3 how to collect crash dumps, How to collect crash dumps – Acronis Server Cloud Backup - User Guide User Manual

Page 134

134

This will open a confirmation window that lists the information to be sent via Internet to the Acronis
Knowledge Base. Click OK to permit sending the information.

If in future you would like to send such information without confirmation, select the Always send
without confirmation check box.

An error in a low-level module

Sometimes, an error may occur in a low-level program module and then propagate to higher-level
modules resulting in errors in those modules as well. This is a so called composite error, where every
higher level module generates its own error (event) code. The following event code is an example:
0x00970007+0x00970016+0x00970002

The event codes from different modules are combined with "+" symbols. When manually entering
such event codes into the appropriate field to search in the Knowledge Base, enter the event code
components without spaces around the "+" symbols.

If you do not have Internet

If you do not have Internet access when such an error message is shown (this may happen, for
example, when booted from the rescue media), please write down the event code. When you
establish Internet connection or if you can use another computer where Internet connection is
available, use the following URL to go to the Acronis Web site error reporting form:
http://kb.acronis.com/errorcode/.

Select the Acronis product version you use and manually enter the event code into the appropriate
field. Then, click the Search button to search for an article that may contain the solution to your
issue.

If the event code(s) is not recognized in the Knowledge Base, the base does not yet contain an article
to resolve the issue. In such cases, please open a trouble ticket with Acronis Customer Central.

7.3 How to collect crash dumps

Because a crash of Small Office Backup or Windows can be caused by different reasons, each crash
case must be investigated separately. Acronis Customer Central would appreciate if you could
provide the following information: