Acronis Software: Troubleshooting Application Lockups

Reproduce the problem and collect a Process Monitor Log as described in Collecting Process Monitor Log

1. Define the hanging process.
2. Collect dumps as described in Creating Process Dumps with ProcDump using the following parameters:
   procdump -ma -n 5 <process_name>
   where <process_name> is the name of the hanging process.

Collect System Report from the machine: see instruction for Acronis Backup & Recovery 11.5 Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility.

1. Install a debugger (e.g. GDB with #apt-get install gdb for Debian-based operating systems or #yum install gdb for RedHat-based systems etc.).
2. Find the process ID of the hanging process with #ps aux command (#ps aux | grep Acronis to filter out Acronis processes).
3. Execute command # ulimit -c unlimited. That is needed to remove any possible set limit for memory dumps
4. Open GDB shell with the following command: #gdb -pid <process_id> where <process_id> is the identificator of the hanging process.
5. Use #gcore to write a core file.
6. Detach the core file with #detach
7. Collect dump from the directory you are in.
8. Repeat these steps several times to get more dumps.
9. Quit GDB with #quit
10. Zip the collected dumps..

1. Naviage to /usr/lib/Acronis/BackupAndRecovery.
2. Execute systeminfo
3. Collect the "sysinfo" archive from /var/lib/Acronis/sysinfo

Collect strace output as described in Collecting Strace Output in Linux.

Collect dump as described in Using GDB to Create Memory Dumps of Processes Running on Acronis Virtual Appliance or Acronis Linux-based Bootable Media

Collect System Report from the machine: see instruction for Acronis Backup & Recovery 11.5 Generating System Report.

Collect dump as described in Using GDB to Create Memory Dumps of Processes Running on Acronis Virtual Appliance or Acronis Linux-based Bootable Media

Collect System Report from the machine: see instruction for Acronis Backup & Recovery 11.5 Generating System Report.