40252 locks up at start up

Bill, I can only suggest that you open a support case direct with Acronis for this issue arising from the latest ACPHO build version.  They are best placed to guide you in capturing any diagnostic information they will need to investigate any performance issues introduced by the new build.

See How to get support?

Thanks Steve. It looks like Acronis pulled 40252 from the update process. In my download page, 40173 is the latest version. I re-installed 40173 and all is well. I am surprised that I cannot find any information from Acronis about it. Maybe I missed something.

Thanks again for your help.

Biill Byrnes

They are still showing 40252 on their Product Updates webpage but will watch to see if a revised new build is released?

Hello William and Steve, thank you for your comments and respective information.

I wanted to inform you that a new build, version 40278, was released recently. The previous version that you mentioned has been dismissed.

Please refer to the release notes at https://www.acronis.com/en-us/support/updates/ for more information. Unfortunately, the information on the main page may be outdated, but you can find the latest details by clicking on the release note link.

Please feel free to ask any questions you may have.

I hope this information is helpful.

It is a shame that Acronis didn't do more testing of build #40252 before releasing it if it has been 'dismissed' so quickly in favour of build #40278 as well as updating the Product Updates page so that more users don't fall down this particular rabbit hole.

I now have three systems that run like lame tortoises since upgrading ACPHO..!  Will need to wait out all the extremely slow process to see if I am even offered the option to upgrade again to 40278!

Pinned forum topic: Acronis Cyber Protect Home Office new release! also needs to be updated but only a forum moderator can do so! 

Hello Steve,

Thank you for bringing this issue to our attention and providing your cooperation. We apologize for any inconvenience that this may have caused you.

We will definitely inform our development team about your concerns regarding the recent build 40252 release, and we will also take your feedback into consideration when updating our Product Updates page to ensure that it provides accurate and up-to-date information for our users.

Regarding the release it will be listed in the forum as well.

We will keep you informed regarding any updates related to this issue. Thank you for your understanding.

Just to update this topic.  I upgraded one of my systems from 40252 to 40278, restarted etc and still saw the same very poor OS performance impact.

Subsequently, I saved my ACPHO settings to a zip file, uninstalled ACPHO 40278 then installed the earlier 40173 build, restored the settings, and all is back to performing as expected.

It seems that both 40252 and 40278 are not worth installing at this time unless you like watching paint dry or grass grow!

Now to repeat the process for my other two systems.

Note: I haven't tested doing an upgrade direct from 40173 to 40278 as yet, will need to think about doing this to see if the issue is something left over from the bad 40252...!

Further update on this issue:

My second system with 40252 was installed with a Custom Install without Realtime Protection being included in favour of using Windows Defender and does not suffer from the performance issues!

Upgraded from 40252 to 40278 doing a Custom Install without Realtime Protection and all still working as expected.

Confirmed above behaviour on my third system with ACPHO 40252 without realtime protection which was performing fine both with 40252 and after upgrading to 40278.  The issue looks to be caused by installing the Acronis realtime protection feature of 40252 or 40278.

I too have the same slowdown issue with the failed 40252 release, and then found version 40278 has the same problem.

I've raised a support ticket last week for the 40278 release. I've uploaded a video showing the slowdown, along with the Acronis system report and Microsoft Process Manager logs which were created during the system startup. 

My desktop took over 4 minutes to show everything running and then any activity was so slow it make my system unusable. I noticed that as soon as I disabled the option "Detect malicious behaviour in processes" my system was fast and boot-time was back to normal times, but my system was then at risk.

Luckily I've saved a backup created using version 40173 so I can get back to a stable system.

Martyn Higgs wrote:

I too have the same slowdown issue with the failed 40252 release, and then found version 40278 has the same problem.

I've raised a support ticket last week for the 40278 release. I've uploaded a video showing the slowdown, along with the Acronis system report and Microsoft Process Manager logs which were created during the system startup. 

My desktop took over 4 minutes to show everything running and then any activity was so slow it make my system unusable. I noticed that as soon as I disabled the option "Detect malicious behaviour in processes" my system was fast and boot-time was back to normal times, but my system was then at risk.

Luckily I've saved a backup created using version 40173 so I can get back to a stable system.

Hello Martyn,

We appreciate your efforts in providing us with the necessary information, including the video, system report, and logs, to help us investigate the issue further.

In order to resolve this issue as quickly and efficiently as possible, we would like to invite you to a remote session with our technical support team. During this session, one of our technicians will be able to troubleshoot the issue with you in real-time and provide a resolution.

We value your feedback and appreciate your patience and understanding.

Best regards,

José Pedro Pereira Magalhães

Hi José

I've accepted a remote session for this Friday, I will restore the saved backup image that was used to upgrade to release version 40173.

I appreciate your help in investigating/understanding the issue.

I've used the product since 2006 "Acronis True Image 9.0 Home", and has continued to be my go-to backup/restore product and was very happy when you expanded your product to include AV functionality. 

Thanks,

Martyn

Jose Pedro Magalhaes wrote:

Martyn Higgs wrote:

I too have the same slowdown issue with the failed 40252 release, and then found version 40278 has the same problem.

I've raised a support ticket last week for the 40278 release. I've uploaded a video showing the slowdown, along with the Acronis system report and Microsoft Process Manager logs which were created during the system startup. 

My desktop took over 4 minutes to show everything running and then any activity was so slow it make my system unusable. I noticed that as soon as I disabled the option "Detect malicious behaviour in processes" my system was fast and boot-time was back to normal times, but my system was then at risk.

Luckily I've saved a backup created using version 40173 so I can get back to a stable system.

Hello Martyn,

We appreciate your efforts in providing us with the necessary information, including the video, system report, and logs, to help us investigate the issue further.

In order to resolve this issue as quickly and efficiently as possible, we would like to invite you to a remote session with our technical support team. During this session, one of our technicians will be able to troubleshoot the issue with you in real-time and provide a resolution.

We value your feedback and appreciate your patience and understanding.

Best regards,

José Pedro Pereira Magalhães

 

Hello Martyn!

Our team at Acronis is committed to providing the best possible service and products to our customers, and we're delighted that our efforts are being recognized.

Thanks for taking the time to share your feedback with us!

Hi Pedro,

It's not fixed as I am running on version "40173", I will restore my disk to the latest version "40278 " that has the problems on Friday so the engineer can have a more in-depth look.

I will hold off upgrading till there is confirmation on the issue is fixed. My subscription to premium is up for renewal in 12 days so I might cancel the auto-renew and wait for a stable release as your last two releases have caused problems.

Thanks, Martyn

Jose Pedro Magalhaes wrote:

Hello Martyn!

Our team at Acronis is committed to providing the best possible service and products to our customers, and we're delighted that our efforts are being recognized.

Thanks for taking the time to share your feedback with us!

Martyn Higgs wrote:

Hi Pedro,

It's not fixed as I am running on version "40173", I will restore my disk to the latest version "40278 " that has the problems on Friday so the engineer can have a more in-depth look.

I will hold off upgrading till there is confirmation on the issue is fixed. My subscription to premium is up for renewal in 12 days so I might cancel the auto-renew and wait for a stable release as your last two releases have caused problems.

Thanks, Martyn

 

 

 

Jose Pedro Magalhaes wrote:

Hello Martyn!

Our team at Acronis is committed to providing the best possible service and products to our customers, and we're delighted that our efforts are being recognized.

Thanks for taking the time to share your feedback with us!

Thanks for the clarification Martyn!

Please tell me after the results of the session and if it was possible to solve the issue!

Thanks in advance.

Hi Jose,

I had to cancel the meeting with the engineer due to having a previous engagement.

I updated my support request asking for an analysis of the data I uploaded, as I've not received anything regarding their findings. My upload contained a lot of data as I uploaded a video showing the slowdown at startup and general use, the Acronis system report, and process monitor logs, which ran via a scheduled task, so I captured lots of data on Windows startup.

I would like to know what was found, and I would like to know what actions they need to perform on a call that cannot be executed by myself.

Thanks, Martyn

Martyn Higgs wrote:

Hi Jose,

I had to cancel the meeting with the engineer due to having a previous engagement.

I updated my support request asking for an analysis of the data I uploaded, as I've not received anything regarding their findings. My upload contained a lot of data as I uploaded a video showing the slowdown at startup and general use, the Acronis system report, and process monitor logs, which ran via a scheduled task, so I captured lots of data on Windows startup.

I would like to know what was found, and I would like to know what actions they need to perform on a call that cannot be executed by myself.

Thanks, Martyn

 

Hello Martyn. Each environment is different, sessions are required for testing proposes or to implement a solution.

I will reach out to them and ask to provide you more details.

Thanks.

Martyn Higgs wrote:

Hi Jose,

I had to cancel the meeting with the engineer due to having a previous engagement.

I updated my support request asking for an analysis of the data I uploaded, as I've not received anything regarding their findings. My upload contained a lot of data as I uploaded a video showing the slowdown at startup and general use, the Acronis system report, and process monitor logs, which ran via a scheduled task, so I captured lots of data on Windows startup.

I would like to know what was found, and I would like to know what actions they need to perform on a call that cannot be executed by myself.

Thanks, Martyn

 

Hello Martyn. Each environment is different, sessions are required for testing proposes or to implement a solution.

I will reach out to them and ask to provide you more details.

Thanks.

My dealing seems to get worse.

I clicked on the subscription link on my order email, and the page I landed on offered a 30% discount if I continued with the subscription and did not cancel. I thought this was a good deal as it quoted £ 53.89.

I clicked the button to proceed and was shocked at being changed full-price of £93.09 when I checked my emails. The link, in my view, was typical clickbait; I don't appreciate being tricked when I've been a very loyal customer for many years. I've now cancelled my subscription and will have to debate if I ever go back to using your products.

Martyn Higgs wrote:

My dealing seems to get worse.

I clicked on the subscription link on my order email, and the page I landed on offered a 30% discount if I continued with the subscription and did not cancel. I thought this was a good deal as it quoted £ 53.89.

I clicked the button to proceed and was shocked at being changed full-price of £93.09 when I checked my emails. The link, in my view, was typical clickbait; I don't appreciate being tricked when I've been a very loyal customer for many years. I've now cancelled my subscription and will have to debate if I ever go back to using your products.

Hello Martyn.

We apologize for the inconvenience you've experienced with our subscription link. We'd like to clarify that this topic is dedicated to discussing technical issues related to our products and services.

I raised a ticket for that issue, the reference is 05804143. Our support will explain in detail what happened and hopefully rectify the entire situation.

Thank you for your loyalty as a customer, and we hope to resolve this issue and regain your trust soon.

 Best regards,

José Pedro P. Magalhães

I've done some extensive testing with Acronis v40278 and think there is now an incompatibility between your Acronis Cyber Project AV module in version 40278  and Hitman Pro. Alert (HMA).

I've not had an issue previously, so I discounted it as a conflict issue as it's been installed for many years. I've also done countless updates to Cyber Protect with Hitman Pro. Alert installed and active.

HMA provides the following functions "anti-exploit, ransomware, process protection, keystroke encryption, etc..." I've used it as a secondary layer for my security. It appears one of these functions is now counter-conflicting with your product.

I've tried to re-install HMA and can now confirm this is when the slowdowns on my PC start, where it becomes completely unusable.

This is probably unique to my PC setup but it might be worthwhile for others to check to see if they have other complimentary security products running on their PC.

For reference, it's only Hitman Pro. Alert that has the problem, Hitman Pro runs fine, so I can keep this on my PC and use it as a second security layer.

Thanks, Martyn

Martyn Higgs wrote:

I've done some extensive testing with Acronis v40278 and think there is now an incompatibility between your Acronis Cyber Project AV module in version 40278  and Hitman Pro. Alert (HMA).

I've not had an issue previously, so I discounted it as a conflict issue as it's been installed for many years. I've also done countless updates to Cyber Protect with Hitman Pro. Alert installed and active.

HMA provides the following functions "anti-exploit, ransomware, process protection, keystroke encryption, etc..." I've used it as a secondary layer for my security. It appears one of these functions is now counter-conflicting with your product.

I've tried to re-install HMA and can now confirm this is when the slowdowns on my PC start, where it becomes completely unusable.

This is probably unique to my PC setup but it might be worthwhile for others to check to see if they have other complimentary security products running on their PC.

For reference, it's only Hitman Pro. Alert that has the problem, Hitman Pro runs fine, so I can keep this on my PC and use it as a second security layer.

Thanks, Martyn

Hello Martyn!

You can exclude the executable/folder of HMA from the analysis: https://www.acronis.com/en-us/support/documentation/ATI2023/#52576.html…

If the issue persists I suggest you raising a ticket with evidential proofs the agent is affecting the HMA so we can troubleshoot the issue: https://kb.acronis.com/content/8153

Thanks.

It looks like there is issues with version 40278 as its been pulled from the download page and a new release is offered 40338.

That makes two release that have now been pulled from general release 40252 & 40278

I would appreciated some frankness and if we can be told why these have been pulled and people are loosing confidence in your products.

Regards, Martyn

I see 40338 in my Account downloads page but the Acronis Product Updates page still shows 40278 with a release date of March 2nd...!

Hello everyone.

I will communicate the issue to the team.

The page will be updated asap.

Thanks in advance!