Acronis Cyber Protect Home Office - lost my entire TI 2021 configuration

Thanks for the warning Chuck. Probably would have been picked up if they had had a beta testing ....

Did you just install the update from within the app or did you download and install?

Note to Ian: Remember to save backup configuration before installation.

Ian

I started TI today and got the notice that an update was available.

More info:

Apparently because the scheduler service fails to start, if I "add existing backup" by pointing it at one of the backup files, it does find the full and incremental backups, but knows nothing about the schedule or the options for that backup.  There is a "reconfigure" button that only attempts to start the scheduler service, which fails.

Task manager shows both "AcronisActiveProtectionService" AND "AcronisCyberProtectionService" are BOTH running.  I disabled the "AcronisActiveProtectionService", rebooted, and it was still disabled.  Tried to run Acronis and pressed that "Reconfigure" button, and besides unsuccessfully  trying to start the scheduler service, now "AcronisActiveProtectionService" is ENABLED AGAIN.

I could go on....

At this point, not only are my scheduled backups not taking place, I don't see how I can manually initiate a backup.  Even if I create brand new backup entries, the scheduler isn't working so it refuses to backup, and at the least all my full and incremental backups are obsolete for future backups, though maybe I could restore from them, have not tried.

     Chuck Grandgent in Florida, retired software development manager for over 40 years, see me on LinkedIn.    I would have and do find this entirely UNSATISFACTORY.

Yeah, I did the same thing, figuring "How could they possibly mess this up? The product's been out for a looooong time, bad updates should be well in the past by now!" and it completely hosed my configs. This, I'm afraid, is the last straw for me. I've been using True Image for so many years it's almost embarrassing. At my MSP we're currently evaluating backup services to replace our beloved CrashPlan Pro Enterprise which we resell to clients, and it's disappointing to say that I won't be looking at Acronis for those 800+ endpoints now. Burn me once and all that...

I really love the fact that the Protection layer which I had completely disabled last year (as it was hosing my system while fighting with NordVPN with no workaround per support) managed to completely push Huntress + Managed AV (Defender) to the side of the road and enforced itself again, even though WSC clearly showed Defender as the allowed AV service.

At this point I can't even. I work IT, have done so in a managed IT position for almost 20 years (and corporate IT for a decade before that at least), and this product is now officially the worst upgrade I've seen to date. And I've run Windows ME! I think I'm going to just hop onto our Veeam B&R server at work at pay for some cloud storage. It's less headache than dealing with yet another flaky Acronis release (but this, by far, is the worst OOTB), and with Acronis' switch to subscriptions I think it'll be cheaper to go Veeam to Wasabi!

Sad. I've spoken personally to Serguei over the past year via Zoom calls, he's absolutely in love with his company and it's infectious, but when the app can't get the simplest upgrade correct on the consumer side you have to wonder where the company can go from here. Devs should be ashamed; they've managed to create a ZERO-TRUST product and still get paid.

I experienced the very same issue tonight that Chuck saw. I was prompted that an upgrade was available .. Acronis upgrades have always been trustworthy in my opinion .. after this upgrade to Acronis Cyber Protect Home Office was complete .. the application was restarted and after it opened all of my backups to my local NAS were missing .. only my backups to the Acronis Cloud were listed. I have opened a case with support. Will update with any new info.

See forum topic: Upgrade to Acronis Cyber Protect Home Office. Backup Plans lost for another user reporting the same issue!

I got the same thing when I upgraded

• Lost all configurations
• Schedule service wouldn't start - so product was unusable

I've opened a support case and had to downgrade to the previous version and re-setup all my backups. Not fun.

If any of the posters for this topic have a backup of your OS drive from before the upgrade to ACPHO then you could recover to that time and state.

It is recommended to use the option in the ATI 2021 main Settings panel (at the bottom) to export your backup configuration data to a zip file before doing any future upgrade!

Anyone here brave enough to use the Add existing backup feature to bring back their "lost" tasks?  If yes you will need to reconfigure them completely but you'll have them back in the GUI. 

As I recall, the app NOT bringing existing backup tasks into the GUI in favor of allowing the user to do so manually was a requested feature around the TI 2019 era, funny how sentiments change. 

I did a clean install of this version and found it refreshing that I had no tasks in the GUI.  I added back the ones I use on a regular basis and reconfigured them without any pains.  I even found that in one task, I had not changed a setting that I intended to have set which I had changed for testing purposes so it was a GOOD thing for me to have to run through this exercise, finding the wrong setting, and correcting that. 

I did try "add existing backup".  

"Reconfigure" tries to start the scheduler service, which fails with "Event code: 0x00900022+0x0000FFF0+0x8007042B".

Cannot reconfigure the existing backups I added.

chuck,

Error 0x00900022 is produced by the scheduler service failing to run.  Open Services.msc and make sure the Acronis Scheduler 2 Service Status is running and that the start up type is Automatic.

Error 0x0000FFF0 is a generic code simply informing you that one or more of the Acronis services is not running

Error 0x8007042B is a Windows error that usually points to the Windows update service is not working correctly.  Open Settings - Update and Security - Troubleshoot - Additional troubleshooters and run the Windows Update troubleshooter.

Tried all that

Acronis Scheduler2 Service "The process terminated unexpectedly".

Windows update service is fine.

I will also add that it seems wrong that both "Acronis Active Protection" AND "Acronis Cyber Protection" are BOTH running, and disabling the old one, Acronis re-enables it.

Chuck, sorry but Acronis have made it as difficult as they can for users to stop or prevent any of the protection services from running regardless of using the option to 'Turn all protection off permanently!'

I have been able to kill these services on ATI 2021 previously but have not tested doing so on the new ACPHO version - the services themselves are set as being 'unstoppable' and the design is to restart any that are stopped!

If you have lost all your existing backup tasks, then you should report this in a support case direct to Acronis as they didn't bother with any beta testing for this new version, so there may be more bugs to come crawling out yet!

The other options are to recover back to your previous version (if you have a backup to use) or else do a full uninstall followed by doing a clean install of ACPHO and recreate your tasks!

My update went well. I guess I'm lucky.

I suspect the problem of the missing tasks is directly tied to the failed scheduler service. Hopefully, it is only one issue and not two as reports tend to tie them together.

As part of the update, I found that the folder C:\ProgramData\Acronis\TrueImageHome has been supplanted by C:\ProgramData\Acronis\CyberProtectHomeOffice. For those who've lost their configurations, take a look to see if the scripts are still there in the new folder.

Hi All,

I've just 'upgraded' to ACPHO and I have just discovered exactly the same problem as everyone else is experiencing i.e. I can't recover my backups. I've added an 'existing backup' but when i try to reconfigure it is states that the Scheduler Service failed to start (with the exact same error code as mentioned previously) and that is as far as I can get. I wish I'd never upgraded to ACPHO, I was very happy with Acronis True Image 2021.

Has anyone found a solution to this problem yet? If they have please let me know.

Robert,

Have you checked Windows Services.msc to see if the Acronis Scheduler2 Service is running and Startup type is set to automatic? 

The Scheduler2 service is dependent on the Remote Procedure Call service to run so you should check that service as well.  I have posted a troubleshooting guide for the RPC service HERE 

Hello Robert,

I had the same problems after update:

• Lost all configurations
• Schedule service wouldn't start - so product was unusable

Restoring the last backup was not possible because of the mentioned scheduler problem.

Therefore, I did a recovery via the Acronis Bootable Rescue Media. This works without any problems.

Acronis have released build 39620 for ACPHO today!  No mention of this or other issues being fixed but worth trying!

When I updated from TI to ACPHO, it would not recognize my existing backup. Lost all my configuration as well. I bit the bullet and created a new backup and redid my configuration. Worked fine for a few days until I launched it today and there was an message about an update. Ran it and now my Recovery tab is empty yet there are backups in my destination folder.

This is extremely bad, Acronis!!

Loaded Update/Build 39620 and got all my configuration info back

Warner Harris wrote:

Loaded Update/Build 39620 and got all my configuration info back

That is good to know Warner, thank you for sharing!

Yes, it is definitely good to know!

Ian

Greetings all,

I got an update ACPHO over the weekend and it restored all my backups, so that seems to have solved my problem. However, I wonder how many other software companies use their client base as a test bed for new products (yes, I know - probably all of them).

Robert,

Your issue cam to light early on with the first release of the ACPHO product and was quickly addressed by support with newer release.  I noticed myself that responsiveness of the GUI in the latest version has improved as well.  It is nice that remedy to your and several others was as swift as it was.  This suggests that Acronis support is improving which is much welcomed!

I got the update.

It did not restore my backups -  probably because I reverted to the previous version (based on the support conversation I had) and had to remake my some of my configurations from memory.

At least my cloud backup is finally working again.

<edit>Spoke too soon - cloud backup is intermittently failing...</edit>

Not overly enthused about this. Big waste of time on my part for a comparably expensive product.

So last Thursday probably I restored my C: drive, to get TI 2021 back.

Then I saw from here that an update had been posted, so today after my weekly backups I tried the new update and it works fine, thanks !

Don't do that again.

I'm amazed that people persevere with this product. I experienced numerous bad experiences of ATI a few years back and gave up on it. The fact that later versions have added malware protection makes it even more unpalatable as a serious backup option.

Move elsewhere and enjoy life.

Same problem. Last straw after using Acronis for years.