Issue with Acronis and Windows 11 latest KB KB5025239

Hello Martyn!

Thanks for the details regarding the issue.

We have informed the team regarding those issue. They are being investigated. 

Thanks in advance!

Same problem here. Uninstalling ACPHO solves the problem. Re-installing causes it to happen again. I've sent in a support request. 

DarrylB wrote:

Same problem here. Uninstalling ACPHO solves the problem. Re-installing causes it to happen again. I've sent in a support request. 

Hello Darryl!

Thanks for reporting.

I left comments on the ticket so we can accelerate the process!

I received a reply from my support ticket and now have a phone call + remote session scheduled for April 19. I'll post any updates I receive them. 

DarrylB wrote:

I received a reply from my support ticket and now have a phone call + remote session scheduled for April 19. I'll post any updates I receive them. 

Hello Darryl!

After, please let us know the output.

Cheers! 

An Acronis support tech called today, and we completed a one-hour long remote session to troubleshoot this issue. He checked my system files, ran AcronisVSSDoctor-net45.exe and fixed some VSS issues. Then the agent created a restore point, backed up my Acronis settings, uninstalled the program using the Acronis cleanup tool, and rebooted.

He re-installed the program (all modules) and imported my backup settings. Once the definition files were downloaded and the program fully up to date, he rebooted the computer. 

The problem persists. Task Scheduler crashes at startup. 

He then spent the remaining time collecting logs of my system using Event Viewer, Procdump, Process Monitor, Acronis System report, and possibly more. I don't recall for sure, there was a lot going on. 

At the end of the session, he asked me to leave my system as is and promised to get back to me in a day or two once his team has had time to process all the information gathered. This is fine as a temporary solution because the tasks that don't run are easily started after the boot-up is completed. 

He was very polite, thorough, and thanked me several times for my own attempts at troubleshooting and for bearing with him as he collected all the information. 

If only all tech support were this good. 

I'll report back with any updates as they come. 

DarrylB wrote:

An Acronis support tech called today, and we completed a one-hour long remote session to troubleshoot this issue. He checked my system files, ran AcronisVSSDoctor-net45.exe and fixed some VSS issues. Then the agent created a restore point, backed up my Acronis settings, uninstalled the program using the Acronis cleanup tool, and rebooted.

He re-installed the program (all modules) and imported my backup settings. Once the definition files were downloaded and the program fully up to date, he rebooted the computer. 

The problem persists. Task Scheduler crashes at startup. 

He then spent the remaining time collecting logs of my system using Event Viewer, Procdump, Process Monitor, Acronis System report, and possibly more. I don't recall for sure, there was a lot going on. 

At the end of the session, he asked me to leave my system as is and promised to get back to me in a day or two once his team has had time to process all the information gathered. This is fine as a temporary solution because the tasks that don't run are easily started after the boot-up is completed. 

He was very polite, thorough, and thanked me several times for my own attempts at troubleshooting and for bearing with him as he collected all the information. 

If only all tech support were this good. 

I'll report back with any updates as they come. 

Thanks for the updates and for sharing the positive experience with our support.

As I can see the case is being investigated.

As soon as you receive a new contact/solution, please update this thread

Thanks in advance! 

Today, I spent another hour on the phone and a remote session with the same support agent. He collected more logs and videos of the boot-up with and without the real time protection installed. He emailed me back a short while later to say that they have escalated the issue to a higher team for further review.

I'll keep you posted as I learn more and they communicate further with me. For now, my system has the real time protection uninstalled, so only the backup portion is present. My system is speedy and trouble free. 

DarrylB wrote:

Today, I spent another hour on the phone and a remote session with the same support agent. He collected more logs and videos of the boot-up with and without the real time protection installed. He emailed me back a short while later to say that they have escalated the issue to a higher team for further review.

I'll keep you posted as I learn more and they communicate further with me. For now, my system has the real time protection uninstalled, so only the backup portion is present. My system is speedy and trouble free. 

If you are using the latest version of Acronis Cyber Protect, consider downgrading to 40173 instead (assuming you use Windows), as the latest version is a train wreck. Which I have found out after MANY hours of error searching during the last couple of days.This mainly related to the backup part, the protection part I would be glad to get rid of completely.

I too am avoiding updating ACPHO given the numerous adverse comments on the stability of recent builds. I am still using 40173 on my Windows 11 systems.

I received an email from the higher tier support group today. The agent wrote that the development team is now investigating and working on it. 

For me, the current version works fine for my daily backups and system images. I agree that the real-time protection causes trouble, so I'm happy to leave it uninstalled. Besides causing many issues on my computers, the worst part was that I received no notification when ACPHO intervened and blocked a process/app from running. Once I started whitelisting programs, several, but not all, problems went away. 

I'm content to let Norton handle my real-time protection and Acronis to handle my backups. 

I'll post any additional updates as they come. 

IanL-S wrote:

I too am avoiding updating ACPHO given the numerous adverse comments on the stability of recent builds. I am still using 40173 on my Windows 11 systems.

Thanks for confirming what I too suspected.

This is kind of crazy, we all seem to agree that the new version is kind of broken, and yet there is no fixes etc for almost a month. Not sure if anyone fron Acronis actually follows their own forum as I have mostly seen comments here from other users. Or even support tickets based on the turn around time there. Acronis really needs to step up their game it seems...

DarrylB wrote:

I received an email from the higher tier support group today. The agent wrote that the development team is now investigating and working on it. 

For me, the current version works fine for my daily backups and system images. I agree that the real-time protection causes trouble, so I'm happy to leave it uninstalled. Besides causing many issues on my computers, the worst part was that I received no notification when ACPHO intervened and blocked a process/app from running. Once I started whitelisting programs, several, but not all, problems went away. 

I'm content to let Norton handle my real-time protection and Acronis to handle my backups. 

I'll post any additional updates as they come. 

 

Hello DarrylB.

Thanks for sharing the updates.

@Jose Pedro Magalhaes

Is there any news on a fix? 

I purchased/renewed Acronis Cyber Home Premium (23/032023) and as, yet I am unable to use all its paid for AV  features due the performances issues with your latest few releases.

Once they have fixed the issue and its released to the general public. I believe as a good will gesture customers should be given back the subscription time that was lost due reported performance issues.

Martyn Higgs wrote:

@Jose Pedro Magalhaes

Is there any news on a fix? 

I purchased/renewed Acronis Cyber Home Premium (23/032023) and as, yet I am unable to use all its paid for AV  features due the performances issues with your latest few releases.

Once they have fixed the issue and its released to the general public. I believe as a good will gesture customers should be given back the subscription time that was lost due reported performance issues.

Hello Martyn.

Unfortunately I still waiting a response from R&D regarding the performance issues with the advanced features. From what I can see they still under investigation.

As soon as I have them I will update the correct thread.

Thanks.

I got the following update from support who are asking for my incident to be marked as closed.

Not too happy on that approach to incident handling. I know from experience working for blue chip companies that this would never be allowed and would be highlighted if an audit was ever performed.

Like many on this forum, I will not be jumping to upgrade to the next release as confidence in your product has taken an all time hit.

#########################email from Acronis support#########################

Hello Martyn,

Thank you for your email.

We reported the issue to the next level for further investigation and got an update that they are investigating the issue and there is no ETA currently available.

Please make sure the “Automatically check for updates at startup” option is selected under the settings tab which notifies you when any update is released. 

I would suggest that we close this case for now. However, please be assured that we would not consider the issue as ‘Resolved’.

Should you have any questions please let me know, I will be glad to help you.

Have a good day!

Martyn Higgs wrote:

I got the following update from support who are asking for my incident to be marked as closed.

Not too happy on that approach to incident handling. I know from experience working for blue chip companies that this would never be allowed and would be highlighted if an audit was ever performed.

Like many on this forum, I will not be jumping to upgrade to the next release as confidence in your product has taken an all time hit.

#########################email from Acronis support#########################

Hello Martyn,

Thank you for your email.

We reported the issue to the next level for further investigation and got an update that they are investigating the issue and there is no ETA currently available.

Please make sure the “Automatically check for updates at startup” option is selected under the settings tab which notifies you when any update is released. 

I would suggest that we close this case for now. However, please be assured that we would not consider the issue as ‘Resolved’.

Should you have any questions please let me know, I will be glad to help you.

Have a good day!

Hello Martyn.

I contacted the team in order to know more details and advised to provide you with more information.

Thanks in advance! 

I have received no update since they last told me it was being escalated to their development team. 

DarrylB wrote:

I have received no update since they last told me it was being escalated to their development team. 

 

Hello, please accept our apologies for the delay, but in fact it still under investigation.

I have updated the ticket and notified the team in order to provide you with more details.

Thanks in advance!

The development team could find nothing in the logs they collected during the two remote sessions to explain the problem. They asked to install the ransomware and real-time protection again and then reboot my computer with only ransomware turned on, then with only real-time protection turned on, and finally with both turned on. 

To my surprise, my computer booted successfully each time without task scheduler crashing. The only thing that changed with my computer since they witnessed the problem themselves during the remote sessions, is a Windows Update (KB4023057) on May 2. This update appears to be related to the Windows Update process itself and on the surface, doesn't seem like it would change the behavior. 

The development team replied to my results, asking me to continue monitoring the situation. But, there is nothing to monitor, as I explained to them, because once the testing was complete, I uninstalled those two components from my computer. I only have the backup portion installed and it works just fine. 

This issue has now been around since 11th March where @Andreas Manz reported dramatic slow down with build 40278. This build was subsequently pulled and version 40338 was released which did not improve the situation. 

Like so many user I was left with two choices as there doesn't appear to be a solution provided by Acronis, I chose option 2

1. Downgrade to last known stable build - 40173

2. Uninstall/Re-install product and DO NOT install any of the AV options.

If development still cannot resolve the issue I feel users who purchased a subscription to specifically use the AV option should be given a refund as product is not fit for purpose under consumer rights act.

@Jose Pedro Magalhaes
Any updates from development?

HI,

I've not got anything back they ended up closing the support requests, lost faith this will be fixed anytime soon.

So once subscription finished I will move onto another backup provider and as I am know use Microsoft Windows Security which provides a good level of security and appears to be credited with more AV awards than Acronis.

Martyn Higgs wrote:

@Jose Pedro Magalhaes
Any updates from development?

Hello Martyn.

I have requested the team to update you on the tickets. As soon as they collect the necessary information you will receive a reply from our side with more details.

Thanks.

Hi Team,

Since installing the May 2023 Microsoft security updates on Windows 11, Acronis Cyber Protect Home Office (Build 40338) has significantly slowed my systems down especially at boot up.

This is occurring on both my laptop and desktop systems which both use Windows 11. From using Process Monitor I can see Acronis is causing explorer.exe to continually read the following file over and over

C:\Program Files (x86)\Acronis\CyberProtectHomeOffice\ti_managers_proxy.dll

This causes even these powerful systems to barely function. I will be uninstalling this software until this is resolved as this is unacceptable.

The specifications of my systems are below. Thank you.

Laptop

Intel Core i7 1265U

64 GB RAM DDR5 RAM

1 TB SSS (capable of 5 GB/sec read)

Desktop

Intel Core i9 7980XE

64 GB DDR4 RAM

800 GB SSD (capable of 2.2 GB/sec read)

2x Nvidia Titan RTX (in NVLink mode)

J Collins wrote:

Hi Team,

Since installing the May 2023 Microsoft security updates on Windows 11, Acronis Cyber Protect Home Office (Build 40338) has significantly slowed my systems down especially at boot up.

This is occurring on both my laptop and desktop systems which both use Windows 11. From using Process Monitor I can see Acronis is causing explorer.exe to continually read the following file over and over

C:\Program Files (x86)\Acronis\CyberProtectHomeOffice\ti_managers_proxy.dll

This causes even these powerful systems to barely function. I will be uninstalling this software until this is resolved as this is unacceptable.

The specifications of my systems are below. Thank you.

 

Laptop

Intel Core i7 1265U

64 GB RAM DDR5 RAM

1 TB SSS (capable of 5 GB/sec read)

 

Desktop

Intel Core i9 7980XE

64 GB DDR4 RAM

800 GB SSD (capable of 2.2 GB/sec read)

2x Nvidia Titan RTX (in NVLink mode)

 

Hello J.

I have raised a ticket so our support can help you to troubleshoot the issue.

The reference number is 05919494 .

You can expect an email from our side as soon as possible.

Thanks.

Update:

As previously quoted, once I identified the AV element of our software was causing the slowdowns, I uninstalled ACPH fully using your clean-up script.

I then did a selective install with ACPH build 40338 and unselected the AV options and only installed the back options. For AV protection I decided to use Microsoft Defender with ransomware protection enabled.

I've been running with only the backup option enabled with ACPH 40338 since 12th April 2023_16:36 and everything is working fine.

Today I decided to install the AV option (big mistake).

All was going ok until I rebooted my PC. As soon as I rebooted my PC took over 10 minutes for all applications including OneDrive to show in a running state. Normally my PC boots between 17 and 30 seconds, so there is a dramatic decrease in bootup time. If it was only bootup that was a problem I could probably live with the ACPH AV option enabled but unfortunately every application and launching Windows Explorer is very slow, which makes my PC totally unusable,

I've now restored back to a previous back where only ACPH backup option is enabled and will continue with this stable setup until a new build is released.

A know a few people have reported the exact same issue and have worked with support where they have done remote sessions, none have identified the issue.

If this issue persists, I think myself and others will probably move to a new backup solution once my subscription is due to expire and either stick with Microsoft Defender or use another AV provider.

The slowdown might have been resolved where the Acronis AV elements were the main contributor, I will tell you the steps that have been taken.

I currently have ACPH build 40338 installed without AV, today I installed ACPH AV and my machine appears stable apart from a bit of a slowdown with windows explorer.

13th June

1. Updated machine to latest Microsoft hotfix - KB5027231

2. Backup taken as normal process at 19:30 every evening so has a safe point to restore.

14h June

3. Backup taken before installing ACPH AV elements

4. Exported Acronis settings

5. Enabled a schedule task to start collecting process monitor logs at Windows startup

6. Enabled a schedule task to stop collecting process monitor logs

7. Installed ACPH AV elements and waited for latest protection updates to be installed

8. Rebooted machine

9. At Windows logon I started to capture a video of the Windows startup, this was stopped once all applications fully running.

10. Acronis system report was generated and saved.

After the above steps were completed, I performed a further reboot. The machine started only slightly slower than when I didn’t have  ACPH AV installed. Most operations are running without lag the only thing that lags on start is when I open windows explorer, but this is only a smallish delay.

I performed many reboots, and my machine is still behaving as mentioned above, so its not a one off.

About a week ago I tried the above steps, and my machine was running so slow I have to revert to a previous backup.

I don’t know if there have been any changes to the ACPH protection updates or the latest Windows update KB5027231 has helped resolve the issue.

Thanks, Martyn

Update - 15th June

Unfortunaly the slowdown with Windows explorer and anything saved in OneDrive is causing problems when I need to work on documents saved in OneDrive which makes any task unbelievably painfully slow.

With the above problem I will have to resort back to my previous backup where  ACPH build 40338 doesn't have the AV elements installed.

I don't have the appetite to keep trying to get this to work on my machine, so will hold out until a new version is released and delivered or my subscription runs out.

Martyn Higgs wrote:

Update - 15th June

Unfortunaly the slowdown with Windows explorer and anything saved in OneDrive is causing problems when I need to work on documents saved in OneDrive which makes any task unbelievably painfully slow.

With the above problem I will have to resort back to my previous backup where  ACPH build 40338 doesn't have the AV elements installed.

I don't have the appetite to keep trying to get this to work on my machine, so will hold out until a new version is released and delivered or my subscription runs out.

Hello Martyn.

I have updated the ticket with the latest information provided by yourself and requested the team to provide you with updates.

Thanks.

Hi,

As stated in my previous updates, I don’t feel this issue will ever be identified as it appears others who engaged support didn’t get to the bottom of the issue.

To replicate the problem, take time on myside and to be blunt I don’t feel whenever I’ve collated logs they are fully diagnosed and in remote sessions I don’t feel you can provide above and beyond my capabilities as an IT architect.

I will continue to monitor the forums for others experiences with the AV elements of the product, and if like me their issues continue and now new build released, I will close my subscription.  I will then move to another provider for my backup solution and continue to use Microsoft own AV which now outperforms many standalone AV products.

I've requested my support ticket "05919565" be closed.

Thanks,
Martyn

Martyn Higgs wrote:

Hi,

As stated in my previous updates, I don’t feel this issue will ever be identified as it appears others who engaged support didn’t get to the bottom of the issue.

To replicate the problem, take time on myside and to be blunt I don’t feel whenever I’ve collated logs they are fully diagnosed and in remote sessions I don’t feel you can provide above and beyond my capabilities as an IT architect.

I will continue to monitor the forums for others experiences with the AV elements of the product, and if like me their issues continue and now new build released, I will close my subscription.  I will then move to another provider for my backup solution and continue to use Microsoft own AV which now outperforms many standalone AV products.

I've requested my support ticket "05919565" be closed.

Thanks,
Martyn

Hello Martyn.

Thanks for your feedback.

I have requested the team to contact you in order to clarify the situation.

You can expect a contact from our side as soon as possible.

Thanks in advance! 

I've installed the latest build v40729 and took the plung to try using the AV elements, so far no slowdowns.

For refence my OS build is as follows: Windows 11 Pro 23H2

So the issue in build 40338 when AV is enabled and causes major slowdowns for a lot of uses, must have been fixed in the latest release.

Only problem I have which is being investigated by support is where I can no longer use ASRM to recover my machine, I have to use WinPE USB device to restore.