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ATI2021 significant critical issues

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Legend
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I upgraded a few days ago from a stable ATI2020 #25700 on my main laptop to the new ATI2021 #30290 after having participated in the ATI2021 Beta program using 2 Windows 10 VMware machines, and an older Dell Studio Win 10 laptop.

Since having installed / upgraded to ATI2020 I am finding significant issues that make me seriously question whether this new version should ever have been released by Acronis when it is obviously not ready for general release.

I am seeing other users reporting many of the same issue, including other MVP's.

The current critical issue I am seeing is the total inability to turn on the new Protection features in ATI 2021.  The most bewildering aspect of this critical issue is that I can click on the 'Turn on Protection' option and it appears to do so but then within a matter of a few seconds, it all turns itself off again!

I have submitted Feedback to Acronis for this issue with a short video showing the above strange behaviour!

The reason for that first critical issue was triggered because of a second critical issue - the inability to safely eject / remove my external USB drive since upgrading to ATI 2021, which I believe is associated with the new Protection features!

Every attempt to safely remove my USB drive is met with a warning pop-up suggesting the drive is currently in use and to end the process using it etc. 

This led me to use the option to Pause Protection which I selected to do until the next restart of Windows.  After doing this, I did a restart but Protection did not restart as expected and regardless of Protection being turned off, I still cannot safely remove the USB drive!!

I have submitted Feedback to Acronis for this second issue along with an Acronis System Report created when Protection was turned off!

Other issues relate to the impact of the new CyberProtection features in ATI2021 where a Full scan of my laptop took over 5 hours to finish which is excessive when compared to other security applications I have used previously.  The laptop is a HP Omen gaming machine with Intel i7 8th gen CPU, 32GB RAM, Samsung EVO 970 Plus NVMe M.2 SSD along with a Seagate Barracude 2TB HDD.

The next challenge for me is whether to wait to see if these critical issues are resolved or to bit the bullet and either restore a backup from when I still had ATI 2020 installed or uninstall 2021 and reinstall 2020.

This whole application seems to have been released prematurely much to the surprise of most of the Beta testers and MVP's, when it was rushed to public release before many of the issues raised during the Beta process were resolved.  Acronis appear to be more focussed on entering ATI into the Cyber Security arena than with producing a truly leading Backup & Recovery application for which their loyal users have been asking for it to return to being, instead they have produced an application which fails in so many ways that users are turning to other companies to provide their needs in this area!

3 Users found this helpful
Legend
Posts: 106
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Feedback submitted for the 2 main issues above have triggered an email exchange with Acronis with a request for a further System Report zip file (54MB) which has been uploaded via FTP to them.

Despite the fact that the ATI 2021 GUI shows all Protection items as being off, all the background Acronis Protection services are still running as shown in Task Manager!
I have reenabled Windows Defender as the main security application.



 

Forum Star
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There are also reports of problems with virtual machines and *.pst and *.ost being inter feared with.

I will see if I can disable and report back.

Ian

Forum Star
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Steve,

I can report seeing the same behavior you are seeing with regard to Protection being turned on for only a second and then turning off again. No matter how many times I tried to turn it on, it kept turning itself off. In my case, I didn't pause or turn off protection initially. It just turned itself off. See more here https://forum.acronis.com/forum/acronis-true-image-2021-forum/fill-anti-virus-scan-not-respecting-excluded-folders

Forum Hero
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All,

I have a question to ask you.  Do you have another third party anti-malware or security suite installed and active on your system?

If yes, have you turned off the antivirus feature of that third party application prior to attempting to turn on Cyber Protection?

I have a third party app installed and active on two machines.  On both TI Protection shows PC is protected.  The listed active (showing green boxes) protections are Ransomware attacks, Illicit cryptomining, Zoom injection attacks.  Malicious files, and malicious websites are not active and are being provided protection via my third party app which is displayed in an information box telling me so.  Do you see this if you turn Protection On?

Legend
Posts: 106
Comments: 26327

Bob, on the system I am using as my main laptop with this critical issue, I do not have any other third-party security software.  I have been using it very happily with ATI 2020 and AAP enabled alongside the native Windows 10 Defender security. 

On one of my test VMware Win 10 machines (hosted on the same laptop) I have been using Comodo Internet Security primarily for testing purposes and haven't see the same issue other than that the ATI 2021 Realtime protection was being turned on regardless of having CIS providing realtime protection!

My two other test systems (another VMware Win 10 machine and an older Dell Studio laptop) both again only had Windows 10 Defender before ATI 2021 was installed.

Speaking for my own needs, I am more than happy to stay with the same level of protection that was provided by ATI 2020 AAP and Windows Defender without all the extra services, processes and load coming with ATI 2021.  I have previously used CIS on my systems for many years with good results and protection but found that Defender was working fine with the advent of the later updates of Windows 10, so dropped CIS other than for testing and use on my remaining Windows 7 PC's.

I do not use any other third-party applications for security such as MalwareBytes etc and have not needed these for this system.

Bob, I have uploaded a copy of the .avi video to our shared MVP CyberFiles service if you would like to see what was happening.

Frequent Poster
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Hello All,

Thanks for all that significant info.  I will delay my installation of 2021 until I see some progress with these issues.

Thanks !

Steve F.

Forum Member
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Comments: 27

Hello All,

I installed version 2021. My backup took 11 hours to download only 6% !!! In the 2020 version this did not happen. How do I get back to the 2020 version? Do I run the risk of losing previous backups?

 

Thanks.

Forum Star
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You do not run the risk of loosing backups.

The first thing I would do would be to save you settings.

Steve Smith offered the following advice on how to revert in the Beta forum (not sure if all users can access it) so I will do a copy and paste.

John, if you are intending to go back to ATI 2020 (or 2019), then I would advise doing so as soon as possible rather than continuing on the 2021.  The Beta version should have expired back on August 22nd or 23rd and no longer launch.

In terms of starting over and getting back to 2020, then you will need to do a full clean uninstall of 2021, starting off by doing a normal uninstall via the Control panel, Programs & Features which will use the Acronis uninstaller.  Follow this by doing a restart of Windows.

After the restart, go into Task Manager and check that there are no Acronis Services or Processes still shown.

See KB 65464: Acronis True Image 2021: Windows services and processes for details of what to look for.

Assuming that the check is good and nothing is shown, then in Explorer go to C:\ProgramData\Acronis\ and either make a copy of all the contents then delete them or else rename the parent Acronis folder.

Also check:

Acronis folders.
C:\ProgramData\Acronis
C:\Program Files (x86)\Acronis
C:\Program Files (x86)\Common Files\Acronis
C:\Program Files\Acronis
C:\Program Files\Common Files\Acronis
C:\Users\[name]\AppData\Local\Acronis
C:\Users\[name]\AppData\Local\VirtualStore\ProgramData\Acronis\
C:\Users\[name]\AppData\Roaming\Acronis

Clean any of the above if found then do a quick check in the Registry in.

HKCU\Software\Acronis
HKLM\Software\Acronis
HKCU\SOFTWARE\WOW6432Node\Acronis
HKLM\SOFTWARE\WOW6432Node\Acronis

Once all the above is clear, then try a clean install of ATI 2020 using an Administrator account.

Legend
Posts: 106
Comments: 26327

Update on the ATI 2021 Protection critical issue.

I did a full shutdown of Windows 10 (holding a Shift key while clicking Shutdown) then a new full start of Windows rather than the usual Windows restart.

I then launched the ATI 2021 GUI to the Protection page, which still showed all protection was off.

I clicked on the Settings button and manually enabled all the options for Active Protection, Antivirus and ticked the Automatic Updates on the Advanced page, then on OK.  This caused the middle two options on the Overview page to show as being enabled (Malicious files & Malicious websites) but not the other 3 options!

I then clicked on the 'Turn on protection' link and hey presto! All the options then turned on, so I waited to see if they would stay on again or turn off as was happening after a few seconds earlier.  So far they have all stayed on for just over 15 minutes!

The Protection Activity page shows what a nightmare this has been by the number of attempts to turn protection on listed but no mention of it being turned off again automatically!

I went back into the Protection Settings to ensure that I have disabled any automatic antivirus scans, set this to Quick Scan only, plus have disabled Quarantine as do not trust this yet!  The latter is set to Block and Notify instead of Quarantine!


Forum Hero
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Steve,

Thanks for the update.  I would like to see the avi however, you will need to create a link to it to share it with me so that I can access it.

I am going to suggest that the installed VM containing the CIS product is where your problem is.  In my testing with the beta I could never get the my VM with my third party app to work properly so I stopped testing with it totally.  I am in the process of testing antivirus scanning with Cyber Protection on that same machine now.  I have installed TI 2021 on this machines C: drive and kicked off a scan after excluding 4 other internal drives. 

The good news is that I watched the progress of this scan from start to finish (talk about boring). The scan took exactly 1 hour to complete and scanned 291,826 files.  Based on my other testing I think that elapsed time is excessive.  During the scan I also watched Task Manager Processes. What I saw was Cyber Protection and my third party app both running at the same time during the scan suggesting a conflict.  I am going to now remove the VM I have on this machine.  After I do that I am going to shutdown the machine then, start it up again, open TI, and run another scan.  What I anticipate is an improvement in performance and no trace of my third party app doing anything during the scan.

The scan that just completed while I write this even though showing complete is still showing CPU usage and so is my third party app.  Neither product is actively scanning as far as their interface shows.

Removing the VM from the Hyper V Manager has resulted in a large drop of CPU usage, in fact, a reduction of 50% was immediate.  Going to Control Panel - Programs - Programs and Features - Turn Windows features on or off and removing Hyper V from the list then restart has now dropped CPU use to 3% and memory usage to 14% where before I was seeing 14% CPU and 27% memory usage.  Now time for a scan.

I will post back my findings.

 

Forum Star
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Bob,

My systems don't have any third party anti-virus apps at all. They are very simple Windows 10 systems.

Steve,

I also had my quarantine set to Block and Notify. I wonder if that could be causing the issue because of a programming bug. You may want to test that. I'm not going to reinstall TI 2021 again just to test the possibility.

Forum Star
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I have been doing some testing today and while I do not see the majority of the problems reported by Steve, Paul, etc., I do experience the inability to safely remove a USB device. Looking in the Device Manager, I can see that it is set up with Quick Removal (write cache disabled), meaning I can just pull it out. Still, unacceptable problem.

I ran a full scan both with ATI 2021 and Avast AV on a different machine that I'd used in beta testing. The backup took 2 hours 18 minute under ATI and 2 hours even under Avast. I tried to set all the options so that it would scan every file on the C drive and also scan through the archives.

Forum Star
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On further test, I find that if I'm using the Safely Remove Hardware and Eject Media notification icon, I cannot eject the USB drive. But, in Windows 10 Explorer I can right click on the drive and select Eject and that works.

Regular Poster
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BrunoC schrieb:

Bei einem weiteren Test stelle ich fest, dass ich das USB-Laufwerk nicht auswerfen kann, wenn ich das Benachrichtigungssymbol "Hardware sicher entfernen und Medien auswerfen" verwende. Aber in Windows 10 Explorer kann ich mit der rechten Maustaste auf das Laufwerk klicken und Auswerfen auswählen, und das funktioniert.

 Mit Ati wie auf dem Bild? 

 

Ati Deinstallierte das in meinem Test gelöste Problem.

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Legend
Posts: 106
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Bob wrote:

I am going to suggest that the installed VM containing the CIS product is where your problem is.  In my testing with the beta I could never get the my VM with my third party app to work properly so I stopped testing with it totally.  I am in the process of testing antivirus scanning with Cyber Protection on that same machine now.  I have installed TI 2021 on this machines C: drive and kicked off a scan after excluding 4 other internal drives. 

Bob, sorry but all my VM's were inactive when these problems occurred and I cannot believe just having VMware installed on this system is causing a problem as I have had it installed since the laptop was new and never had any such issues with ATI 2020.  I have got a dozen or more different VM's configured but these only ever are used 'on demand' and only 1 active at any time.

I am not using the HyperVisor to run VM's, just launching the VMware Player 15 application.

A further critical problem has been confirmed this morning which I have seen other users also reporting in these forums!

I have daily backup tasks scheduled to run from 8:00am each morning while the laptop is still sleeping from the previous night with associated wake timers allowed.

Prior to installing ATI 2021, these all ran just fine with ATI 2020, i.e. woke the laptop, ran the task then allowed the laptop to go back to sleep, so preserving the battery charge.

Since using ATI 2021, I put the laptop to sleep at night normally by closing the lid, ATI 2021 wakes the laptop at 8:00am to run the first task but it never goes back to sleep again after the regular tasks have completed.  This is while the lid is still closed and the evidence of it not being asleep are the loss of battery charge plus disk leds flashing on the side of the laptop.

I thought it strange yesterday morning when I came to the laptop and found it down to only 9% battery charge but put it down at that time to having had extra backup tasks running, but when I checked in ATI, 3 of the extra tasks had not run due to the battery level being below 25% as configured in the Settings page!

When checking powercfg -lastwake the only entry was for the Acronis Scheduler2 service - I will send further Feedback on this further critical issue!

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Steve,

I have no doubt that VMware would act totally different that Hyper V.  Not knowing what you are using simply wanted to make you aware of my findings.  These IS a definite problem between Hyper V and TI 2021 as removing Hyper V from the system reduced resource usage by 50% where prior to TI 2021 being in the picture there was no such problem.

I have read the power (sleep) issues posted and this IS a problem especially for the laptop users.  It probably is a bug in the Scheduler2 service not calling sleep correctly.

I ran scans on my second machine last night after removing Hyper V from the picture.  Elapsed times improved but not significantly, shorter by about 5 minutes however the total number of files scanned increased by several thousand on one scan then decreased on the second by a few hundred.  Very inconsistent and I do not have the option to only scan new files selected.

Where I saw benefit was in resource usage.  Again a 50% decrease in that regard so getting Hyper V out of the picture for me was a big plus.

 

Legend
Posts: 106
Comments: 26327

Bob wrote:

I have read the power (sleep) issues posted and this IS a problem especially for the laptop users.  It probably is a bug in the Scheduler2 service not calling sleep correctly.

I have been doing further investigation for the sleep issue because it is a major issue when I use laptops as my main machines and do not want to keep them permanently plugged in to hold charge!

What I have discovered is that turning off all Protection and reverting to using Defender on its own without having the Acronis Active Protection against Ransomware, followed by restarting the laptop, then using the Acronis Scheduler Manager to do a 'task zap' has allowed the normal sleep timers to work correctly.

Comparing the Schedule information from before these changes to after them reveals a number of tasks present in the before scenario that are no longer present afterwards!

The missing tasks have flags set to Prevent from sleeping!

Example taken from System Report schedule.txt report file.

----------
Task   2-4  
----------
Flags: 0x8819 (TOKEN HIDDEN TIME EXECUTED ENABLED)
FlagsEx: 0x628004 (RUN_AFTER_DELAY EXCLUSIVE MAX_DELAY_FOR_TRIGGER RETRY_FAILED SHELL_AUTO)
FlagsEx2: 0x1 (PREVENT_FROM_SLEEPING)
FlagsLater: 0xFFFFFFFF (all set!)
Time:  0:00:00
TimeInterval: 300
EndTime: 23:59:00
Type: weekly
Extra: all days enabled!
ExecCmd: C:\Program Files (x86)\Acronis\Agent\bin\adp-rest-util.exe post /av/update

If I read the above correctly that task will run from 0:00:00 through to 23:59:00 while preventing the system from sleeping while it is active!

Other Acronis tasks (not backup) have the same prevent sleep flag set but have a single set time to be run!

Legend
Posts: 106
Comments: 26327

Further update: Just tried to turn on Protection again and am back to square one again.  Turned on all the protection options but these are not sticking again and clicking on 'Turn on protection' works for a few seconds before it turns off again, and again...

Given up at this time and leaving all Acronis protection off with Defender back providing security!

Will wait for feedback from Acronis after they have analysed the System Report file provided for this issue with Protection.

Forum Star
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On my laptop with ATI 2021, the sleep function is working alright. I've tried it with protections off (and using Avast) and with protections on.

Steve, I think the task you are seeing is the every five minute update check. While it prevents sleeping during the task, I would think it would not reset the sleep timer so the computer needs to fall asleep between the task executions. Just a guess. But what happens if the sleep timer expires while the task is running? Does that reset the timer?

I think the task's five minute timer may be a bit more often than necessary. I wonder how often Acronis servers are updated.

Beginner
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Comments: 3

I am having an issue where, even with protections turned off (using Malwarebytes full version's protection) Any time I search my system with SilverSearcher(AG) or RipGrep, the Acronis Protection ramps up my CPU significantly throughout the duration of the search, which is not normal for AG (which is what was used in the image below). AG itself was and typically only uses about 5-7% CPU.

Is it safe to uninstall 2021 and reinstall 2020 without risk of messing up my current backup settings and such?

 

Forum Hero
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Deleted

Legend
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Bob, I do not see that this problem is caused by the Scheduler2 service but by one of the tasks that it has been set to run every 5 minutes from 00:00:00 to 23:59:00 with Prevent Sleep set for the task.  Preventing or stopping the Scheduler2 service is a sledge-hammer approach when it is needed for my other tasks to run.  Removing the task that had the 5 minute repeat has stopped the sleep issue!

Legend
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Comments: 26327

MostHated wrote:

I am having an issue where, even with protections turned off (using Malwarebytes full version's protection) Any time I search my system with SilverSearcher(AG) or RipGrep, the Acronis Protection ramps up my CPU significantly throughout the duration of the search, which is not normal for AG (which is what was used in the image below). AG itself was and typically only uses about 5-7% CPU.

Is it safe to uninstall 2021 and reinstall 2020 without risk of messing up my current backup settings and such?

Your current backup settings should still be fine if they were created by ATI 2020 but you can use the option in the main Settings page of the ATI GUI to export your task settings to a zip file as a precaution before uninstalling 2021.

When uninstalling 2021, use the Control Panel > Programs & Features option and make sure you restart the computer before attempting to install 2020 again.  There is a known issue that the 2021 Getting Started pop-up panel will still show when 2020 is launched for the first time but that is a minor niggle that can be ignored (set to not show again!).

Note: Acronis have not provided a version of the Cleanup Tool that is compatible with 2021 yet and advise against using the existing cleanup tool to remove 2021 !

Forum Hero
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Steve,

The approach above does not stop the scheduler service, it overrides the requests from the scheduler service to stay awake thus allowing sleep to occur.  

In my tests so far the changes I posted have worked.  I am not totally convinced that they are persistent however.  Yesterday it appeared that they were.  Today my test machine for this is not sleeping as the power plan is configured.  I have just issued the powercfg command above to the machine as I write this.  I used Powershell to do it this time hoping for an improved result.  We'll see.

EDIT:  powercfg commands prove to not be persistent therefor not fit for purpose here. Post #21 will be deleted.

Legend
Posts: 106
Comments: 26327

Bob, I have been looking at my Dell laptop this afternoon which has the perpetual version of ATI 2021 where only AAP was enabled as I rejected the offer to take the trial of the other antivirus protection features.

On this laptop there were 3 added tasks that really should not be present without the antivirus feature being enabled or used, i.e. why check for antivirus updates when not enabled?

I used the Acronis Scheduler Manager to remove those 3 tasks but if I opened the Settings page of Protection the deleted tasks were added back again!  I have now turned off all Protection on that laptop and deleted the tasks again, this time it looks to be kept deleted!

Using schedmgr.exe get list to identify the 3 tasks let me create a short batch file to run an automatic delete of the unwanted tasks when needed:

schedmgr.exe task 2-3 task delete
schedmgr.exe task 2-2 task delete
schedmgr.exe task 2-1 task delete

Forum Star
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Steve, have you tried disabling the core agent service? I haven't gone into serious testing on that yet, but did have some decent luck on the first attempt.

EDIT: Looks like I got an answer on a different thread.

Legend
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Bruno, yes but gives unexpected other issues as per the other topic.

Forum Hero
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Steve,

I have been looking at this as well.  I found and deleted a lone task on my machine that contained the PREVENT SLEEP instruction along with the time stamps.  I used Schedule Manager to delete that task.   I did that around 2.5 hours ago then had to leave the house.  I am back now and find the PC still running.  I have restarted the system and I will wait to fire this off until I am certain that sleep now functions correctly.  I had disabled the Protection in the app as well.  If this proves to fix the issues I will leave the Protection OFF on the PC as my third party security suite provides everything I need including ransomware protection.

Sleep has failed.  Shutdown the PC and then started again, no change in behavior.  Machine refuses to go into sleep state.

I am to the point where I am going to generate energy reports on this problem machine and on the machine I still have TI 2020 installed on and compare for differences.  I have already ran the report on the problem machine and have found no less than  Acronis processes.  These are

  1. AcrSch2Svc - logged as error
  2. amgr.exe - logged as Warning_smaller than max timer resolution
  3. aakore.exe -  logged as Warning_high CPU usage
  4. TrueImageMonitor.exe - logged as Warning_significant processor utilization

 

Forum Hero
Posts: 55
Comments: 9123

Finally, sleep has been restored!  The trick for me was first, to delete the task containing the PREVENT SLEEP and forever timing entries.  I then disabled Acronis Active Protection completely.  These actions by themselves did not fix the non sleep issue.  Sleep was finally achieved by opening Windows services.msc, locating the Acronis Scheduler2 Services service, stopping that service, then restarting that service.  After that sleep occurred after the defined inactive time specified in the power plan.  Restarts and shutdowns did not work, only stopping and then starting the service worked.  Hopefully this will be persistent!

Forum Star
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Bob, that's weird. The Scheduler2 services are restarted on boots so what is happening differently when manually restarting the service.

Going  back to what I said in post #19 above about the 5 minute timer... it looked like I was successful in changing it, but only for a short time. I had two tasks (2-8 and 2-9) and I changed the timer in 2-9 from 300 (5 minutes) to 1800 (half hour). It looked good but checking it a short time later I found those tasks gone and 2-10 and 2-11 to replace them. And 2-11 was back to the 5 minute interval. So True Image created new task. Did it know I was messing about with it and decide to pull the rug out from under me?

 

Forum Star
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A follow up on my prior post...

A few hours ago I made sure that all protection was off and I had cleared the option to automatically check for updates. I then changed task 2-11 (protection update task) from a 5 minute interval to a 30 minute interval.

After some hours I came back to the computer and found a few things...

1. The computer had not entered sleep mode.

2. Task 2-11 was being executed on 30 minute intervals so the change I made stuck.

3. Task 2-11 was failing. In the Schedule2 logs, I could see it going through 10 retries every 30 seconds. Then, after another 25 minutes it tried again. [Note that if it was still on the 5 minute interval it would have been trying every 30 seconds indefinitely.]

4. I discovered that the core agent service was no longer running. This is very bad.

5.The UI was showing it trying to download updates. Why was it even trying? I did everything to say don't do that.

Forum Hero
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Bruno,

Not sure about any of this.  I found that if I restarted my PC the behavior returned.  That and given your post above I have to think that it is default behavior.

I have found that using a admin PS prompt the command powercfg /requests will show you if the sleep error has been issued by the Scheduler2 Service.  If you stop and then start the service the error will go away and the sleep function will then work per power plan configuration.

Beginner
Posts: 2
Comments: 5

I can only add as a relative novice . . . what a mess ATI2021 has turned out to be. Cloning on the 2 systems I tried just doesn't work correctly. The Protection issue(s) mentioned above are a major problem and there is a conflict with CIS in the configuration I use.

Refund being processed and I am back to 2020, which ticks along just fine, doing everything I want. I'll wait for a while or just stick to 2020 unless there's a major revision

27.8.20  Tried a complete Clean Install as a last resort. Just the same - back on 2020 now

Forum Hero
Posts: 55
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New version 30480 has fixed the sleep mode issue.  I wonder what else it may have fixed?

Legend
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Comments: 26327

It has not fixed the ability for my main laptop to be able to turn on protection!

I just tried to do so after updating to #30480 but am back to the same issue as earlier, protection turns on then turns off again after a matter of seconds!

I am back to having all protection turned off and Defender as my main protection provider!

I will wait to see if the sleep issue is resolved on the same laptop?

Forum Hero
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Comments: 9123

Hmmm, very strange Steve.

Forum Star
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As I said in several other posts, I was told that it was to solve the sleep problem; they are still working on the issues that are associated with protection module. It seems to have solved or mitigated some minor issues - possibly by workaround rather than a full solution (just speculation on my part). 

Ian

Legend
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The sleep issue does appear to be resolved for my main laptop but so far that is all that is fixed!

Protection is not fixed!

Forum Star
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I can confirm protection is not fixed (at least on my systems) - did not expect it to be as the last I heard on my support ticket was that the TeamViewer session had helped them understand the nature of the problems associated with protection. That was few hours before the new build was issued.

Ian

Legend
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Following a phone call from Acronis about the issues turning on Protection, I want to add the following update:

I was running some backups on my laptop earlier today during which time the laptop shutdown due to low battery!

After connecting to power and restarting Windows, the backups ran to completion successfully, after which I tried to turn on Protection again, just using the link 'Turn on protection' rather than using the Settings page options.  This succeeded in enabling all protection options.

Protection was on until after the above phone call prompting me to check this scenario again.

On the Protection page, I clicked the caret to the right of the Pause Protection option, and took the option to Turn off Protection.  This took a few seconds with spinning symbols over the protection items shown on the right then completed with all options turned off.

Next, I clicked on Settings and tried to just enable the top Antiransomware option - this showed as turned on on the Setting page but when clicking on OK, the two left icons briefly turned on then turned off again, showing the same behaviour as reported previously.

Repeating the Settings step, but selecting to turn on all the options shown then clicking on OK resulted in a further period of spinning symbol then only the Malicious websites option showed as being turned on!

Re-entering the Setting page showed that Realtime protection was supposedly turned on even though this was not reflected on the Overview page!

Windows Security still shows that Defender is providing all protection!

Clicking again on Turn off protection spins the symbol but still leaves Malicious websites showing as being turned on!

Going back into Settings, ensuring everything was turned off then clicking on OK, returned the Overview to showing all items turned off again.

Clicking on 'Turn on protection' on the Overview page saw the spinning symbol then no change to the protection status shown, but opening the Settings page showed that all the options were turned on!  The overview page still shows all protection as off after clicking on OK from the Settings page!

New feedback sent to Acronis along with a new system report. 

Protection turned off and Windows Defender re-enabled as the protection provider.

Forum Hero
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Comments: 9123

Wild!

Forum Star
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Comments: 4544

Yes, the unpredictable behaviour is consistent with my experience - on on of my PCs I have had protection disabled for many days now and it still insists on do a virus scan; the stop button seems to be largely ineffective as it starts again when I reboot. Time to do an uninstall!

Ian

Legend
Posts: 106
Comments: 26327

Ian, there is one strange behaviour that I noticed on my laptop with regard to antivirus scanning and protection updates when all ATI protection was turned off.

As shown above, ATI reports both a full antivirus scan and protection updates but on further checking, these activities were not performed by ATI at all - they were done by Defender!

Since finding the above, I have not seen it happen again and Defender has done both activities yesterday per the Windows Security panel information.

Note: I have Support Case 04577504 open for the Protection off/on/off/on issue being dealt with by Praveen (who phoned me yesterday prompting the latest testing and negative results).

Forum Hero
Posts: 87
Comments: 9259

I tried to replicate the protection settings issue described here, but I couldn't. Turning on/off some part or the entirety of the set of protections seems to be working, and the status on the overview page is consistent with the change(s) on the settings page, albeit sometimes delayed by a few seconds.

If you'd like, let me know what steps I need to take to try to reproduce the issue some specific way.

Forum Star
Posts: 57
Comments: 1961

Pat

I've been able to reproduce this issue regularly. I've discovered that there is a delay after boot before the Acronis Active Protection icon appears in the system tray. On my system the delay is about 6 seconds. If I run the TI main GUI BEFORE the icon appears in the system tray, the protection problems is created.

So far, the only way I've been able to fix it is to do a full uninstall and reinstall of TI 2021. As long as I make sure not to start TI too soon, everything with protection is rock solid.