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Acronis True Image 2021 Update 5 (Build 39216) Hangs / Frozen

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Attempted to update Acronis True Image 2021, Build 35860 to Acronis True Image 2021, Build 39216.  Update hung / froze at about 30% progress.  I left system alone for 24 hours: no change.  Clicking "X" caused update interface to show "Cancelling...," but no further changes after 2 hours, so I killed the process via Task Manager.

Full system restart was required as prerequisite to re-attempt update.  Same results.

Is this a known issue, and are there workarounds?

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I haven't seen any recent reports of such issues and not encountered anything similar myself with the systems I have upgraded to the latest build version.

Are you running the upgrade using an Administrator level account (as required)?

If yes, then try doing a Windows Restart initially, plus if using any third-party antivirus / security applications, ensure that these are not getting involved in blocking the upgrade.

I'm having the exact same issue. The progress bar on the update shows about 15%. 

My AV shows no record of interaction with Acronis or any other app at the required time to be involved with this. And, yes my account is an admin account; no other updates have had an issue. 

A Windows restart stops the update from blocking a backup, and allows ATI to restart. 

Is there a diagnostic tool that we could use to look into this?

Backup fails while the update is still going, even though the process has zero CPU activity. The report says "Description: Cannot read the log file."

Dave, if you are able to still open the main ATI GUI, perhaps after a reboot, then open the Settings panel and use the option at the bottom of the panel to export all your backup task configuration to a zip file.

After doing the export, then I would suggest doing a full uninstall of ATI via the Control Panel followed by using the Acronis Cleanup Tool (link below), then a Windows Restart to complete the process.

Download the latest ATI 2021 build 39216 installer from your Acronis Account and use this to do a clean install of ATI.  If all goes correctly, you can then go back to the Settings page and import your backup settings from the zip file.

OK. Thanks. This basically did the job. Although the uninstall was not in the least simple.

No uninstall completed, even the Cleanup Tool. I had to do it by manually killing all Acronis jobs in Task Manager, then incrementally deleting as many files and folders as possible in the ATI install folder followed by rebooting and deleting more, followed by a final run of the Cleanup Tool just to make sure, and a ccleaner registry cleanup to tidy that up.

After all that, the re-install worked perfectly followed by the backup settings import, followed up by a backup-now. My  next scheduled backup is tonight, so we'll see if that is nominal, and at this point there is no reason to expect anything else.

Thanks again.

I don't really have the time to do what Dave had to do.  Can I just ignore this update, and will the next update be incremental (and maybe, just maybe, actually work?) I have the same problem.  Acronis, you really need to find and fix this...  

You can ignore any of the updates if they are not going to offer any value to you in terms of fixing something you rely on.  All updates are of the full application so are not dependent on any previous one..

Just to wrap it up. My setup is working perfectly now. From my point of view, we can close this thread. Thanks Steve.