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Home >Documents >Enterprise Cloud 1.0 Documents >Enterprise Cloud 1.0 User’s guide for Backup License/Acronis v1.7.0 > 2. Enterprise Cloud 1.0 User Guide: Backup License Acronis (Version 12.5) > 2.9. Troubleshooting >2.9.2. Collection of information related to failure

2.9.2. Collection of information related to failure¶

If an event that seems to be failure does not solve even if countermeasures are taken, contact the support contact of Acronis.
This section describes how to collect information to provide information at the time of failure to the support contact.
① Save the contents of the notification of an error on text file and so on.
* Do not forget the storage destination folder because this file is used when contacting Acronis.
② Obtain the capture of the error screen if an error screen appears.
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* Do not forget the storage destination folder because the capture of this screen is used when contacting Acronis.
③ Collect system information of Acronis.
 Select [DEVICES] - [All machines] on the management server, and then click [Activities] from the gear mark for the server in which a failure occurs.
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 Click [Collect system information]. The zip file is downloaded.
../../../_images/315.png
* Do not forget the storage destination folder because this system information file is used when contacting Acronis.

2.9.1. Check points and countermeasures when a failure occurs
2.9.3. How to contact Acronis

Table Of Contents

  • 1. Enterprise Cloud 1.0 User Guide: Backup License Acronis (Version 11)
    • 1.1. Introduction Part (Chapter.1-8)
      • 1.1.1. Purpose of this part
      • 1.1.2. Disclaimer
      • 1.1.3. Technical term of this document
    • 1.2. How to backup in ECL
      • 1.2.1. Explanation of Backup
      • 1.2.2. Pattern of backup destination
      • 1.2.3. Pattern of Acronis backup configuration
      • 1.2.4. Reference value in Acronis
      • 1.2.5. Work-flow to use Acronis
    • 1.3. Download
      • 1.3.1. Connectable to the Internet in ECL
      • 1.3.2. No internet access with ECL
    • 1.4. Installation
      • 1.4.1. Management server
      • 1.4.2. Storage node
      • 1.4.3. Agent for Windows
      • 1.4.4. Agent for Linux
      • 1.4.5. Creation of Bootable media
    • 1.5. Backup (in the case of Custom)
      • 1.5.1. Local
      • 1.5.2. Centralized management
    • 1.6. Restore
      • 1.6.1. Restore using Bootable media
      • 1.6.2. Restore using management server
    • 1.7. Other Functions
      • 1.7.1. Remote Installation
    • 1.8. Reference information
      • 1.8.1. A list of references
    • 1.9. Operation Part (Chapter.9-15)
      • 1.9.1. Purpose of this part
      • 1.9.2. Disclaimer
      • 1.9.3. Workflow of Acronis
      • 1.9.4. Notification area
      • 1.9.5. Image of notification structure
    • 1.10. E-mail Notifications
      • 1.10.1. Backup option
      • 1.10.2. Sample Mail
    • 1.11. SNMP Notifications
      • 1.11.1. Backup option
      • 1.11.2. Sample SNMP
      • 1.11.3. About MIB File
    • 1.12. Troubleshooting
      • 1.12.1. Checkpoint & Measure
      • 1.12.2. How to get the information of trouble
      • 1.12.3. Inquiry method to Acronis
    • 1.13. [Reference]Other notification
      • 1.13.1. Notification area
    • 1.14. [Reference]Other Notification setting(Mail)
      • 1.14.1. Management server option
      • 1.14.2. Computer option
    • 1.15. [Reference]Other Notification setting(SNMP)
      • 1.15.1. Management server option
      • 1.15.2. Computer option
  • 2. Enterprise Cloud 1.0 User Guide: Backup License Acronis (Version 12.5)
    • 2.1. Introduction part (Chapters 1 to 8)
      • 2.1.1. Purpose of this document
      • 2.1.2. Disclaimer
      • 2.1.3. About terminology
      • 2.1.4. Precautions
    • 2.2. About configuration image
      • 2.2.1. Arranging backup requirements
      • 2.2.2. Usage patterns
      • 2.2.3. Backup patterns by using Acronis
      • 2.2.4. Reference values
      • 2.2.5. Overall workflow
    • 2.3. Downloading
      • 2.3.1. If the Internet connection is available in ECL environment
      • 2.3.2. If the Internet connection cannot be established in ECL environment
    • 2.4. About installation
      • 2.4.1. Management server (Windows)
      • 2.4.2. Management server (Linux)
      • 2.4.3. Storage node
      • 2.4.4. Agent for Windows
      • 2.4.5. Agent for Linux
      • 2.4.6. Creation of bootable media
    • 2.5. About backup (custom)
      • 2.5.1. Local type
      • 2.5.2. Centralized management type
    • 2.6. About restoration
      • 2.6.1. Restoration by using the bootable media
      • 2.6.2. Restoration by using the management server
    • 2.7. Other functions
      • 2.7.1. Remote installation
    • 2.8. Reference information
      • 2.8.1. References
    • 2.9. Troubleshooting
      • 2.9.1. Check points and countermeasures when a failure occurs
      • 2.9.2. Collection of information related to failure
      • 2.9.3. How to contact Acronis
  • 3. Enterprise Cloud 1.0 User Guide: Backup License Acronis (Version 15)
    • 3.1. Introduction part (Chapters 1 to 8)
      • 3.1.1. Purpose of this document
      • 3.1.2. Disclaimer
      • 3.1.3. About terminology
      • 3.1.4. Precautions
    • 3.2. About configuration image
      • 3.2.1. Arranging backup requirements
      • 3.2.2. Usage patterns
      • 3.2.3. Backup patterns by using Acronis
      • 3.2.4. Reference values
      • 3.2.5. Overall workflow
    • 3.3. Downloading
      • 3.3.1. If the Internet connection is available in ECL environment
      • 3.3.2. If the Internet connection cannot be established in ECL environment
    • 3.4. About installation
      • 3.4.1. Management server (Windows)
      • 3.4.2. Management server (Linux)
      • 3.4.3. Storage node
      • 3.4.4. Agent for Windows
      • 3.4.5. Agent for Linux
      • 3.4.6. Creation of bootable media
    • 3.5. About Backup (Custom)
      • 3.5.1. Local type
      • 3.5.2. Centralized management type
    • 3.6. About restoration
      • 3.6.1. Restoration by using the bootable media
      • 3.6.2. Restoration by using the management server
    • 3.7. Other functions
      • 3.7.1. Remote installation
    • 3.8. Reference information
      • 3.8.1. References
    • 3.9. Troubleshooting
      • 3.9.1. Check points and countermeasures when a failure occurs
      • 3.9.2. Collection of information related to failure
      • 3.9.3. How to contact Acronis
  • Revision history
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