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Update continually failing - machine freeze

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I've been using this product for 20 years and I have never seen an Acronis update fails so badly.

Using Cyber Protect on an Acer laptop and updating Acronis to the latest build freezes the system and requires a hard reboot.  Tried 3 times.

The update has worked just fine on my HP laptop and my Surface.

HELP REQUIRED TO FIX.

PS: Cannot upload the Acronis system report generated - this page won't accept the 50Mb upload.

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Posts: 2
Comments: 1727

Hello Ronald,

Welcome to the forum!

Have you tried downloading the installation file manually from your account and installing the update that way? It may work as a workaround.

These issues require further troubleshooting to determine their root cause. I have checked the records and open tickets, but so far, I couldn't find any similar behavior being reported with the latest build. In fact, there are issues with devices not updating, but no OS freezing has been reported thus far.

You can expect to be contacted by the team as soon as possible.

Best regards.

Remember to run the installer as Administrator.

I've run the installer as Administrator all 3 times I tried using a new full download.  The same thing happens when I use the "update" popup window.  The install gets to about 60% "ish and the entire system just locks up.  I opened a ticket and included the Acronis system report - no one has responded.

This is only happening on my Acer laptop.  All my other systems were able to be updated just fine.

Ronald, do you have any other security applications installed that might be getting 'involved' during the upgrade?  Your initial description sounds like a deadlock scenario between the installer and another application running on your computer.

Hi Steve, thanks for jumping in.   I do have Avast antivirus installed but it has never been an issue before nor has it flaked out the upgrade on my other systems where I have it running as well.

Steve Smith wrote:

Ronald, do you have any other security applications installed that might be getting 'involved' during the upgrade?  Your initial description sounds like a deadlock scenario between the installer and another application running on your computer.

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Posts: 2
Comments: 1727

Ronald Blatt wrote:

Hi Steve, thanks for jumping in.   I do have Avast antivirus installed but it has never been an issue before nor has it flaked out the upgrade on my other systems where I have it running as well.

Steve Smith wrote:

Ronald, do you have any other security applications installed that might be getting 'involved' during the upgrade?  Your initial description sounds like a deadlock scenario between the installer and another application running on your computer.

Hello! I see there is a ticket in our system.

Could you please provide an update to our support team so that we can be informed whether the issue has been resolved or is still ongoing?

Best regards.