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DeviceLock - causes performance & IIS Issues

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Beginner
Posts: 5
Comments: 9

HI

 

We have had significant performance issues with our Windows IIS Shared hosting servers since mid-feb 2021,

 

We hired Microsoft 24x7 emergency support at a cost of $500 to work with us on the issue 

 

After a week they have identified the issue was caused by DLService.exe which is Devicelock.com that Acronis cyber protect automatically installed on our servers.  This is constantly reading files and causing IIS to stop responding and stops us from being able to load any websites in IIS and causes huge performance issues to websites and stops Plesk from being able to read/write to IIS.

To fix:

Load services.msc
find Device Locker and change service from Automatic to Disabled
Then open task manager > details tab > find: DLService.exe and end task

 

CPU will immediately drop on the server and IIS will immediately start functioning again.

Issue happened on Windows Server 2016 & Server 2019
we use latest build of acronis, Agent version: 15.0.26570

 

 

0 Users found this helpful
Forum Moderator
Posts: 186
Comments: 6067

Hello Chris ,

sorry to know about the issue! Looks like the issue described in  https://kb.acronis.com/content/68289 According to the article, an update to the latest build should solve the issue. Alternatively, there are workarounds offering to stop the DeviceLock service. 
If you still experience this issue, please open a support ticket for the more in-depth investigation. 

Beginner
Posts: 5
Comments: 9

This issue still exists in the latest build 15.0.26692

 

Acronis how do we remove devicelocker and stop it from installing on our servers on upgrading acronis agent?

Forum Support specialist
Posts: 0
Comments: 1735

Hello Chris.

This article describes how to uninstall Acronis DeviceLock Agents: https://kb.acronis.com/content/67442