Compatibility issues Windows 10 Pro x64 1703 (Creators Update)?

Hi, thanks for the report, we also discovered it in our test lab, it will be fixed in the nearest update.

I have the same problem.

Any ideas when this update will arrive?

I have a bunch of programs on my PC, everything survived the Windows Upgrade without any problems, just Acronis met my worries - again.

Uninstalling the AB didn't help, I can't even reinstall it anymore :(

DataCube...

My reinstall issue under 1703 was related to the Acronis Agent User still exixiting on my PC when trying to reinstall. I had to manually remove the Acronis Agent User and associated profile links in the Registry to reinstall - the uninstall didn't remove it. After this the reinstall worked without issue.

Still, it didn't help the woes of AB12 Windows Agent on Windows 10 1703 - no current backups for the time being.

Neil

Hi,

I had the same idea, but deleting the Acronis User and his folder on the disk didn't help in my case.

It seems that the rollback also can't delete the service 'AcronisAgent'.

The problem maybe related to the user account that was created pre-1703. When I create a new user post 1703 and install Backup 12 under the new user all backups complete as expected. Maybe try and see if it helps in your situation.

~Paul

Thanks, but I think I'll wait for the AB Update..

BTW, I'm in contact with the support regading this issue. I'll post any solutions here.

Of course I do hope that they fix the issue in the next release as it is the only software I am seeing an issue with after the 1703 upgrade. I just needed, and found, a work around which works for me and I posted it for others so like me, they can at least get backups of their critical data. So for now it is easy enough for me to create a new user temporarily while I wait for acronis to fix the issue.

My overall experience with Acronis support has not been good. I have encountered 3 or 4 issues since deploying the backup 12 Hyper-V product for my customers as a reseller for acronis. In the end I solved the issues on my own but not before having much time wasted with outsourced technicians in chat/remote sesssions that were clearly in way above their head and never able to solve the problem. Even in a business critical situation trying to get a case elevated is next to impossible. I have found my time better spent attempting to find solutions on my own.

Good Luck

~Paul

Hello again,

In order to get AB working again, I followed Paul's suggestion.

a) Uninstalled Acronis under my working account

b) Created a new Windows User 'Backupmaster' and switched to that account

c) Installed Acronis under 'Backupmaster' again

d) Created NEW backup tasks ( TG I have only 3 ) which will be started in the morning and shutdown the Workstation afterwards

Result this morning: All tasks were executed without 'service restart' warning

So I would rate this as a possible workarround too.

P.S. I won't count the burned working hours which I have invested into Acronis Products so far... Do I get a free lifetime upgrade plan??

Regards

Dear All,

upgraded my first remote client to Windows Creators Update (build 1703) and encountered the same issue as described: "mms.exe" (build #3689) starts for a few minutes but then terminates without apparent reason. Am in contact with Acronis support and will update you on any progress from their side.

@Andrey Panin. Kindly give a date for this nearest "bug fix-update". Almost needless to say that this is urgent as AB 12 is not working properly for us and this is a serious case. Most of Win 10 machines will automatically upgrade to 1703 shortly. Threre are limited options even for admins to postpone this. Roll-backs and bug reporting cause a lot of time and trouble. Thanks.

Regards,

Steve

Just an update to let you know that I was contacted by an Acronis support manager by phone who made an effort to reach out as a result of my post. Being an IT business owner, a network administrator/computer tech I really appreciated this. He listened carefully to my comments on their support. He said that he would elevate my concerns and that Acronis takes them very seriously. He has commited to making every effort to improve response times as well as the support technician's quality of knowledge of the underlying operating systems.

I hope that this call will mark the beginning of a turn around in my opinion of the support related to Acronis Products. It certainly appears to be an honest effort.

~Paul

Hi all,

The problem related to Windows 10 Creators update is currently being investigated by our QA and development teams to find most applicable solution for it.

So far we've discovered that re-installing Acronis Backup Agent for Windows and specifying (while configuring the installation parameters in installer UI) some existing user account instead of default "Acronis Agent User" (created automatically) to run Acronis services fixes the issue and we're also looking for other alternative solutions.

We will update the thread with additional information once we get more details.

Thank you.

Hi,

Update: so far we were unable to reproduce the mms.exe crash issue in our QA lab unfortunately - in the past several days we've tried multiple different Windows 10 Creators build update combinations (with and without updates) and various Acronis Backup 12 builds to no avail.

In order to reveal the root cause we need to get the crash dumps from mms.exe process and looks like we'll need your assistance with this item. The dumps can be collected via Procdump utility as follows, if you are still able to reproduce the problem (if you haven't implemented the workaround yet):

1) Install the Procdump utility on the machine running Acronis Backup Agent for Windows (the backed up machine)

2) In Windows command prompt (Win+R -> "cmd") execute the following command: procdump -ma -e -w mms.exe  - it will wait until the mms.exe crash

3) Reproduce the issue by running the backup plan (either manually or on schedule)

4) Pick up the dumps from the same folder where procdump utility was run from

5) From Acronis Backup web console interface capture Acronis system report: select machine from Devices list-> go to "Activities" tab on the right side->"Collect system information" (in right bottom corner).

Provide the collected dumps to our support team if you have an opened support case. If you don't have an opened case then please send me a private message on forum, so that I can send you an FTP link for uploading the collected data and we'll check it with our development team.

Thank you.

Hello Vasily,

Please check your private message inbox, the reqested files are already in the ftp folder.

Regards

Hi,

Thank you for the provided dumps - I've passed them to our developers for further review.

Just to confirm: I assume that these dumps + sysinfo was collected from some other machine, since above in this thread you mentioned that re-installation under pre-created user (not under default "Acronis Agent User" account) helped to workaround the issue. Please let me know if my assumptions are not correct and if there are any additional specifics you can share.

Thank you.

Hi,

I have created an additional windows account 'Backupmaster' and ran an AB installation without changing the 'Acronis Agent User' as the owner.

So there's still an 'Acronis Agent User' in the system.

The crash was produced while I was loged in with my usual working account.

Hi,

I had the exact same issue with one of my other software and ended up here when trying to find a solution.

Just so you know, Microsoft has just released KB4016240, which fixes many bugs. You could try installing it (by doing a Windows Update and rebooting) and see if it resolves the issue. So far so good on my end.

Good morning,

Thanks for the hint Bob.

I have updated my PC with KB4016240 and I can confirm that all of my automated backup tasks including shutdown were executed without an error.

Restoring from a backup seems not to be affected. At least on my system, I was able to run a restore without problems.

I can confirm the same. Installed KB4016240 update this morning.

Automated and manual backups are now working as expected.

Neil

Dear All,

looks as if Acronis is off the hook :-)

Runs smooth as expected after installing the patch. As for this case I will close it from my side.

@Vasily: Thanks for your support.

Best regards, Steve

All,

This is great to hear! @Bob, you made our day :)

Thank you.