ATI 2021 blocks sleep mode -- no support whatsoever

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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Hi there, 

I don't know if this is the right forum (the product is called ATI 2021 but while ATI 2017 to 2020 all have a dedicated section in the forums, there is none for ATI 2021) and if anybody will even care, but I just wanted to let you know that ATI still prevents Windows 10 computers from properly switching to energy-saving/sleep mode. There are already various threads about this and claims that the issue has been fixed (according to forum/acronis-true-image-2021-forum/acronis-true-image-2021-released, it was supposed to be fixed many builds ago!), but it has not been fixed. This is extremely frustrating, and the only option I have left is to throw the program off my PC. Thanks for nothing, I guess.

For context: My laptop is running standard Windows 10 Pro, barely any customizations. As soon as I install ATI 2021 (perpetual license, build 39216, German edition), the energy-saving mode doesn't work anymore. As soon as I uninstall ATI, it works again just fine. I haven't even set up any complex backup schedules. All I have is three backups that I trigger manually -- there is absolutely no reason why this program should interfere with the normal shutdown operation of my computer. So for the past two weeks, I have been waking up every morning with the battery of my laptop close to zero thanks to ATI preventing my computer from shutting down at night. Truly awesome when you need to leave the house in the morning but have to wait for your battery to charge!

I have browsed those aforementioned forum threads about the same issue but haven't found any solution yet. And frankly, I didn't buy a €40 software program that was supposed to save me some time only to spend hours upon hours trying to find a fix for a problem that shouldn't even exist with good QA. I have also tried to contact support, but it says "Support expired: 2021/12/31", which is odd because I bought the software on 2021/11/22, so what kind of support period even is this?! (The "create system report" button in ATI 2021 also does absolutely nothing and just sits there without any functionality! WTH?)

I have also tried the help/feedback option within ATI, but it says that my message will only be forwarded without any further response to me. Also, the program is in German and the feedback form is in German, but now on the website (after I submitted my message) it says that you don't even offer support in German. So I guess my German feedback message will land in the dustbin. Again, awesome service, guys!

Long story short: This was a waste of money and time. I have very simple backup needs and thought, with Acronis being one of the market leaders, ATI would be a suitable tool. But this is such an unacceptable malfunction that I have to get rid of this tool. 

I'll check back in here in case anybody has a miracle solution, but given the lack of support from Acronis, I won't hold my breath. Sorry for the negativity, but like I said, this has been an extremely frustrating experience.

Thanks for reading.
Simone

Thu, 01/06/2022 - 11:12
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Legend
Posts: 111
Comments: 29781
mvp

Simone, welcome to these public User Forums.

You have raised a number of different points in your post above.

I am not aware of any other users posting about any version of ATI stopping PC's or laptops from going to sleep here in the forums.  I am a laptop user myself and am not seeing this type of issue with ATI 2021 installed.

Please understand that I am not discounting that you are seeing this issue!  I fully understand the frustration of finding a laptop battery exhausted!  I don't have any immediate recommendations to help you with that specific issue at this point, but will come back to it.

Support for all Acronis product versions runs from the date the version is released for one year plus 30 days after the next product version is released to the general public.  This means that ATI 2021 also was supported for that same 13 month period but you purchased your copy at the end of that period and would be entitled to an upgrade to the next version under normal circumstances.  The difficulty here is that Acronis also made the decision to stop providing perpetual licenses with ATI 2021, so any upgrade is now to an annual subscription license to the rebranded successor product - Acronis Cyber Protect Home Office which comes bundled with antivirus features etc!

Acronis do offer support in various different languages, including German, and also have a separate forum specifically for German users, but this doesn't change the fact that ATI 2021 is now out of support!

Returning to the sleep issue:

What features of ATI 2021 do you have enabled / are using?  In particular, what Protection features are you using?

There are a number of background Acronis Services that you can disable if you are not using them, i.e. Acronis Sync Agent, Non Stop Backup, Mobile Backup, Managed Machine Service Mini.  You would need to open the main Windows services.msc control panel then open the Properties page for each of these services and change the Start option from Automatic to either Disabled or Manual.  Some services will still restart if set to Manual!

See KB 65464: Acronis True Image 2021: Windows services and processes if you have that version, where there are some unstoppable services!  AAP, Cyber Protection & AAKORE !!

Tue, 01/11/2022 - 10:30
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