Your PC is not fully protected
After installing the most recent build (40278), I get a message on my screen (see attached) that "Your PC is not fully protected." I can't run any virus scans. Any suggestions would be appreciated.
Steve, I tried to post about this yesterday but for some reason my post was never uploaded.
I am having the same issue and I would assume a handful of other people are as well given the amount of people following this thread. I had a fully functioning system right up until I installed the latest update that brought my Acronis up to the same build as Richard's. In fact my system ran a full virus scan just hours before running the latest update. On my system the Acronis Cyber Protect service refuses to load now and it was working properly right up until this update was installed. I believe our issue is directly related to the latest build. there has to be some sort of glitch/flaw in the update. I have even started a trouble ticket with Acronis support about this issue yesterday after I discovered the issue and spent an hour or so trying every trick in the book to fix it, but there has been no response yet.
Richard, you should check your services and see if the Acronis Cyber Protect Service is started or not. I suspect it will not be started and can't be started. Whenever I try to start mine I receive an error "1359: an internal error has occurred".
I tried turning off Windows Defender in Windows setting, but apparently was unsuccessful. Maybe I should just use Windows Defender instead of Acronis Protection. What do you think?
Richard, Joseph, please see forum topic: 40252 locks up at start up where I did testing of both 40252 and 40278 builds and hit issues when Acronis Cyber Protect realtime protection was installed (which didn't happen with the earlier 40173 build).
I would recommend raising a support case direct with Acronis about this / these issues!
Hello everyone,
In regards to performance issues, we do not recommend applying any workarounds by default. Instead, we suggest that any issues related to performance be reported to our support team for further investigation.
Please feel free to report any issues using the link provided: https://kb.acronis.com/content/8153
Thank you in advance.
Joseph,
I can confirm that what you said about the Acronis Cyber Protect Service is true. It's status is "stopped" and when I try to restart it, I get the following "1359: an internal error has occurred".
I have also opened a ticket with Acronis, but, aside from a canned response, have not heard back after 3 days. Please keep me informed about any progress you make (post it here?) and I will do likewise.
Richard
Richard Milstein wrote:Joseph,
I can confirm that what you said about the Acronis Cyber Protect Service is true. It's status is "stopped" and when I try to restart it, I get the following "1359: an internal error has occurred".
I have also opened a ticket with Acronis, but, aside from a canned response, have not heard back after 3 days. Please keep me informed about any progress you make (post it here?) and I will do likewise.
Richard
Hello Richard,
Thank you for your reply.
I have forwarded your comment to the appropriate team and they will be in contact with you shortly to assist with the issue you are experiencing.
We apologize for any inconvenience that this may have caused and appreciate your patience while we work to resolve the problem.
Thank you in advance for your cooperation and understanding.
Best regards,
José Pedro Magalhães
Hello Jose,
I started a trouble ticket with Acronis about this issue soon after the issue started as well. I also only received a generic auto reply email from Acronis Support about it but have not heard anything in the way of a solution even after replying to that trouble ticket email with further information.
I am hoping that this gets resolved soon. I only purchased this product several weeks ago to replace my older version of Acronis True Image that I had been using for years without issue.
This is very disappointing that the only support response I/We have received is through the public forum and nothing but dead air from the actual Acronis Support Team.
If this is the level of support that one can expect from a paid subscription to a well known software company's product, to say that worries me is an understatement.
My company is thinking about making a major investment in a business account with Acronis for antivirus and disaster recovery capabilities. I really hope that decision does not have to be reconsidered.
Joe
I still haven't heard back from Acronis Support. Am thinking seriously of trying IDrive - they have a special introductory offer of $3.98!
Joseph Kiessel wrote:Hello Jose,
I started a trouble ticket with Acronis about this issue soon after the issue started as well. I also only received a generic auto reply email from Acronis Support about it but have not heard anything in the way of a solution even after replying to that trouble ticket email with further information.
I am hoping that this gets resolved soon. I only purchased this product several weeks ago to replace my older version of Acronis True Image that I had been using for years without issue.
This is very disappointing that the only support response I/We have received is through the public forum and nothing but dead air from the actual Acronis Support Team.
If this is the level of support that one can expect from a paid subscription to a well known software company's product, to say that worries me is an understatement.
My company is thinking about making a major investment in a business account with Acronis for antivirus and disaster recovery capabilities. I really hope that decision does not have to be reconsidered.
Joe
Hello Joe!
I apologize for the delay in receiving a response from our support team.
I have forwarded your comments to the appropriate department, and someone will be in touch with you shortly to address the issue.
Thank you for your patience and understanding.
Richard Milstein wrote:I still haven't heard back from Acronis Support. Am thinking seriously of trying IDrive - they have a special introductory offer of $3.98!
Hello Richard!
Thank you for your reply.
We apologize for the delay in receiving a response from our support team.
I have personally reached out to our team and addressed your concerns. Someone will be in touch with you soon to further investigate and resolve the issue.
Thank you for your understanding.
Hello Richard,
I finally received an email reply from Acronis support last night with several solutions to the issue. They were very generic fixes but they did acknowledge that there was an issue with the product. However, one of the solutions actually worked for me.
The fix was as follows:
Go in to the settings of the program from the main protection screen and try to install the antivirus product that the system did not recognize as being installed after the error started.
when you get to the modify the product screen uncheck the real time protection option and let the modify run through. (I'll assume this runs the install only updating the core application)
When it completes... go in again, run the install a second time and from that modify screen check the option to install the real time protection and run the modify a second time.
Once I ran it the second time it finally started the service and allowed the full protection suite to load up and now virus scans can be run and real time protection is enabled.
The only other option they offered was to totally uninstall the product and start from scratch. Not an option I was fond of as I had already setup a bunch of scheduled backups and did not want to start over having to reconfigure all of my backups.
I believe there is an option in there to save your backup settings to a file so you can import it later on if you have to reinstall but since I had neve done that before that would have been my last resort.
I'm just happy the easier solution worked.
I hope this information helps you out.
Joe
Joe,
Thanks for the information. I too received the email and tried the second solution (no uninstall) but it did not work for me. Then I tried the first solution,(uninstall) and it also did not work. Furthermore, like you said, the uninstall caused me to lose my existing backups. I have about had it with Acronis and will be looking for another option.
Joseph, you can save you backup configuration before uninstalling and then retrieve those save settings. Saves a lot of messing around. It only saves backup configuration; other settings are not included.
Richard Milstein wrote:Joe,
Thanks for the information. I too received the email and tried the second solution (no uninstall) but it did not work for me. Then I tried the first solution,(uninstall) and it also did not work. Furthermore, like you said, the uninstall caused me to lose my existing backups. I have about had it with Acronis and will be looking for another option.
Hello Richard,
Thank you for your comment. I would like to invite you to participate in a remote session that we have sent to you in our last email. This session will assist you in resolving the issue you are facing.
Please let me know about the results of the session once it has been completed and whether it was helpful to you.
Thank you for your cooperation.
The results of the session were worthless. In the first place, nobody called at the designated time, so I had to call. When I finally reached someone, I was told that the expected engineer was NOT IN. Instead, I was connected with another engineer who had me try the same solutions I had already tried without success.
Without any help from Acronis, I was able to solve the problem by updating my system from Windows 10 to Windows 11.
Richard Milstein wrote:The results of the session were worthless. In the first place, nobody called at the designated time, so I had to call. When I finally reached someone, I was told that the expected engineer was NOT IN. Instead, I was connected with another engineer who had me try the same solutions I had already tried without success.
Without any help from Acronis, I was able to solve the problem by updating my system from Windows 10 to Windows 11.
Hello Richard!
Thanks for the update and for sharing what helped to solve the issue.
We're sorry to hear about your experience with our support team. This is not the level of service that we strive to provide our customers, and we apologize for any inconvenience this has caused. We will investigate what happened with the ticket.
We appreciate your feedback, and we will use it to improve our support services.