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Acronis 2018 - fails on USB-external-Hub

Acronis 2018 - fails on USB-external-Hub - for me this is a complete desaster-version.

2 external USB-Hubs.

2 times install of 2018, uninstall, back to 2017

first 1 USB-Hub went away, second try the 2nd USB-Hub went away.

"Cannot detect Hardware".

Now a backup-USB Hub is running on 2017.

Mouse and Keyboard are now detected, but my Huawai P9 not.

First the link is established, but then after some seconds "Cannot detect Hardware" Message from Windows10.

No Link, no connection to the phone.

If i connect the phone to an built-in usb-port it is detected and working.

So far i went through with about 6 hours of work of try and error, un-install, install and so on ... 

 

So Acronis messed ab my complete external USB-Hub setup, now 3 Hubs are unusable.

And i do not see a chance to get it back running like before, unless the support has any idea what to do on that.

 

-> So do not install 2018 if you are using exteral USB-Hubs on your Win10 Computer. There is a risk of messing it up and NOT being able to bring your configuration back at all.

 

 

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Michael, welcome to these User Forums.

Have you opened a Support Case directly with Acronis Support?  If not, then I strongly recommend that you do so - we are just users here and cannot fix problems in the Acronis code, only Acronis can do that.

Next, there are some known issues with some USB 3.x devices that Acronis are aware of that have also been reported in these forums but again, these have been reported directly to Acronis as Support Cases to enable investigation of the root cause issue.

As to your advice warning other users not to install ATI 2018 if they have external USB hubs, sorry but that is far too vague a warning as there are lots of other users who do not have a problem and are using 2018 without issue.  

What exact make/model and type of USB Hub do you have that is affected here?
Which standard of USB is involved, 2.0, 3.0, 3.1 ?
Is this a USB bus powered Hub, i.e. draws power from the motherboard socket, or it is powered separately by an external power supply?

Yes, you are right and also not.  :)

 

I started already a support-ticket, but on a live-running system, every hour of waiting is a lost hour of work - and my problem started yesterday 6 PM.

 

They are powered and i use them since > 3 and > 5 years, in total 3 different types - all with the same problem, with no problems i had before with windows-7 and windows-10 on the same PCs.

So this is some sort of general issues for all from my point of view.

Types: Trust, Sigma and Belkin, USB 2.0 - 3 and 4-port Hubs.

I was just silly enough to upgrade to 2018, instead of waiting some weeks / months, until enough users were installing and general problems are solved.

The new function "Acronis Active Protection" creates this problem from my point of view and it did not tell any problem or "de-activating bla bla bla" warning message. But why is a piece of hardware now not detectable anymore and no driver can be found for it, when it was running on the same system with no problem before installing 2018 ?

It is giving power to the devices, but no connection is possible.

This is frustrating.

Also a system-restoration-point which i re-activated did not correct the problem.

 

So this is a warning ... 

Michael, if you still have ATI 2018 installed, then you should be able to check on the Activity page for AAP what programs have been blocked, but this wouldn't have uninstalled the device drivers for your USB hubs, only blocked program execution.

I have seen reports for AAP blocking some programs associated with such as Intel RST but never any for USB hub devices, which typically do not install any extra programs, being detected automatically by Windows.

You can turn off AAP if you feel that this is the root cause of the problems being experienced - first turn off via the new System Tray icon menu, then disable the AAP Service via the Services.MSC control panel.

I hope you will have a speedy resolution from your Support Case.

And i think, even after de-installing 2018 there is still a piece of software of acronis left on my computer.

Because the behaviour is that strange.

My Huawai P9 is connecting, message comes up - connect y/n.

After answering Y the windows-explorer is closed automatically (crashing ?)

Then after staring windows-explorer i can look into the DCIM-Folder of my P9 but after some seconds (5-10) the connection is "gone".

 

"Something" is sitting there in my computer and crashing/preventing communication on my USB-Hubs - and this is no good feeling.

Do you agree ?

And there is no chance of "just by accident" all 3 Hubs are gone at the same time and 1 of them was not even connected while installing and using Acronis 2018.

This is a general problem.

Yes, as ATI 2018 was installed i also tryed this, but no change. No message.

Of course AAP is a complex feature - and i do not expect that we will receive all information of what it is doing and how. It must be "deep inside" to do its job. 

A driver is a program too, it is just a hardware-driving-program and for AAP it is interesting too - as USB-sticks and devices can carry "bad software" in the built-in hardware and the communcation with the PC which is needed to "work".

:)

Michael, you can do a fully clean install of your ATIH 2017 older software if you wish to do so by following the steps described in topic: [How to] uninstall a previous installation which uses the Acronis Cleanup Tool - this will also remove all your backup tasks and task history.

Thanks, but this is for ATI 2017 - i expect much more "special-stuff" on ATI 2018 because of AAP.

If it would not be at least 1 full day of work to install my PC from scratch i would do it ... and that much of download for OwnCloud, DropBox, MS-Exchange Outlook and so on ... 

 

I was really a silly guy to install ATI 2018 on MY computer first ... too much trust on Acronis ... 

Now i disconnected all 3 USB 2.0 powered Hubs.

Keyboard, Mouse and Huawai P9 did work on single USB-Plugs.

Then i bought a new HAMA USB 3.0 4 Port powered Hub.

Connected Keyboard, Mouse and Huawai P9 -> is working

Then i updated to ATI 2018.

Run a Backup.

Restarted the PC two times.

-> is working

I hope it will be tomorrow the same.

 

Conclusion: ATI 2018 has problems with older USB 2.0 powered hub from companies like:

Trust, Sigma and Belkin, USB 2.0 - 3 and 4-port powered hubs.

I used them since > 3 and > 5 years on  windows-7 and windows-10 on the same PCs.

Devices connected to them like mobile, mouse, keyboard, external disk are not connected anymore or do not have a connection for longer than some seconds.

Reason: unkown

 

Thanks to all helping me !   :-)