Protection service runs at 85 - 95% and computer grinds to halt
I was using the latest build of Acronis (39703) and a couple of nights ago the machine started running too slowly to do anything and the fan was going the whole time. Acronis was doing a full scan in the Protection tab. Managed to stop it. Last night, it did the same, and was very slow to respond to the stop button. I turned off protection when it finally did and shut down the machine as the fan was still going, and machine was slow. This morning, although Protection tab showed it as turned off, the machine was practically non-responsive with fan going non-stop and Task manager showing the Cyber Protection service as hogging up to 95 or so percentage CPU - which was maxing out with the other few things running such as the Acronis GUI.
Given the horrendous experience in September with Acronis "support" when the cloud backups stopped working, had a read on the forums and decided to deinstall it because the suggested fixes no longer worked - not only is it now impossible to stop the Protection service, but you can't change it to use an account with a non working password etc - everything has been locked down with "access denied" and from what I came across, this is deliberate to stop malicious processes doing so. The uninstall hung with the blue bar just a fraction from the end - the services were still "there" though it was now possible to stop them all, with no result. After a few hours, decided to try the Windows clean up tool and even though it reported that it had fixed the problem, loads of directories etc were left behind so used the cleanup tool from Acronis.
Haven't yet tried reinstalling as am trying to get some work done. I had reinstalled the 39620 build (repeatedly) in September when having to do the non-working suggestions from "support". On that occasion, the backups gradually started working and as I'd told them, it was something server-side locking them as indicated by the error messages which somehow was freed up over the space of a few days till all the backups now worked again. So I can't see anyone there having a clue about this.
Haven't had a prolbem as such with Protection till recently and it seems Acronis automatically updated to this 39703 build as didn't see a message about it so don't know when it actually did it - perhaps when all the problems started. Has anyone else had a problem like this? Concerned that it will start misbehaving again when I reinstall it after getting important work done.
aby,
I have scanned my installation of the latest product version 39703 and find not sign of the path you posted. This suggests that it is a path that no longer exists or is used. Having said that I would recommend that you DO turn off any other third party protection software you have installed and search your system again for this key. When doing so use the Edit-Find function of regedit while having the Computer selected as the target so as to search the entire registry. If you are able to find that key then tech support would need to be involved in the resolution.
Thank you. I did try another installation with the AV etc turned off with no joy then had a look again at the registry keys which were still persisting despite using the Acronis Uninstall tool. I discovered that the 'scheduler' key had permission denied and managed to change ownership to the Administrators and apply full control for them and SYSTEM. Once this was done and the key was accessible, the installation worked.
I've discovered a quirk with one of the jobs reinstated by importing my saved settings, as it is giving a XML parsing error on a line where there doesn't appear to be a problem in the script, but am working through the jobs to check the rest as some are working anyway.
aby,
Sounds like you are making good progress. When an install or uninstall goes goes bad all sorts of bad behavior can take place.
It may be necessary to recreate trouble tasks so that the internal database of the application becomes updated correctly to get things all working again.
Keep us posted with your progress.
Deleted the job and attempted to recreate it but now have a mismatched backup types error. Comparing the script to the one saved back in September for this job, there is a different uuid and in the <volumes_locations> section the dc= entry is 0 in the new one but 113 in the old. However can't correct anything due to permission denied even though when scripts had the wrong info in was able to correct them back in September. Does anyone know why this should be?
The UUID for a backup task will be created anew with the new task so the comparison is meaningless. I don't know what the dc= entry is off hand but for a new backup task which hasn't been run the <volumes_locations> would be reset.
I believe the active protection prevents access to the script files.
Editing the script files is a dangerous activity. I don't recommend it.
And, what exactly is the "mismatched backup types error" you received?
I would suggest creating a new backup task and test that the new task will run without issues. If all is good with the new task, then try reselecting both the source and destination options for each older existing task one by one, along with testing the same after doing so.
There should be no need to touch the underlying .tib.tis script files.
Thanks Bruno and Steve. I realised afterwards that the UUID had probably changed due to the task being recreated as a new job. The error on it is this one - appears at the bottom of the job when it tries to run. Clicking the link goes to an article that says the script needs to be manually amended. It does say in conjunction with support but my experience of them back in September doesn't fill me with confidence.
Have followed your suggestion Steve to create a new task to backup the existing data, which has a different name than the existing one that isn't working (after I checked through them all, they all worked with the exception of this one). It is actually backing up. So I don't know what the problem was with the existing one but that seems to be the workround. I made a copy of the script it created to look at that elsewhere and interestingly the dc= entry for that one reads 113 not the zero in the non-working one.
The replacement job completed OK so went into the website and deleted the old one. It's just as well that only one job gave a problem because as I discovered back in September when hardly any were working, it never reclaims used space when jobs are deleted even though this is done from the cloud in the web interface. Is this a ploy to get you to keep buying more space?
Aby, I would recommend deleting the problem backup task from both sides, your local PC and the Cloud. If you still see an issue with the space not being released then open a Support ticket direct with Acronis and ask them to clear it for you!
OK thanks Steve.