Problem
A backup fails to complete - Backup Status page continues to report 95% estimated completion long after expected completion time.
Cause
The problem may be caused by any of the following conditions: -
- Acronis backup job has hung/stalled
- Acronis backup job is taking longer than usual due to performance bottleneck (e.g. slow disk or network connection)
- Kaseya failed to detect completion of Acronis process
Solution
Use the following steps to troubleshoot the issue: -
1) check if acrocmd.exe process is running on the Backup agent machine
2) capture the Acronis log from the Kaseya agent working directory (by default, c:\kworking): -
- volBackupLog.XML for volume backups
- folderBackupLog.XML for folder backups
3) open the XML file using a text editor (e.g. notepad++) - scroll to the bottom and check the progress.
Depending, on the log content, proceed as follows: -
The log is still reporting progress
The backup is still running, but there may be a performance bottleneck. Check for the following: -
- low system resource (e.g. RAM / CPU) on Backup agent machine
- test performance of source and destination disks, check for excessive disk queueing
- if Image Location is a network share, test performance of network link between source and destination machines
The job is not complete, but there is no progress update for the several hours
A dependent Acronis process may have crashed. Proceed as follows: -
- kill acrocmd.exe process using Task Manager
- wait for Kaseya to report the backup as "failed"
- start a new backup
- if the problem persists, reboot the agent machine and try again
- if the problem still persists, contact Kaseya Support for further troubleshooting steps
Applies to
Kaseya VSA (Backup module) - v6.5 and later
Acronis Backup v11.x