New Acronis Cyber Protect Home Office Build Released!

Two press releases about this version...

https://www.globenewswire.com/en/news-release/2023/09/19/2745564/0/en/Acronis-Unveils-First-Ever-AI-powered-All-in-One-Cyber-Protection-Solution-for-Consumers.html

https://www.globenewswire.com/en/news-release/2023/09/19/2745715/0/en/Acronis-Unveils-First-Ever-AI-powered-Cyber-Protection-Software-for-Consumers.html

BrunoC wrote:

Two press releases about this version...

https://www.globenewswire.com/en/news-release/2023/09/19/2745564/0/en/Acronis-Unveils-First-Ever-AI-powered-All-in-One-Cyber-Protection-Solution-for-Consumers.html

https://www.globenewswire.com/en/news-release/2023/09/19/2745715/0/en/Acronis-Unveils-First-Ever-AI-powered-Cyber-Protection-Software-for-Consumers.html

Hello Bruno. 

Thanks for sharing! 

Copied from forum topic: Upgrade from 40338 to new fail

I am updating this post to let you know that there is a knowledge base (KB) article regarding a known issue while updating the agent:

https://kb.acronis.com/content/72855

I suggest that everyone who is facing this issue and wants to update now should contact our support with the logs requested in the KB.

Best regards!

Hello Everyone,

the new Acronis Cyber Protect Home Office Mac build has been released! 

🔵  Build number: 40752.

What's new

• Identity protection monitors the safety of your personal data, such as social security numbers, as well as financial details to prevent identity theft. Currently, Identity protection is only available in the US under the Advanced and Premium licenses.
• Two-factor authentication introduces an additional level of security beyond just a username and password.
• Added support for macOS Sonoma 14.
• Bug fixes and other improvements.

Release notes are available here: EN, DE, JP, ZH.

I have been having issues with acronis cyber protect home-office since the last update.

Before the last update was installed on my computer everything worked normally.

After the new installation the program runs extremely slowly and at times will not respond.

Is this new build that you mentioned for Mac only? build I have 40729

dan722 wrote:

I have been having issues with acronis cyber protect home-office since the last update.

Before the last update was installed on my computer everything worked normally.

After the new installation the program runs extremely slowly and at times will not respond.

Is this new build that you mentioned for Mac only? build I have 40729

Hello!

That would require an investigation.

Please raise a ticket with our support providing all the details at : https://kb.acronis.com/content/8153

Best regards.

Exactly the same problem as dan722: 

"I have been having issues with acronis cyber protect home-office since the last update.

Before the last update was installed on my computer everything worked normally.

After the new installation the program runs extremely slowly and at times will not respond.

Is this new build that you mentioned for Mac only? build I have 40729".

Support yet requested: no reply...

Acronis customer wrote:

Exactly the same problem as dan722: 

"I have been having issues with acronis cyber protect home-office since the last update.

Before the last update was installed on my computer everything worked normally.

After the new installation the program runs extremely slowly and at times will not respond.

Is this new build that you mentioned for Mac only? build I have 40729".

Support yet requested: no reply...

Hello!

Welcome to the forum!

Please note that our support team sent you an email on October 3rd, but we have not received a reply from you thus far.

I recommend checking your email and carefully reviewing the instructions provided by our support team. Please reply if you have any questions or additional information to add.

Feel free to update this thread if you encounter any issues during this process.

Best regards.

your support team is still trying to figure this out with very little success

dan722 wrote:

your support team is still trying to figure this out with very little success

Hello!

As far as I can see the ticket is under review.

You can expect a reply as soon as possible.

Best regards. 

is there a way to get a notification when a reply has been posted?

dan722 wrote:

is there a way to get a notification when a reply has been posted?

Hello,

Yes, I have enabled your account with that feature. Once a thread you participated in has a reply, you will be notified.

Best regards.

thank you

dan722 wrote:

thank you

You are welcome! 

06083448

This issue still has not been solved. Sometime around September 20 I had a notice from acronis that a new version
of cyber protect home was available and that I should click on the screen to update to that version. A day or two later another pop-up advised that there was an update to the new version and I should click on that install. After that happened the program runs extremely slowly if it runs at all. I had 3 remote sessions. All sorts of information was collected including PML files and proc dump files. It has been well over a week since that happened and I have had no contact from support except for a brief online chat who told me they didn't have a resolution yet.

Is there any estimate when I will have a functioning backup program again?
They even tried to uninstall all the versions on my PC and Mac never worked! I need to back up my computer.
Thank you

dan722 wrote:

06083448

 

This issue still has not been solved. Sometime around September 20 I had a notice from acronis that a new version
of cyber protect home was available and that I should click on the screen to update to that version. A day or two later another pop-up advised that there was an update to the new version and I should click on that install. After that happened the program runs extremely slowly if it runs at all. I had 3 remote sessions. All sorts of information was collected including PML files and proc dump files. It has been well over a week since that happened and I have had no contact from support except for a brief online chat who told me they didn't have a resolution yet.

Is there any estimate when I will have a functioning backup program again?
They even tried to uninstall all the versions on my PC and Mac never worked! I need to back up my computer.
Thank you

Hello!

I am sorry to hear about the issues with getting a solution.

I have updated the ticket and informed our support about the urgency in resolving the issue.

You can expect a reply as soon as possible.

Thanks in advance! 

dan722 wrote:

This issue still has not been solved. Sometime around September 20 I had a notice from acronis that a new version
of cyber protect home was available and that I should click on the screen to update to that version. A day or two later another pop-up advised that there was an update to the new version and I should click on that install. After that happened the program runs extremely slowly if it runs at all. I had 3 remote sessions. All sorts of information was collected including PML files and proc dump files. It has been well over a week since that happened and I have had no contact from support except for a brief online chat who told me they didn't have a resolution yet.

Is there any estimate when I will have a functioning backup program again?
They even tried to uninstall all the versions on my PC and Mac never worked! I need to back up my computer.
Thank you

It seems this update is having a lot of problems.  I'm running the previous version (27.3.40208) on macOS Sonoma because the latest version (28.1.1.40752) doesn't work correctly.

I'm unable to do a full machine backup to Acronis Cloud with the latest version even though the previous version has no problem. I've gone back and forth between the versions a dozen times trying different things.

Support asked me for a bunch of information, which I provided, but they didn't even confirm they received it until I asked.  The most I've gotten is a generic "someone will look at it" and I haven't heard from them since.

Brian Gontowski wrote:

dan722 wrote:

This issue still has not been solved. Sometime around September 20 I had a notice from acronis that a new version
of cyber protect home was available and that I should click on the screen to update to that version. A day or two later another pop-up advised that there was an update to the new version and I should click on that install. After that happened the program runs extremely slowly if it runs at all. I had 3 remote sessions. All sorts of information was collected including PML files and proc dump files. It has been well over a week since that happened and I have had no contact from support except for a brief online chat who told me they didn't have a resolution yet.

Is there any estimate when I will have a functioning backup program again?
They even tried to uninstall all the versions on my PC and Mac never worked! I need to back up my computer.
Thank you

It seems this update is having a lot of problems.  I'm running the previous version (27.3.40208) on macOS Sonoma because the latest version (28.1.1.40752) doesn't work correctly.

I'm unable to do a full machine backup to Acronis Cloud with the latest version even though the previous version has no problem. I've gone back and forth between the versions a dozen times trying different things.

Support asked me for a bunch of information, which I provided, but they didn't even confirm they received it until I asked.  The most I've gotten is a generic "someone will look at it" and I haven't heard from them since.

Hello!

As mentioned in the other thread, I have personally communicated the situation internally. It is currently under review, and you can expect a reply as soon as possible.

Best regards.

Has anyone gotten the macOS 28.1.1.40752 client to work?

I tried a disk backup to a file share without encryption and it still fails.

2023-11-02T09:20:58:564+09:00 140704700169024 E00040019: Error 0x40019: Error occurred while backing up.
| trace level: error
| line: 0x41a4b442975756d2
| file: /Users/hudson_agent/bs_hudson/workspace/common/ati-main-mac-ati/2004/product/products/imager/archive/impl/operations/archive3/backup_operation.cpp:909
| function: Execute
| $module: ti_demon_macia64_40752
|
| error 0x40002: The end of the file has been reached.
| line: 0x4df5a451c224a598
| file: /Users/hudson_agent/bs_hudson/workspace/common/ati-main-mac-ati/2004/product/home/system/impl/process.cpp:94
| function: ReadLineFromOutput
| $module: ti_demon_macia64_40752
2023-11-02T09:20:58:667+09:00 140704700169024 D00000000: GA is enabled. EULA was accepted
2023-11-02T09:20:58:667+09:00 140704700169024 D00000000: GA client StoreEvent captured event: Application: ATI2024_MAC  Module: daemon  Version: 28.1.1.40752  Language: en_US  Time: 994026000  Category: Backup_activity  Action: Failed_backup  Details: <empty>  Value: 0  Custom dimensions: (75,51CC4752-FBB5-49EA-92BD-B64C290FAA32)
2023-11-02T09:20:59:646+09:00 140704700169024 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bcedc
| file: /Users/hudson_agent/bs_hudson/workspace/common/ati-main-mac-ati/2004/product/products/imager/demon/main.cpp:742
| function: main
| $module: ti_demon_macia64_40752

The log isn't very useful.  The end of which file?  I have the logging set to debug.

Once again, 27.3.40208 does not have this issue.

Brian Gontowski wrote:

Has anyone gotten the macOS 28.1.1.40752 client to work?

I tried a disk backup to a file share without encryption and it still fails.

2023-11-02T09:20:58:564+09:00 140704700169024 E00040019: Error 0x40019: Error occurred while backing up.
| trace level: error
| line: 0x41a4b442975756d2
| file: /Users/hudson_agent/bs_hudson/workspace/common/ati-main-mac-ati/2004/product/products/imager/archive/impl/operations/archive3/backup_operation.cpp:909
| function: Execute
| $module: ti_demon_macia64_40752
|
| error 0x40002: The end of the file has been reached.
| line: 0x4df5a451c224a598
| file: /Users/hudson_agent/bs_hudson/workspace/common/ati-main-mac-ati/2004/product/home/system/impl/process.cpp:94
| function: ReadLineFromOutput
| $module: ti_demon_macia64_40752
2023-11-02T09:20:58:667+09:00 140704700169024 D00000000: GA is enabled. EULA was accepted
2023-11-02T09:20:58:667+09:00 140704700169024 D00000000: GA client StoreEvent captured event: Application: ATI2024_MAC  Module: daemon  Version: 28.1.1.40752  Language: en_US  Time: 994026000  Category: Backup_activity  Action: Failed_backup  Details: <empty>  Value: 0  Custom dimensions: (75,51CC4752-FBB5-49EA-92BD-B64C290FAA32)
2023-11-02T09:20:59:646+09:00 140704700169024 E013C0005: Error 0x13c0005: Operation has completed with errors.
| trace level: error
| line: 0x9f2c53c72e8bcedc
| file: /Users/hudson_agent/bs_hudson/workspace/common/ati-main-mac-ati/2004/product/products/imager/demon/main.cpp:742
| function: main
| $module: ti_demon_macia64_40752

The log isn't very useful.  The end of which file?  I have the logging set to debug.

Once again, 27.3.40208 does not have this issue.

Hello!

That specific error code is not related to the latest build. I've checked our database, and there aren't any new tickets open for that specific error code since the update was released. This can occur when, for example, you have third-party cloud apps on your machine, such as Dropbox or similar. As mentioned in the email we sent you today, the logs are under review, and you can expect a reply from our side as soon as possible.

Best regards.

Jose Pedro Magalhaes wrote:

Hello!

That specific error code is not related to the latest build. I've checked our database, and there aren't any new tickets open for that specific error code since the update was released. This can occur when, for example, you have third-party cloud apps on your machine, such as Dropbox or similar. As mentioned in the email we sent you today, the logs are under review, and you can expect a reply from our side as soon as possible.

Best regards.

Jose, have you personally performed a successful backup of a macOS disk using version 28.1.1.40752?

I don't believe the Dropbox argument.  I have Dropbox on the system and versions 27.3.40208 and earlier have worked fine for years.  If 28.1.1.40752 were to be incompatible with "third-party cloud apps" then that should clearly be in the release notes.  It would be a significant failure of the product.

The logs are different enough between the two versions that I believe there have been major changes to the agent.

I have yet to hear from one person who is doing successful macOS Sonoma backups with version 28.1.1.40752 since I reported the issue a month ago.

Brian Gontowski wrote:

Jose Pedro Magalhaes wrote:

Hello!

That specific error code is not related to the latest build. I've checked our database, and there aren't any new tickets open for that specific error code since the update was released. This can occur when, for example, you have third-party cloud apps on your machine, such as Dropbox or similar. As mentioned in the email we sent you today, the logs are under review, and you can expect a reply from our side as soon as possible.

Best regards.

Jose, have you personally performed a successful backup of a macOS disk using version 28.1.1.40752?

I don't believe the Dropbox argument.  I have Dropbox on the system and versions 27.3.40208 and earlier have worked fine for years.  If 28.1.1.40752 were to be incompatible with "third-party cloud apps" then that should clearly be in the release notes.  It would be a significant failure of the product.

The logs are different enough between the two versions that I believe there have been major changes to the agent.

I have yet to hear from one person who is doing successful macOS Sonoma backups with version 28.1.1.40752 since I reported the issue a month ago.

I didn't use it as an argument. I provided my personal feedback without even knowing that you use Dropbox. I used it as an example because I've seen similar issues in the past, which were not included in the support scope. You should wait for our support's reply as they are currently analyzing the logs. If you need any updates, please contact them https://kb.acronis.com/content/8153. Thank you

I've been trying to set up a 'Sync' to Acronis Cloud, but it kept failing.

I had '2FA' enabled....set it up a few days after downloading the latest 40729 build.

I've just removed '2FA', signed out of my Acronis account, signed back in, and for good measure restarted the laptop.

It now works!

Just wondering if any of you who are experiencing problems have '2FA' enabled.

Just a thought.

Graham Butler wrote:

I've been trying to set up a 'Sync' to Acronis Cloud, but it kept failing.

I had '2FA' enabled....set it up a few days after downloading the latest 40729 build.

I've just removed '2FA', signed out of my Acronis account, signed back in, and for good measure restarted the laptop.

It now works!

Just wondering if any of you who are experiencing problems have '2FA' enabled.

Just a thought.

Hello!

This issue requires an investigation.

I have raised a ticket, 06169366, so our support can review and provide you a proper feedback.

You can expect a reply as soon as possible.

Best regards. 

I had some communication today with a level 2 support person who told me that there is a known issue with cyberprotect home office latest version. It has some sort of conflict with any attached USB device. 

As of now they are not aware of any work around or fix. She told me to uninstall the update and reinstall build 40333. This is in windows 11. 

dan722 wrote:

I had some communication today with a level 2 support person who told me that there is a known issue with cyberprotect home office latest version. It has some sort of conflict with any attached USB device. 

As of now they are not aware of any work around or fix. She told me to uninstall the update and reinstall build 40333. This is in windows 11. 

Hello!

Thanks for the information. This may help other users.

Best regards. 

dan722 wrote:

I had some communication today with a level 2 support person who told me that there is a known issue with cyberprotect home office latest version. It has some sort of conflict with any attached USB device. 

As of now they are not aware of any work around or fix. She told me to uninstall the update and reinstall build 40333. This is in windows 11. 

Aha, that may explain why the "Safley Remove Hardware..." feature throws an error when i try to eject my USB-sticks since i installed build 40729: "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device..."

Roger A wrote:

dan722 wrote:

I had some communication today with a level 2 support person who told me that there is a known issue with cyberprotect home office latest version. It has some sort of conflict with any attached USB device. 

As of now they are not aware of any work around or fix. She told me to uninstall the update and reinstall build 40333. This is in windows 11. 

Aha, that may explain why the "Safley Remove Hardware..." feature throws an error when i try to eject my USB-sticks since i installed build 40729: "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device..."

 

 

 

Hello! I'm not sure if that's related; it would need an investigation. Dan was facing performance issues, such as slowness in the program. The error you mentioned usually pops up from Windows itself and not from our agent. Please review your operating system and check for any Windows updates. If available, install them.

I have checked the records in our database and didn't find any similar cases. If you believe that's the cause, please raise a ticket with our support at https://kb.acronis.com/content/8153.

Best regards.

Hi, I recently installed build 40729 and it has been working fine for a couple of weeks.  However I've been trying to update my bootable media using Acronis Media Builder, but I can't get past the "Choose Media Destination" screen.

First, all the media the choices in the box appear then disappear, see attached .jpg

Second, when they do appear I can't select one, clicking on one does nothing.

Third, when I can select one I then get a "processing" icon that never stops.

I have previously created bootable media on CD-RW and on an external drive (Toshiba DTB320) connected via USB and I get the same errors for both types of media. 

Is this related to the error that Roger A mentions or is it something else?

Thanks

Mark

Mark Turner wrote:

Hi, I recently installed build 40729 and it has been working fine for a couple of weeks.  However I've been trying to update my bootable media using Acronis Media Builder, but I can't get past the "Choose Media Destination" screen.

First, all the media the choices in the box appear then disappear, see attached .jpg

Second, when they do appear I can't select one, clicking on one does nothing.

Third, when I can select one I then get a "processing" icon that never stops.

I have previously created bootable media on CD-RW and on an external drive (Toshiba DTB320) connected via USB and I get the same errors for both types of media. 

Is this related to the error that Roger A mentions or is it something else?

Thanks

Mark

Hello! What type of B.media do you create? Is WinPE or Linux based? Try both and check if any of them works.

If not I suggest you to raise a ticket with our support because we need to investigate the case: https://kb.acronis.com/content/8153

Best regards. 

Jose Pedro Magalhaes wrote:

Hello! I'm not sure if that's related; it would need an investigation.

I did some investigation and found out that it is related and can be reproduced.
 

With ACPHO 40729 installed, Core+Anti-ransomware, i get the "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device..." message when i try to safley remove the USB-stick.

• If i now uninstall ACPHO 40729 and restart the computer the same USB-stick can be safely removed.
• If i now install just the "Backup and core protection" and restart the computer i can safely remove the USB-stick.
• If i now modify the install to add "Anti-ransomware..." to ACPHO 40729 and restart the computer i once again get the "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device...".

So there is something in the "Anti-ransomware protection, Cryptomining detection and Videoconference protection" part of ACPHO 40729 that mess with my computers USB ports. One can also see when a USB stick is inserted the light that usually flashes when writing to it flashes several times a minute eventhough not writing/reading.

Computer: HP Z4 G4 Workstation with latest HP drivers installed.

Roger A wrote:

Jose Pedro Magalhaes wrote:

Hello! I'm not sure if that's related; it would need an investigation.

I did some investigation and found out that it is related and can be reproduced.
 

With ACPHO 40729 installed, Core+Anti-ransomware, i get the "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device..." message when i try to safley remove the USB-stick.

• If i now uninstall ACPHO 40729 and restart the computer the same USB-stick can be safely removed.
• If i now install just the "Backup and core protection" and restart the computer i can safely remove the USB-stick.
• If i now modify the install to add "Anti-ransomware..." to ACPHO 40729 and restart the computer i once again get the "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device...".

 

So there is something in the "Anti-ransomware protection, Cryptomining detection and Videoconference protection" part of ACPHO 40729 that mess with my computers USB ports. One can also see when a USB stick is inserted the light that usually flashes when writing to it flashes several times a minute eventhough not writing/reading.

Computer: HP Z4 G4 Workstation with latest HP drivers installed.

Hello!

Thanks for the updates.

I have raised a ticket with our support, providing those details.

The reference number is 06190599.

You can expect an email from our support as soon as possible.

Best regards.

Roger A wrote:

Jose Pedro Magalhaes wrote:

Hello! I'm not sure if that's related; it would need an investigation.

I did some investigation and found out that it is related and can be reproduced.
 

With ACPHO 40729 installed, Core+Anti-ransomware, i get the "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device..." message when i try to safley remove the USB-stick.

• If i now uninstall ACPHO 40729 and restart the computer the same USB-stick can be safely removed.
• If i now install just the "Backup and core protection" and restart the computer i can safely remove the USB-stick.
• If i now modify the install to add "Anti-ransomware..." to ACPHO 40729 and restart the computer i once again get the "Problem Ejecting USB Attached SCSI. This device is currently in use. Close any programs or windows that might be using the device...".

 

So there is something in the "Anti-ransomware protection, Cryptomining detection and Videoconference protection" part of ACPHO 40729 that mess with my computers USB ports. One can also see when a USB stick is inserted the light that usually flashes when writing to it flashes several times a minute eventhough not writing/reading.

Computer: HP Z4 G4 Workstation with latest HP drivers installed.

I don't know what enhancements are included in build 729, but unless they are substantial

the easiest solution is to simply uninstall it and go back to the previous build. The problem

is something to do with any USB device that is attached when you try to run ACPHO.

Hi everyone, I find it incredible that in the settings you can't schedule a complete backup on a specific day of the week in an incremental backup, practically all backup programs have it.

This is a follow up on the issue I have with 28.1.1.40752, in case other people have trouble using the macOS Sonoma build.

The response I received is this is a known issue, with an internal ID of TI-267084.  The description is "backup process crashes when the volume does not have a BSD name".

The fix is planned for a future release, although no date has been set.

I'm not exactly sure which volume is missing a BSD name or why 27.3.40208 works fine. But this is what they determined to be the cause.

Brian Gontowski wrote:

This is a follow up on the issue I have with 28.1.1.40752, in case other people have trouble using the macOS Sonoma build.

The response I received is this is a known issue, with an internal ID of TI-267084.  The description is "backup process crashes when the volume does not have a BSD name".

The fix is planned for a future release, although no date has been set.

I'm not exactly sure which volume is missing a BSD name or why 27.3.40208 works fine. But this is what they determined to be the cause.

Hello!

Thanks for sharing the response from our support. This may help other users.

Hopefully, the issue will be resolved in the next build.

Best regards.

Jose, may I suggest that this thread be closed. It is getting very messy with multiple issues being addressed. 

IanL-S wrote:

Jose, may I suggest that this thread be closed. It is getting very messy with multiple issues being addressed. 

Hello!

We will follow that suggestion as it's more appropriate right now to create new threads per issue.

Best regards.