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Acronis Scheduler - Interaction with Bitdefender Safepay

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Beginner
Posts: 6
Comments: 7

Morning all,

Has anyone had problems with compatibility between Bitdefender safepay and the Acronis scheduler? Each time I try to use Safepay I am presented a dialog which indicates that I must remove the Acronis scheduler if I want Safepay to work properly. The dialog is attached.

Thanks,

Steve

 

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Legend
Posts: 81
Comments: 17983

#1

Steve, I have not seen any reference to Bitdefender Safepay in these forums that I am aware of, but do not see why the Acronis Scheduler Service Helper should have any impact of the way that Safepay works, and I would recommend raising this with Bitdefender to ask why it is objecting to a helper process?

At the same time, it may be worth opening a Support Case directly with Acronis Support to alert them to this potential false positive indication from Bitdefender, as the Acronis Scheduler Service Helper is present in all current versions of the ATIH product, including the latest ATIH 2017 New Generation product.

Please also check if you can set an exclusion for this Acronis process in your Bitdefender configuration settings?

Beginner
Posts: 6
Comments: 7

#2

Thanks for the response Steve. I did raise this with Bitdefender and they told me to talk to Acronis. I am going to raise it with Acronis also.

Legend
Posts: 81
Comments: 17983

#3

Steve, please let us know how things work out on this, as I am sure you will not be the only person who will run into this issue.

Frequent Poster
Posts: 3
Comments: 560

#4

SteveP, please click on "Continue with Safepay" and continue working normally with the Bitdefender software. That warning does not represent any real security threat or vulnerability, as two trusted applications are involved: Acronis Scheduler Helper and Bitdefender Total Security. Please find more details at https://www.bitdefender.com/support/safepay-cannot-start-correctly-due-to-acronis-scheduler-helper-1210.html

The issue with this pop-up message is known to us and there is no proper "fix" for it available from our part at the moment.

Regards,

Slava

Beginner
Posts: 0
Comments: 1

#5

I have precisely the same issue with TrueImage 2017 and Bitdefender Internet Security 2017 on Windows 10.

With respect, I don't think either Steve Smith or Slava is properly interpreting the dialog which SteveP attached, and which I am also getting. It does not say or imply that the Acronis Scheduler Helper is malware (so this is not a false positive); it says that this process is preventing Bitdefender Safepay from functioning correctly. This is borne out by the fact that when I click on "Continue with Safepay" it does not continue, but puts up an error message (attached) and exits. The file obk.exe which crashes is part of Bitdefender, living in its antispam32 folder, but I don't know any more about it than that.

There is clearly a genuine incompatibility here, which needs sorting out. If I can supply any information which will help, let me know.

One last comment - the alternative to the question "why is Bitdefender objecting to a helper process? is "why is a TrueImage Scheduler Helper process taking actions which cause the Bitdefender  sandbox mechanism to crash?" - it takes two to cause an incompatibility.

Thanks in advance for any help,

    John

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Legend
Posts: 81
Comments: 17983

#6

John, I can only recommend that you pursue this issue directly with Acronis Support by opening a support case with them.  The MVP's have no direct access to Acronis development or their support systems - we are just users like yourself.

There is obviously some interaction going on here, which is acknowledged in the Bitdefender article that Slava pointed to previously in this topic thread and this puts this issue beyond the level of support that users can offer here.

Forum Member
Posts: 11
Comments: 31

#7

Hi Steve,

I have been gone for quite some time and I was ready to give up, but I decided to stay.  Not that everything has been working great, it's just that I haven't had a great deal of time to devote to my home computer woes.

I have recently uninstalled Comodo Complete Internet Security, in favor of trying out Bitdfender Total Security 2017.  This is my second day evaluating the product and I too, have already run into the same "Continue with Safe Pay" error.

Don't mean to hijack, but the other thing that I discovered is that this product would not even let me run an Acronis backup.

Key point is that I wanted t share in the "Safe Pay" error.

Regards,

Legend
Posts: 81
Comments: 17983

#8

Thanks for your update - it seems that any security protection can be over-protective at times, which can be daunting for those who don't have the courage to delve beneath the covers and make changes to permissions etc needed to allow correct operation of other applications like Acronis.

Beginner
Posts: 0
Comments: 1

#9

This conflict is continuing as a issue, has the issue ever been resolved in the 2019 version ?

Legend
Posts: 81
Comments: 17983

#10

Kishamer, I am not aware of Acronis taking any action with regard to this issue.  If you are seeing it yourself, then consider participating in the current ATI 2020 Beta testing where you can report it directly via the beta forums for the developers to look at.

Forum Moderator
Posts: 123
Comments: 4703

#11
Kishamer Sidhu wrote:

This conflict is continuing as a issue, has the issue ever been resolved in the 2019 version ?

Hello Kishamer,

I've checked the status of the related task - compatibility with BitDefender Security Safe hasn't been implemented yet. 

Beginner
Posts: 2
Comments: 4

#12

If anyone wants further clarifications:

 

https://www.bitdefender.com/support/safepay-cannot-start-correctly-due-to-acronis-scheduler-helper-1210.html