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Tray Icon Disappears - Is it just me?

Thread solved

I am having an annoying issue with the newest version of ACPHO and am wondering if others are seeing this or if it's something specific about my system configurations. I am seeing this on all my Windows 10 systems.

After rebooting the Acronis icon is on in the taskbar tray icon area since I do have it enabled to show. I find it useful to click on the icon as it will (did) display recent activity. It's an easy way to ensure scheduled backups are running correctly, or an easy way to open Acronis by right-clicking on it.

Problem is the icon disappears as soon as it is touched, and it isn't in the hidden icon tray either.  Nothing can be done to restore it except reboot. I suppose it could be one of the numerous system utilities I am running but I have no issues with any other tray icon.

I thought I'd ask before submitting a ticket.

Is it just me?

CC

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Comments: 488

Dear Chris,
Thank you for reaching out. We would suggest contacting our support with this issue. 

I have submitted a ticket to support and provided all the information requested, and more. So far no solution.

I was able to determine that the Icon disappears because Acronis Monitor is crashing. It generates an Application Error in the System Event Log.

If I manually run C:\Program Files (x86)\Acronis\CyberProtectHomeOffice\CyberProtectHomeOfficeMonitor.exe then the Icon is restored. Then if I interact with the Icon it disappears again, and generates another error in the log.

The Event is:

AppName CyberProtectHomeOfficeMonitor.exe
  AppVersion 27.3.1.40173
  AppTimeStamp 633b5b8e
  ModuleName KERNELBASE.dll
  ModuleVersion 10.0.22621.755
  ModuleTimeStamp efcf4ce0
  ExceptionCode e06d7363
  FaultingOffset 00147402
  ProcessId 0x19e4
  ProcessCreationTime 0x1d8fc3c787d0c43
  AppPath C:\Program Files (x86)\Acronis\CyberProtectHomeOffice\CyberProtectHomeOfficeMonitor.exe
  ModulePath C:\WINDOWS\System32\KERNELBASE.dll
  IntegratorReportId 7d8b7610-e3f1-4ef3-b9f8-041dc426dfad
  PackageFullName  
  PackageRelativeAppId

While support is working on this I would hope someone, anyone, could confirm whether or not you are seeing this issue. BTW - I upgraded one of the systems to Windows 11 and the problem persists. This Windows 11 system is as vanilla as it gets - only apps installed besides ACPHO is Norton360 and Microsoft Office2021.

And I DO NOT have Acronis Virus Protection installed on any of these systems.

Thanks,

CC

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Comments: 488

Dear CC,
Thank you for posting. We see your case in our internal system and increased it's priority in order to solved it as soon as possible.

I finally solved the problem.

Originally I had upgraded (in place) from Acronis 2020 #38600 to ACPHO #40173. That leaves something leftover from 2020 that conflicts with CyberProtectHomeOfficeMonitor.exe. I had tried to repair, uninstall (also running the clean up tool) and reinstalling ACPHO.

The solution was to uninstall ACPHO, install 2020 again, uninstall 2020 and install ACPHO again, never using the cleanup tool. So upgrade in place from 2020 doesn't work 100%. However, I did not see any other issues.