Virus Scan
On my laptop, the Acronis Virus Scan seems to run (i.e., the files being scanned are displayed) but when it finishes, the last scan displays the current date briefly, but then displays the date "12/25/2020." When I click on the scan report, the date on the report is also "12/25/2020" and not the current date. Also, when I click on Activity, I can see information on the the scan under "Antivirus Scan Completed Successfully 12/25/2020." Any suggestions on how to fix this issue would be appreciated. (NOTE: the problem doesn't exist on my desktop).
I contacted Acronis support and they sent a link to repair my software. After I ran the repair, the problem was fixed.
Thanks for the follow up.
Richard, out of curiosity... what was the link they sent you? Was it a fix to ATI, or a Windows setting?
Here's the link they sent: https://dl.acronis.com/s/AcronisTrueImage2021_39216.exe. I should mention that while it fixed my problem, the solution wasn't permanent. The problem has recurred so I will have to get back to them.
The link is just the normal download of the full installation file. I suspect something amiss in an underlying library that deals with date conversion, but at this time I'd have no idea what that could be. Probably not within the ATI app itself. Just a suspicion.
Richard - I have the exact same issue except that it is occurring on one of my desktop computers and it is the only machine it occurs on.
Did they ever fix this issue for you?
Thanks,
Rick
Rick wrote:Richard - I have the exact same issue except that it is occurring on one of my desktop computers and it is the only machine it occurs on.
Did they ever fix this issue for you?
Thanks,
Rick
Hello Rick!
I suggest you raising a ticket with the support to report that issue.
In this situation, I wouldn't suggest to apply workarounds when using the protection features.
Please let me know if you face any issues with the process.
Best regards!
Rick wrote:Richard - I have the exact same issue except that it is occurring on one of my desktop computers and it is the only machine it occurs on.
Did they ever fix this issue for you?
Thanks,
Rick
Hello Rick!
I suggest you raising a ticket with the support to report that issue.
In this situation, I wouldn't suggest to apply workarounds when using the protection features.
Please let me know if you face any issues with the process.
Best regards!
Rick,
Apparently the link they sent me ( https://dl.acronis.com/s/AcronisTrueImage2021_39216.exe) worked. At the time it was just the normal installation file - now out of date. Perhaps you can try re-installing the latest software.
Best of luck,
Richard
Richard Milstein wrote:Rick,
Apparently the link they sent me ( https://dl.acronis.com/s/AcronisTrueImage2021_39216.exe) worked. At the time it was just the normal installation file - now out of date. Perhaps you can try re-installing the latest software.
Best of luck,
Richard
Thanks for the updates and for letting us know what helped in your situation.
Cheers!
Richard - just today I believe I have found the solution. What worked for me was to click on the Start button and choose Settings, then Privacy and Security->Windows Security->Virus and threat protection->Virus & threat protection settings->Manage settings and then, under Exclusions choose Add or remove exclusions, then hover over the C:\Program Files (x86)\Common Files\Acronis\CyberProtectHomeOffice\CyberProtectHomeOfficeService.exe exclusion and click on the down arrow, then click Remove. After that, re-add that exclusion.by clicking +Add an exclusion and following the above path (C:\Program Files (x86)\Common Files\Acronis\CyberProtectHomeOffice\CyberProtectHomeOfficeService.exe) via Windows Explorer.
Hope that works. This is assuming, of course, that you are using Windows Security in addition to ACPHOA Protection.
Just wanted to let everyone know that the above proposed solution is not persistent. This morning when I did a full scan the 'last scan' date was not today's date, it was from the most recent successful scan that was displayed in the activity tab. IOW, it doesn't work.
See KB 67117: Acronis True Image 2021: using two or more antivirus solutions on the same computer is not recommended if you are using both Acronis virus protection and Windows Defender!
Steve - thanks for that info. However, it seems to work fine for me. Have a great weekend!
Steve - In Windows 11, in Windows Security there is a Periodic scanning switch you can turn on which allows you to use Microsoft Defender Antivirus in conjunction with third party antivirus software.
Jose Pedro Magalhaes wrote:
Hello Rick!
I suggest you raising a ticket with the support to report that issue.
In this situation, I wouldn't suggest to apply workarounds when using the protection features.
Please let me know if you face any issues with the process.
Best regards!
Jose,
As evidenced by Richard Milstein's post, this issue has already been looked at by support. I also requested help with this issue and got the same response; the same bandaid fix Richard got. Unfortunately this is more and more becoming support's norm. Or, they make ridiculous documentation requests of the person that requests help. For example, I reported an incorrect date within an update file that was out on the prodcuct update page. They replied that they needed log files and other info to investigate and fix the problem. REALLY! For something that had nothing to do with my pc? Ridiculous, totally ridiculous!
So, no thanks, I'd rather not deal with all the hassle and red tape. Unfortunately, I have seen a steady decline in the quality of Acronis support since the pandemic.To be sure, there are exceptions, but, generally speaking, unfortunately, this is the case. Seriously considering moving on to another product..
Rick wrote:Jose Pedro Magalhaes wrote:
Hello Rick!
I suggest you raising a ticket with the support to report that issue.
In this situation, I wouldn't suggest to apply workarounds when using the protection features.
Please let me know if you face any issues with the process.
Best regards!
Jose,
As evidenced by Richard Milstein's post, this issue has already been looked at by support. I also requested help with this issue and got the same response; the same bandaid fix Richard got. Unfortunately this is more and more becoming support's norm. Or, they make ridiculous documentation requests of the person that requests help. For example, I reported an incorrect date within an update file that was out on the prodcuct update page. They replied that they needed log files and other info to investigate and fix the problem. REALLY! For something that had nothing to do with my pc? Ridiculous, totally ridiculous!
So, no thanks, I'd rather not deal with all the hassle and red tape. Unfortunately, I have seen a steady decline in the quality of Acronis support since the pandemic.To be sure, there are exceptions, but, generally speaking, unfortunately, this is the case. Seriously considering moving on to another product..
Hello Rick,
I understand that collecting logs can be frustrating, but our support team is available to assist you with that. The thing is, every device is unique, and even if issues seem similar, we must check the logs to confirm that we are dealing with the same issue and root cause. That's why logs are essential. I highly recommend that you raise a ticket, and once you do, please update me here. I will personally instruct our support team to help you with the log collection process.
Thank you in advance!
Good news concerning this issue, people!!!
I have worked closely with Acronis on this issue and it has been resolved. The problem was that the Acronis Process Monitor had been disabled in the 'Startup apps' folder of Task Manager and, as a result, was not running.
First, check to see if the Acronis Process Monitor is running by clicking on the up arrow on the far right of the taskbar. This will display hidden icons. If you see an Acronis icon, then Acronis Process Monitor is running. Double check this by clicking on the icon and the completed Acronis processes should display.
If you don't see an Acronis icon under 'Show hidden icons' here's how to get Acronis Process Monitor running::
To resolve the issue, open Task Manager as an administrator, then, in the left pane, click on 'Startup apps', find CyberProtectHomeOfficeMonitor.exe and check its status to see if it is enabled. If it isn't, right click on Disabled and click on Enable. Restart the computer and, after signing in, click on the up arrow on the far right of the taskbar to display the hidden icons. You should see an Acronis icon displayed there which indicates the Acronis Process Monitor is running. Click on it and you should see all the processes that Acronis has completed.
You should now be able to run a full or quick scan(scheduled scan or manually kicked off scan) and upon completion, under 'Last scan' it should display 'today at <whatever time>' if the scan successfully completed on the current day(where <whatever time> is the time the scan completed). Or, if the scan successfully completed on an earlier date, the date the scan successfully completed.and the time it completed.
Hope this helps everybody and especially those, like me, who have struggled with this problem for quite some time..
Rick wrote:Good news concerning this issue, people!!!
I have worked closely with Acronis on this issue and it has been resolved. The problem was that the Acronis Process Monitor had been disabled in the 'Startup apps' folder of Task Manager and, as a result, was not running.
First, check to see if the Acronis Process Monitor is running by clicking on the up arrow on the far right of the taskbar. This will display hidden icons. If you see an Acronis icon, then Acronis Process Monitor is running. Double check this by clicking on the icon and the completed Acronis processes should display.
If you don't see an Acronis icon under 'Show hidden icons' here's how to get Acronis Process Monitor running::
To resolve the issue, open Task Manager as an administrator, then, in the left pane, click on 'Startup apps', find CyberProtectHomeOfficeMonitor.exe and check its status to see if it is enabled. If it isn't, right click on Disabled and click on Enable. Restart the computer and, after signing in, click on the up arrow on the far right of the taskbar to display the hidden icons. You should see an Acronis icon displayed there which indicates the Acronis Process Monitor is running. Click on it and you should see all the processes that Acronis has completed.
You should now be able to run a full or quick scan(scheduled scan or manually kicked off scan) and upon completion, under 'Last scan' it should display 'today at <whatever time>' if the scan successfully completed on the current day(where <whatever time> is the time the scan completed). Or, if the scan successfully completed on an earlier date, the date the scan successfully completed.and the time it completed.
Hope this helps everybody and especially those, like me, who have struggled with this problem for quite some time..
Hello Rick!
Thank you for sharing what helped to solve the issue.
Feel free to participate in the community anytime you need.
Thanks in advance!