Transcript PowerPoint-Präsentation

Partition Backup
 log with error
 screen shot of the error
 system/non-system
partition being backed
up
 what is the target for the
backup?
 if target is external
HDD/network – is
backup to internal HDD
successful?
 manual/scheduled
 if scheduled, exact
settings
 AcronisInfo
 results of the same
backup in
Windows/from bootable
media
Online Backup
 was initial backup
created successfully?
certificate issue-close ATIH,
start Wireshark, reproduce
the issue, collect the log
server availability issue
 Get ping.log and
tracert.log
 specify the time and date
when the error occurred,
amount of data backed
up/restored
all issues
 system report,
 Or folder Acronis from
Documents and
settings\AllUsers\Applica
tionData
 Application and System
event logs
Backup Issues
Data Backup
 log with error
 screen shot of the error
 what data and from
which storage are
backed up?
 what is the target for
the backup?
 if target is external
HDD/network – is
backup to internal HDD
successful?
 manual/scheduled
 if scheduled, exact
settings
 AcronisInfo
 results of the same
backup in
cvccvc bootable
Windows/from
media
Bootable Media Issues











Nonstop Backup
step-by-step description
AcronisInfo with
cdp.metadata logs/or get
cdp.metadata file from
Time Explorer Storage
what data are being
backed up
storage for Nonstop
backup
was checkdisk carried out?
Email Backup
screen shot of the error
message/step-by-step
actions
version of email client
number and types of
accounts (POP3 and IMAP)
screen shots of email
backup settings
logs containing the error
AcronisInfo
Backup to Network
Network share
 log with error
 what data are being backed up
 is copying a file in Windows to this network share
successful?
 Wireshark log
 Acronis Info
NAS
 what data are being backed up
 is copying a file in Windows to this NAS successful?
 can the NAS be pinged in Windows via IP address?
 exact NAS model
 is NAS in domain?
 log with error
 Wireshark(+IP addresses of the NAS and source machine)
 AcronisInfo
Kernel Boot Issues
(after boot menu, before GUI appears)
 boot without quiettake screen’s picture
 (optional)does any previous version of
Acronis products boot successfully? If yes,
then get sysinfo version of Acronis products
boot successfully? If yes, then get sysinfo
Hardware Recognition
HDD
 sysinfo
 Acronis Report from Windows
Environment
RAID (seen as separate HDDs)
 sysinfo
 AcronisInfo from Windows env-t (at least
MSInfo and Acronis Report )
Network card
 check if network card is visible at
ToolsOptions
 sysinfo
 MSinfo or AcronisInfo
Acronis Loader issues
 Exact moment of the error
 BIOS version
 AcronisInfo
Other issues with bootable media
 step-by-step description
 sysinfo after reproducing the issue
 picture of the screen if the issue is in GUI/not
clear or strange error messages
Restore Issues
Restore with AUR
 AUR log
 system report from the target machine collected using
bootable CD
 system report from source machine
 registry capture from source and target systems
 Mass Storage drivers
 result of restore – BSOD, ability to boot into Safe Mode,
black screen.
 if BSOD-take a picture of the screen
 if Safe Mode – export HKEY_LOCAL_MACHINE\SYSTEM\
 CurrentControlSet
 Does the original system boot successfully?





Image Restore
error message
log containing the error
results of restore in Windows/using bootable media
backup file location
is it the first time this restore problem occurs?
File-backup restore
 error message
 log containing the error
 results of restore in Windows/using bootable media
 backup file location
 is it the first time this restore problem occurs?
Email backup Restore
 What components are restored?
 name of email client, types of accounts
 backup file location
 restore to the original or new system
 error message/results of restore
 log with error message
Other Issues
Program Crash
 exact moment of
the crash
 AcronisInfo
 DrWatson crash
dump (see KB 2192)
 is it the first time
this restore
problem occurs?
BSOD/System Crash
 exact moment of
the crash
 AcronisInfo
 get full memory
dump KB 17639
GUI issues
 screen shot/series
of screen shots
(depends on the
issue)
 customer’s step-bystep actions
 AcronisInfo
 does the issue
influence
backup/restore/oth
er operations
performance?
Corrupt Backups
 result of Memtest
(photo)
 a)corrupt backups
created in Windows - get
AcronisInfo
 b)bootable media - get
Acronis Linux Report
after a corrupt backup is
created
 if other types of backups
are created corrupt
 when does the error
message appear? during
automatic validation,
manual validation,
recovery
Installation
 exact moment when
the issue occurs
 MSI log
 MSinfo
 dump if the
installation crashes
 full memory dump if
the computer
reboots/BSODs
during installation
Try&Decide
 exact sequence of
actions
 what actions are
performed during
Try&Decide?
 is ASRM activated?
 screen shots of
actions
 AcronisInfo
OS Selector
 exact steps of
the customer
 order of
operating
systems
installation
OS installation
 -if the OS can
be installed
without OS
Selector
 -Acronis Info
Uninstallation
history of Acronis products installation
exact steps during uninstallation
screen shot of the error message
if Cleanup utility was used
dump if the uninstall process crashes
full memory dump if the computer
reboots/BSODs during/after uninstallation
 MSInfo





