides
Guides for troubleshooting various potential isues

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5. Agent Installation Issues
Possible Issues Troubleshooting Steps To Take Information To Escalate

Check connection to Management Server using the Connection Verification Tool

User Account credentials are not
Ensure all necessary ports are open and no firewalls are blocking the connection
accepted during installation
Check Backup Account login credentials

Locate and analyze the installation log: 1. Screenshots and text of errors
encountered
▪ Windows: C:\ProgramData\Acronis\InstallationLogs
2. Installation log
▪ Linux: /var/log/trueimage-setup.log
Installation fails with error 3. Connection Verification Tool
▪ Mac: /var/log/install.log output
Collect and analyze process monitor log for access denied errors on local files and 4. AcronisInfo/Collect system
registry information
5. Process Monitor log
Check live_update_installer.exe is running and files are downloaded to temp folder
6. Procdump output – if installer
Check for service_process lockup or crash crashes/hangs
Web-triggered update fails
Ensure port 80 is open for download 7. User Account login
Check MSI log in temp folder

Traces of other Acronis product

Uninstall other Acronis product
found

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5. Connectivity Issues
Possible Issues Troubleshooting Steps To Take Information To Escalate

1. Connection Verification Tool

Check connection to Management Server using the Connection Verification Tool output
Backup to cloud storage is too slow
Ensure all necessary ports are open and no firewalls are blocking the connection 2. AcronisInfo/Collect system
or fails with connection error
Check Backup Account login credentials information
3. User Account login

Credentials for the network folder

Check connection to the network folder using other applications, try pinging that 1. AcronisInfo/Collect system
are not accepted
computer information
Unmount all mounted network shares from that computer 2. Wireshark PCAP log
Backup to the network folder is
Update Samba if the network folder is on NAS/Linux 3. User Account login
interrupted

Check that MMS service is running after several minutes

Fail to connect to Managed Machine Check MMS permissions: https://kb.acronis.com/content/56202 1. Process Monitor log
Service error after installation or
after reboot in Windows Install agent from MSI then register it manually 2. User Account login
Check overall WMI performance on the machine

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5. Backup Console Issues
Possible Issues
Incorrect storage display or Storage
overuse
Notifications and usage reports not
being delivered
Computer does not appear in
Backup Console
Computer is duplicated in Backup
Console
Machine is offline in Backup
Console or Incorrect machine status
in Backup Console
Backup Console is unavailable or
connection to console fails with
error
Troubleshooting Steps To Take Information To Escalate
Check the quotas set up for a particular user and check for incomplete backup in 1. Administrator Account login
Web Restore https://kb.acronis.com/content/56376
2. User Group name and
Check the spam folder on receiver side Notification Settings for that
User Group in Backup
Check the spam folder on receiver side Console
Check SMTP settings and send a test notification 3. User Account login
Re-register the machine manually as per KB: https://kb.acronis.com/content/55244
1. AcronisInfo/Collect system
information
Remove all entries with the same name and re-register the machine manually
2. Computer name
3. User Account login
Check that MMS service is running
Check connection to cloud and follow instructions in KB:
https://kb.acronis.com/content/57601
Retry in 10 minutes, regular maintenance runs Tuesdays 7-8am CET 1. Connection Verification Tool
Login with another user account or to another datacenter to localize the issue output
Inform Acronis Support about the issue 2. User Account login
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5. Backup & Snapshot Issues
Possible Issues Troubleshooting Steps To Take Information To Escalate

1. AcronisInfo/Collect system
Check if any software is locking the file information
File is skipped during backup
Enable file-level backup snapshot 2. Process Monitor log
3. User Account login

Operation fails with backup not 1. AcronisInfo/Collect system

found error Check that local folder where backups reside as well as backup files and .xml files information
were not moved or modified 2. List of all files in the local
Operation fails with backup Check HDD for corruption, bad sectors and file system errors folder and .xml files
corrupted error 3. User Account login

Make sure sufficient user privileges are granted 1. AcronisInfo/Collect system

VSS snapshot creation error or information
Check HDD for corruption, bad sectors and file system errors
snapshot read error
Localize the faulty VSS module with DiskShadow 2. VSSADMIN output
3. DiskShadow output

Check snapshot and shadow copy storage as per KB: 4. Process Monitor log
Insufficient snapshot storage space
https://kb.acronis.com/content/31418 & https://kb.acronis.com/content/8032 5. User Account login

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5. VM Backup Issues
Possible Issues
VM snapshot failure or snapshot
read failure
VMware VMs do not appear in
Backup Console
VSS snapshot failure or clustered
VM backup failure
Troubleshooting Steps To Take Information To Escalate
Make sure sufficient user privileges are granted 1. Result of the vSphere
Check VSS with DiskShadow inside VM snapshot
Run vSphere snapshot with quiesce/no memory option as per KB: 2. VSS logs
https://kb.acronis.com/content/45632 3. AcronisInfo/Collect system
information on VM
4. AcronisInfo/Collect system
Check for cloned/imported VMs with duplicated UUID as per KB: information on host
https://kb.acronis.com/content/38130
5. User Account login
Make sure sufficient user privileges are granted 1. AcronisInfo/Collect system
information on VM
Check VSS with DiskShadow inside VM and on the host
Localize the faulty VSS module with DiskShadow 2. AcronisInfo/Collect system
information on host
3. VSSADMIN output
4. DiskShadow output
5. User Account login
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5. Application Backup Issues
Possible Issues
SQL instance not detected
SQL backup fails with access errors
Exchange database not detected
Exchange credentials not accepted
Troubleshooting Steps To Take Information To Escalate
Make sure SQL instance and SQL Browser are running and TCP connections are 1. AcronisInfo/Collect system
allowed information
2. Process Monitor log
Give SQL Server admin privileges to MMS user 3. User Account login
Check that you can list Exchange databases with PowerShell cmdlet:
▪ get-mailboxdatabase 1. AcronisInfo/Collect system
Ensure Exchange cmdlets are enabled: information
▪ add-pssnapin *exchange* 2. Process Monitor log
3. User Account login
Use FQDN credentials
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5. Recovery Issues
Possible Issues
Recovery points are not available
Unable to recover Mac, no machine
recovery option
Bare metal recovery fails with cloud
storage being unavailable
Recovery to new physical or virtual
machine with Agent gives error
“failed to automatically map disks”
Troubleshooting Steps To Take Information To Escalate
Agent selected for recovery is offline
Select online agent that has access to backup storage
Machine recovery is unavailable in Backup Console, create a bootable rescue media
on Mac and perform recovery with bootable media 1. AcronisInfo/Collect system
information from machine
2. AcronisInfo/Collect system
Try with latest build information from bootable
Try a different bootable media media
Check Internet connectivity 3. User Account login
Disk layout must be the same on target machine as in backup. Create correct disk
layout or boot with bootable media to modify disk layout during recovery
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5. Hardware Detection Issues
Possible Issues
Disks not detected by Agent
Disk/RAID arrays not detected or
improperly detected by bootable
media
Troubleshooting Steps To Take Information To Escalate
1. AcronisInfo/Collect system
Reboot machine after installing Agent information
Repair Agent installation 2. Process Monitor log
3. User Account login
1. AcronisInfo/Collect system
information on bootable media
2. AcronisInfo/Collect system
information on machine where
Reach out to Acronis Support to add necessary drivers it is detected improperly
3. Screenshot or photo of how it
is detected
4. Name, model and version of
disk/RAID array
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5. Other Issues
Possible Issues
Process crashes or operation fails
with error “an underlying layer has
disconnected from the peer” or
process hangs
Deleted or revoked backup plan
continues to run
Scheduled tasks do not start or
scheduled tasks start at incorrect
time
Web console issues
Troubleshooting Steps To Take Information To Escalate
Check for any 3rd party applications interrupting operations (e.g., antivirus, security or
other backup software) 1. AcronisInfo/Collect system
information
Identify the failing process, collect and analyze process dump
2. Process Monitor log
Stop the failing process
3. ProcDump output, Strace
▪ Windows: taskkill /pid <PID> /f
output or OS X dump file
▪ Linux & Mac: sudo kill PID
Use Scheduler Manager to check if the respective task is registered on the machine
and delete it
1. Scheduler Manager log
2. AcronisInfo/Collect system
Check local time on the machine
information
Use Scheduler Manager to check that the respective task is registered on the
3. User Account login
machine
Revoke and reapply the backup plan
1. HAR log
Check web browser compatibility
2. AcronisInfo/Collect system
Disable ad-blockers, try browsing with Private Mode/Incognito Mode
information
Collect HAR log (https://kb.acronis.com/content/58514)
3. User Account login
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4. FAQs
‒ Refer to the following FAQs for commonly asked questions:
▪ Acronis Backup 12.5: https://kb.acronis.com/content/59470
▪ Acronis Backup 12.5 Licensing and Upgrade: https://kb.acronis.com/content/59467
▪ Acronis Backup Cloud: https://kb.acronis.com/content/49028
▪ Acronis Web Account: https://kb.acronis.com/content/49269

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Acronis Customer Service &
Support
Contacting Acronis Customer Service and Support

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6. Acronis Customer Service & Support
‒ Acronis Backup Customers and registered Acronis
partners can contact Acronis Customer Service &
Support to submit support tickets:
▪ 24 x 7 email/phone/chat in English
▪ Requires a valid maintenance contract or purchase PPI (Pay
Per Incident)
▪ Login to Acronis account https://account.acronis.com to contact
support and track support tickets

‒ Acronis Backup Cloud customers of Service Providers

should contact their Service Providers for any
assistance. Service Providers can get support from
Acronis according to the following guidelines:
▪ http://www.acronis.com/en-us/support/serviceproviderguidelines/

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6. Acronis Customer Service & Support
‒ Contacting Customer Service & Support:
1. Click on Contact Support on the Support page of the Acronis
website
2. Select the type of issue
3. Login with your Acronis web account when prompted
4. Select a support option to submit a support ticket

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6. Information Required to Open Support Case
‒ Information required to open support case:
▪ Split different issues into separate requests (you will get a support case number for each request)
▪ Follow the following steps:

Steps Required Information

▪ Explain the issue and symptoms in detail, attach screenshots/outputs of the errors (if any), product build number, etc.
Define the issue ▪ Describe the desired behavior you expect from the product, provide steps necessary to reproduce the issue
▪ Include detailed environment overview, e.g., OS, network settings, any recent hardware changes, etc.

▪ Attach logs from Agents and/or Management Server where applicable

Supply necessary logs and
▪ Attach system information from all computers involved
troubleshooting tools output
▪ Attach any other logs and outputs according to the issue type and troubleshooting guidelines provided

▪ A – Critical
▪ B – High
Define severity ▪ C – Normal
▪ D – Low
▪ Acronis Support can change the severity of the incident if it was not set reasonably

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Questions?

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New Generation Data Protection
www.acronis.com

twitter.com/acronis blog.acronis.com facebook.com/acronis

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