Acronis Certified Engineer Backup Training Presentation Module 8 (EN).pdf

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1 Acronis Training and Certification Authorized Use Only ACRONIS BACKUP TROUBLESHOOTING Performing basic Acronis Backup and Acronis Backup Cloud troubleshooting
2 Acronis Training and Certification Authorized Use Only 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
3 Acronis Training and Certification Authorized Use Only Acronis Backup Troubleshooting Steps Steps for performing troubleshooting
4 Acronis Training and Certification Authorized Use Only 1. General Troubleshooting Steps Find out exact software behavior or error message Contact Acronis Support Try available solutions and workarounds Review UG and KB to understand expected behavior Troubleshoot using suggested methods and tools Collect necessary logs and troubleshooting tools’ outputs Search for the known issues in release notes, KB or forums Review training content for troubleshooting guidelines Learn product functionality Find known issues Collect troubleshooting information and escalate
5 Acronis Training and Certification Authorized Use Only Acronis Support Resources Resources available from Acronis
6 Acronis Training and Certification Authorized Use Only 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: Other technical documentation such as Integration references, are also available on the same page
7 Acronis Training and Certification Authorized Use Only 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
8 Acronis Training and Certification Authorized Use Only 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
9 Acronis Training and Certification Authorized Use Only 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.

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