Download Protection Updates keeps failing
Hello,
just installed Acronis True Image 2021. Selected to try the Advanced Protection. However, the Download Protection Updates keeps failing. Is there an issue with the Acronis servers?
Regards, Dean.
Good evening. Ever since installing 2021 I have been experiencing a problem in getting the updates to download. I have been a customer for over ten years and upgrade every year, so this isn't my first rodeo and I never experienced the download issue with any previous version. I have disabled M/S Defender and Malwarebytes per previous instructions (which I NEVER had to do before) and it keeps telling me that I have a network issue or to turn off my A/V software. I have no network issue because everything works perfectly except for this program every time there is an upgrade available. Windows 10, every update installed, no other issues with any other software or any of five browsers currently installed.
The only possible way that I was able to download the file on two occasions was to switch from a hardwired CAT 6 connector to a wireless connection, but then that failed. Today I went in through a wired connection using the Chrome browser connected to the Trial Download page and had to keep telling it to retry nine (9) times to get pieces of the file until I had a complete file to upgrade.
What is going on??
This is another message that I get when trying to download a Trial Version:
C:\Users\paulr\AppData\Local\Temp\So4OdFY0.exe.part could not be saved, because the source file could not be read.
Try again later, or contact the server administrator.
Paul, welcome to these public User Forums.
From your posts above you look to be having issues downloading the updated version of ATI 2021, i.e. Update 5 - build 39216. This topic was reporting an issue with downloading updates for the new Acronis Cyber Protection feature which is very different!
I have seen other users reporting issues with the Protection updates but not for new builds of ATI 2021 or downloading the trial version etc.
I downloaded and installed ATI 2021 Update 5 on several of my own PC's yesterday with no issues, so this does look to be an issue at your end for some reason?
Good morning Steve. Sorry for not picking up on the difference in the post. While I can agree that the downloads may not be an issue for others, they have been a constant issue for me since installing 2021 and not before that. Same machine on two licenses and two brand new machines for the others. A/V and Malware protection turned off on all when attempting the process, so I am perplexed as to what the cause could be or why my machines suddenly can't get the downloads. I will take any suggestions beyond shutting off the two obvious suspects because that has bee attempted over the past three product revisions.
Paul, are your PC's operating behind a VPN or Proxy at all?
I ask because I see issues at times when my own VPN is enabled and some actions simply are either ignored or rejected. My take is that the IP address given via the VPN has been listed on a spam block site or similar, and disabling the VPN temporarily normally solves the issue for me.
Steve, I do not use any type of a VPN or Proxy at all. Just my same connection through my provider using the same router that I've had for three years now. I have never been blocked or forced to take bits and pieces of any type of file that I attempted to download over the years. That is what makes this all the more confusing, since it will sometimes give me a little bit of the file, then stop and by retrying many times, I have been able to get a complete file to upgrade. Other times it is just a flat out block and I have to go to a friends to get the file on a USB stick.
Paul, did you manage to get the latest Update 5 #39216 to download or is this still failing?
I have updated more PC's since my initial reply including one this afternoon (UK time), doing this via the option in the main ATI GUI (via the Account page). Plus I have downloaded a copy of the update file to my software repository for use if needed in the future.
Do you have any other PC's that you can test the download on?
See here for a direct download link to this latest update from the Acronis servers!
Yes Steve, I was able to get the 216 update by choosing retry many times through the Chrome browser until I got enough pieces to make the complete file. By going to the direct download link I instantly get this message:
"C:\Users\paulr\AppData\Local\Temp\So4OdFY0.exe.part could not be saved, because the source file could not be read.
Try again later, or contact the server administrator."
Paul, this looks much more like a local PC issue, perhaps with Chrome or Windows, as it is the local temp file that is giving the issue here, not the remote file being downloaded.
Have you tried using MS Edge instead of Chrome? I do not use Chrome personally as I prefer to use FireFox and occasionally with use Edge as an alternative to test web issues.
Is your Temp folder redirected to any other location?
Steve, the reason that I used Chrome is because my main Firefox wouldn't get me anything and neither would Edge or Opera. This is very strange and something that is affecting four computers all on the same network. I have yet to take my laptop to another wi-fi or wired connection to try a download there, so I don't know if that will make any difference.
The way that I see it is that the file named above is the one that is trying to be read or downloaded as there are no files in any of my temp folders that have that name.
Paul, if you are seeing this on 4 different PC's on your home network, then it suggests the problem is in the network rather than the PC's.
Doing a reset of the network components, i.e. router, any switches etc would be worth trying plus taking a laptop / notebook to another location with a different network unless you have such as a mobile network device that uses either 4G or 5G to give internet access on the move?
Good morning Steve. A complete restart of the modem, router and all switches seems to have done the trick for at least one of the computers. I'll try the others later tonight. Thanks very much for the suggestions and support!
Morning Paul, glad the suggestion looks to have helped! Doing a power reset seems to cure all sorts of ills at times, especially for devices that are normally left powered on for days, weeks, months or even years at times!
Steve, that is true. My Asus AX3000 router can be set to do a regular reboot - very useful for when I am on the road. For other devices one can use smart switches that you can remotely turn on and off - not ideal but better than the alternative.
Ian
I was getting the "No internet connection or antivirus blocking the download error message" upon clicking the download new version popup. What finally worked was to pause Acronis protection for 30 minutes, close the Acronis application, and then click the download button.