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Upgrade from 40338 to new fail

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Hi,

I have a license for 5 PC, installed in different kind of hardware that have the same issue.

 

Acronis detect the new version but after have download the file and have click on update, I only see the decompression bar and no other....

Update process didn't start.

There are other similar feedback around?

My release is installed in italian language.

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Posts: 2
Comments: 1727

Hello Michele,

Welcome to the forum!

I have reviewed the records, and I couldn't find any related issues.

Please consider the following:

  • Try running the update process as an administrator by right-clicking on the update file and selecting "Run as administrator."

  • If you are using a third-party antivirus program, please add the following program folders to your list of exclusions or whitelist: https://kb.acronis.com/content/36429.

  • Check if the download of the file was completed properly. Sometimes, the file can be broken or corrupted, causing installation issues. You can manually re-download it from here: https://kb.acronis.com/content/69704.

Feel free to update this thread if you have any questions.

If the issue persists, you can also open a support ticket with our team so we can investigate the situation further: https://kb.acronis.com/content/8153.

Best regards!

For reference: I have just spent several hours trying to upgrade one of my Hyper-V Win 11 VM systems from ACPHO 40338 to 40713 and have now given up and will restore the VM back to how it was before this wasted effort.

The upgrade appeared to go successfully but then the application hung on launch on applying user settings, wouldn't load Protection status or allow same to be fully enabled, crashed with various issues (system report submitted).

The prior 40338 version had been running happily on the same VM for more than 6 months with no such issues.

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 2
Comments: 1727

Steve Smith wrote:

For reference: I have just spent several hours trying to upgrade one of my Hyper-V Win 11 VM systems from ACPHO 40338 to 40713 and have now given up and will restore the VM back to how it was before this wasted effort.

The upgrade appeared to go successfully but then the application hung on launch on applying user settings, wouldn't load Protection status or allow same to be fully enabled, crashed with various issues (system report submitted).

The prior 40338 version had been running happily on the same VM for more than 6 months with no such issues.

I am updating this post to let you know that there is a knowledge base (KB) article regarding a known issue while updating the agent:

https://kb.acronis.com/content/72855

I suggest that everyone who is facing this issue and wants to update now should contact our support with the logs requested in the KB.

Best regards!

Seems their work a round is:

For now, kindly stay with your previous version of Acronis Cyber Protect Home Office.

They may as well pull that update.

As I wrote I have 5 different kinf of PC hardware and software installed, the upgrade process fail on all of it.

In 1 of this I have NOD32 + Malwarebyte = upgrade fail

in 3 of these I have Malwarebyte only = upgrade fail

in 1 of these I have only Window Defender = upgrade fail

All system are Win10 with all patch applied

 

I also try to donwload the .exe trial version to upgrade my pay license and also this fail.

is possible that my upgrade fail cause different language?? 

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 2
Comments: 1727

Miki_74 wrote:

As I wrote I have 5 different kinf of PC hardware and software installed, the upgrade process fail on all of it.

In 1 of this I have NOD32 + Malwarebyte = upgrade fail

in 3 of these I have Malwarebyte only = upgrade fail

in 1 of these I have only Window Defender = upgrade fail

All system are Win10 with all patch applied

 

I also try to donwload the .exe trial version to upgrade my pay license and also this fail.

is possible that my upgrade fail cause different language?? 

Hello!

They may fail due the issue described in this KB: https://kb.acronis.com/content/72855

If you wish to update now, please raise a ticket with our support and let me after.

Thanks in advance! 

Hmm, sounds to me like the issue may be with the Identity Protection feature.  Obviously since that feature is for USA only the installer may be failing on hardware running languages other than English which I believe is what the KB eludes to.

If that is the case a fix should be relatively easy I would think!

Just done a successful upgrade from 40338 to 40729 (released today!) on my Win 11 Hyper-V VM with all Protection turned off / real-time protection & try and decide not installed. A new disk backup is running successfully to my Synology NAS with around 5 mins to go.

Note: I am not in the USA ref the Identity Protection feature restriction.

Further update on the issues I encountered with upgrading from 40338 to 40713 / 40729.

Although the most recent upgrade to 40729 looked to be successful, there was still a problem if attempting to enable Acronis Active Protection which caused confusion between Windows Defender and ACPHO as to who was the security provider - this despite not installing the realtime protection feature!

To resolve these issues I have performed an in-place upgrade of Windows 11 22H2 with all Acronis applications uninstalled first.  Once the Windows upgrade was completed, I was then able to do a clean install of ACPHO #40729 and AUR and Active Protection is working fine alongside Windows Defender.

My next test for this Win 11 VM is to install the full Acronis Protection feature with just Try & Decide not installed because of its conflict with Windows Memory Integrity.

Further update: Installing full Protection was successful along with downloading protection updates (which never got started previously!).

Steve Smith wrote:

Further update: Installing full Protection was successful along with downloading protection updates (which never got started previously!).

When I updated my install to include full protection, I waited half an hour and it did not download the protection updates. Defender was showing Acronis with out of date protection.

I turned off the option to automatically download updates which gave me a button to manually update. That succeeded within 2 minutes.

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