Cable modem constantly reset when Acronis is open.

Ian, welcome to these user forums,

What Internet Security programs are you using - the block(x64).bat is only for users running Windows Firewall, not for any other third-party firewall software where you would need to setup your own application rules to block the outgoing ports (5553 & 1900) for UDP protocol for the specific programs.

I have done this myself this morning because have seen a problem with my VirginMedia SuperHub cable modem/router where it has been rebooting itself but couldn't pinpoint this to only when ATIH 2017 was open as it was also doing this occasionally with 2016 installed and when not using ATIH at all.  I use Comodo Internet Security and had to go into the Advanced configuration options to set these rules.  So far so good but have a VM engineer booked to look at the modem next week.

Thanks for the reply Steve. I'm using Kaspersky Total Security.

Unfortunatel, I don't know how to block ports, so I've blocked the whole aplication "Acronis International".

This has worked and the modem has stopped crashing. (Guess I'll have to find out how to set up aplication rules.)

Many thanks for the help.

Ian, see webpage below:  this is for the 2012 version but you should be able to adapt to your installed version.

3. How to create a network rule for application

In order to create packet rule, perform the following actions:

1. open the main application window
2. on the upper right hand corner of the window, click Settings
3. on the upper left hand part of the Settings window, select Protection Center
4. on the left hand part of the Settings window, select Firewall

5. make sure that the Firewall component is enabled (the Enable Firewall box is checked)

6. on the right hand part of the Settings window, click Settings

7. on the Firewall window ,go to the Application rules tab

8. select the required application from the list and click on the Edit button

9. on the Application rules window, go to the Network rules tab

10. click on the Add button and specify the required parameters in the Network rule window

11. once the required parameters are specified, click on the OK button

12. click OK on the Application rules window

13. click OK on the Firewall window

14. click OK on the Settings window

15. close the main application window.

Ok, I spoke too soon on this one.  Despite having configured the firewall rules per KB 58630 to block outbound UDP to ports 5553 & 1900 for the specific ATIH applications, all seemed ok and ATIH 2017 was open and SuperHub working.

Went out this afternoon and shutdown ATIH 2017, came back and restarted ATIH and cable modem immediately went back into a reboot loop, dropping all internet access until I ended ATIH 2017 again!  Not only does this cause the cable modem to reboot but it also causes it to do a reset of all the settings too!

At present I can recreate this on demand, i.e. start ATIH 2017 - internet down / cable modem reboot loop.  stop ATIH 2017 - cable modem recovers with reset settings, internet back up!

Further update: Checked my Comodo Internet Security firewall application rules again and found that the rules for "%PROGRAMFILES(x86)%\Acronis\TrueImageHome\TrueImage.exe" had aquired a new default rule to allow any to any - see screen shot below!

Next quest is to work out how to stop CIS from adding the new rule when ATIH 2017 is launched!

Steve, can you re-order the firewall rules so the the allow is last - perhaps it won't matter if the blocks are set first?  Or, can you modify the task so that you use a generic (fals) Mac address for the source instead of the "any" that is currently there? If you disable the rule, does it automatically get re-enabled when you launch Acronis?  

Rob, I have moved the Allow rule to the last position so that the two Block rules will be fired first, and that seems to be working at present.

I tried modifying the Allow rule but all that happened was that a new rule was added with the default allow any to any again and put in the top position.

Another option was to simply block the TrueImage.exe program completely but wasn't sure if this would have any negative side effects?

I am having the exact same issue.  I upgraded from 2016 to 2017 last night and shortly thereafter my internet connection started to disappear.   Even the computers that were not accessing ATIH were going offline.

I spent alot of time on the phone with my cable provider and resetting my modem and that resolved nothing.  Only later on did I realize that it was related to the upgrade and that was because of confusion that I had with my subcription renewal. 

When I finally got someone to assist me, he kept disappearing for lengthy periods.  Finally I told him to call me which he did.  He connected to my computer finally via Team viewer, but even then disappeared for long periods of time.  After two hours I had enough.

I finally reached Comodo and they walked me through the settings as noted in the KB article.  Unfortunately, it does not work.   Again, as soon as I start up ATIH, boom, there goes the internet.

I think that Comodo is also adding firewall rules to mine, as well.  There has got to be a  better way to fix this.  I have now lost almost 12 hours of precious time and I am waiting a call back, hopefully.

Follow up.  I am using Windows 10 on System 64 laptops and also on a System 32 laptop.

Is there anything special that needs to be done to uninstall 2017 and roll back to 2016?

Thanks and sorry if I am hijacking the thread.  My problem is similar and I thought that I would chime in.

bocabean5 - before rolling back, in another post, Steve mentioned that in Comodo, he only had to put two firewall excdeptions in.  

Block UDP port 1900 Outbound 

Block UDP port 5553 Outbound

However, at the next launch of Acronis, and additional firewall port rule got created above them allowing that access again. He then moved that rule below and the two rules above are taking presidence and seems to be working again.  If you're up for it, give it a try.

https://forum.acronis.com/system/files/forum/2016/08/125182/2016-08-27_…

Otherwise, there is no direct downgrade.  You'd want to uninstall from control panel and then run the cleanup tool to make sure it gets the leftovers. Reboot for good measure and then run the full installer of 2016 again.  It sounds like the firewall rule fix will work though, if you're willing to give it a shot. 

Acronis is definitely aware of this issue right and I hope we see a fix published soon. 

OK,

I am going to give it another try.   I'll run it again on one computer and see how it goes. I'll let you know.

Thanks,

Here is the outcome on the 32 bit computer.

Not only did it fail, meaning that every computer in the house went offline again, the program somehow deleted all of the Comodo rules that I created for the 5 Acronis applications!   They're all gone.  I was hoping to see them there with a new rule ahead as discussed above, so that I could re-order them, but they no longer exist.

I really needed my Acronis to work this weekend and the timing of this couldn't be worse.  Lost almost 24 hours on this now.  Can't back up.  I want to do the downgrade to 2016, however when I looked at the link for the cleanup tool, I see that there is no tool yet for 2017 and i have no assurance that it will work with this version, using either the 2016 or 2015 versions.

I am not on Acronis' payroll and it shouldn't be my job to trouble shoot their product for them.   This has got to be a widespread issue.  We are not the only ones that are using cable modems.    

I initially contacted Acronis this morning to discuss my licensing question, which had to do with my subscription renewal that was due tomorrow (obviously for 2016).  When I started up the program last night and saw the message and it gave me the link to renew right away, the next thing I knew was that it was giving me the download for 2017 and charging me for the pleasure of it, with a different license.   My 2016 is supposedly still going auto renew, as well.

Very misleading.  The Acronis rep should have addressed this problem before discussing my licensing issue.  Fortunately, I have been the only person in my house for the past 24 hours.  If the rest of my family were home, they all would have been experiencing an internet outage as a result of this, and not very patient or pleased about it either.   

I have to roll back, I have no choice due to time constraints and cost.   I will cross my fingers and hope that the clean up tool works, but Acronis, I hope you're reading this, you owe me more than a good explanation.

I spoke with support again.   Waiting for an email tomorrow.  In the interim,  all of my computers are back on 2016 Perpetual license.  I can only recover from the cloud which is expired.

In order to renew the Cloud, it requires...get this... 2017, which puts me right back to a product that is not yet functional.

Let's see what happens.

I have the same problem.  Upgraded to on PC and the liscense didn't upgrade right away.  Decided to try the iPad backup.  My Comcast Gateway rebooted. THe next morning, I tried to backup my iPhone.  THis time it rebooted and reset the gateway. A day later I decided to try to add another PC and it rebooted my gateway.  To confirm that it was an Acronis proble, I waited until this morning with no one on my network and attempted the install again. Rebooted again.

THe first PC was an upgrade from True Image 2016 and seems to be running daily doing a nice incremental backup.  I guess that it doesn't need my gateway after it is running.  Since I haven't had Acronis running on my 2nd PC or the iPad or iPhone, I can wait for a fix from Arconis. Very disconcerting until you actually figure out what's happening.  And good to know there are others with the same problem.

Al

Thanks for the help so far. It is good to know others are having problems as well.

I tried Blocking Outgoing Ports 5553 & 1900, but that didn't help. (It's possible I didn't do it right.)

I've been playing with the Kaspersky Firewall and have found that I can cure the modem reboot by denying a resource from Reading in Application Network Rules

C:\Program Files(x86)\Acronis\Trueimagehome\Trueimage.exe

RESOURCE: WinSock2_Parmeters

HKLM\System\ControlSet???\Services\WinSock2\Parameters\*,,*

I have absolutely no idea on what impact this has on ATI 2017, but it may help on pointing someone to a permanent fix.

Thanks

Ian

For anyone using the Comodo Internet Security / Comodo Firewall, please see the attached PDF document showing how to configure this as per KB document: https://kb.acronis.com/node/58630 UDP outbound port blocking.

I checked out the KB article and went to my Firewall to add the block rules.  My firewall is asking for Local Ports and Remote addresses.  I am using AVG Antivirus Business Edition.  SCreen shot attached.  I can't save the rule unless I answer those 2 questions.  I am assuming the answer may be all but just wanted to check. For the Local ports my choices are - all ports, unrestricted ports or user selected ports.  For the REmote addresses, my choices are for All Networks, LOcal networks or really any IP address.  Thoughts?

Al Guden

I checked out the KB article and went to my Firewall to add the block rules.  My firewall is asking for Local Ports and Remote addresses.  I am using AVG Antivirus Business Edition.  SCreen shot attached.  I can't save the rule unless I answer those 2 questions.  I am assuming the answer may be all but just wanted to check. For the Local ports my choices are - all ports, unrestricted ports or user selected ports.  For the REmote addresses, my choices are for All Networks, LOcal networks or really any IP address.  Thoughts?

Al Guden

I believe you would say all ports, or you would restrict them to the same ones (5553, 1900) as well since the traffice seems to be inbound/outbound only on those.  Your firewall rule direction is also "in", but instead, these shoudl be "outbound" rules. 

Al, when I configured this for Comodo Firewall, the rules were for any source address, to any destination address, from any source port, blocking only single ports 5553 and 1900 outbound.

Steve

Thanks for the help.

I set it up with UDP out blocked on ports 5553 and 1900.  Then for the remote ports I selected all and for the remote address I selected all. I rechecked the 5 exes that I needed to block and all looked the same.  I rebooted the PC (just in case!).  Then when it came back up I tried the Acronis 2017 and the internet went down.  Came back in a few but I guess I out to report it.  I do have a support tick open.

Are you suggesting I only block the 2 ports on the remote addresses too?

See screen shot of my rule. Maybe something will jump out at you.

Al

Al, thanks for the screen shot but it shows that you don't have the settings correct yet.

From your image, you should be seeing:

For: protocol: UDP
   direction:  Out
   local ports: All
   remote ports: 1900, 5553
   remote address: All

Steve,

Much appreciated.  Fixed the 5 rules and the router didn't crash! Thanks so much for your patience.  Now to go do the same thing on my other PC. And I am sure that about the time I get that done, Acronis will have a fix/upgrade!

Al

MVPs, haven't we read about such issues in beta? I remember a guy having issues with his cable modem but it reads to be very uncommon.

Steve,

I am extremely confident that I had set the Comodo rules exactly as you described and they still did not work.

I tested the scenarios across three different machines and each one still caused the router to disconnect.

Now this morning it appears that I have received emails from support, probably telling me what I already knew, which is that I do indeed have a 5 computer 2016 perpetual license that I can use (which I already reinstalled last night), but I am still in the pickle of what to do about the cloud.

In addition, the supposed expired subscription service also renewed last night, but you know that this is going to mean that I need to use 2017, so back to the exact same issue.

I have lost far too much time to worry about this right now and I am focusing on my business needs first.  I cannot afford to pay for the priviilege of being my vendor's unsolicited guinea pig, for which I have to pay for the privilege!    Hoping that they resolve this somehow and properly communicate it.  In the interim,  I will see if I can recover my cloud based backups so that I can park them elsewhere while I either continue with the perpetual 2016 licenses or find an alternative product.  Good luck everyone.

bocabean5, I have updated the PDF document with further screen images of how I have configured Comodo which is working OK for me without causing my cable modem to reboot.

Thank you Steve,

I will take a look at it.  I spoke with Acronis a short time ago and they are supposed to be calling me back in an hour or two.   Out of deep frustration, I did look around the Internet for a competitive alternative, however I do not think that any of the other products out there come close.  

I am hoping that this can get resolved soon.  Right now I have to go back to the real world of earning a living.

Thanks again.

All this makes me glad that I do not use my Netgear Modem/Router as a router; I have a top of the line Asus router (added advatages of USB 3 ports and AC wireless) doing the routing. Its firewall is not causeing any issues with Acronis. I have minimum security settings on the Netgear because the firmware firewall with anything other than minimum settings cuts off internet access. My ISP claims this is not a problem as they do firewall at their end. Unfortunately for experiece that is not the case. One of my PCs was hacked. Fortunately I was able to recover a recen backup from Acronis Cloud.

Ian

Ok Steve and Friends,

Latest update.  The good news:  I got it to work, on this computer, thanks to Steve's explanation.   The missing pieces were:

1) making sure that the 5 applications were moved all the way up to the top of the Application Rules food chain.  That took an enormous amount of mouse clicks on the move up button (as well as doing a search for "TrueImage". 

2) In the applications themselves,  putting back in the UDP blocks on 1900 and again on 5553 and moving them to the top, above any other rule that showed up.   

Interesting, considering that I just allowed the support tech to try again about an hour ago via TeamViewer and he witnessed the program failing and knocking out the internet.   I tried to get him to look at Steve's PDF, but he obviously did not closely follow it either.   He did tell me that he was going to send me an email with instructions on how to document the error message (which ironically must be produced within the faulting program), after which I am supposed to send it back.

The not so good news:   Still no answer on the fate of my unneeded plan change.   The worst part of this is that Steve's method, which does indeed work, takes quite some time to configure.   One machine is not so bad, but if there are multiple machines, better have a doctor on standby after you get carpal tunnel from clicking the mouse a million times to move the applications up the food chain.  

bocabean5, please see the Comodo webpage: https://help.comodo.com/topic-72-1-623-7721-Manage-CIS-Configurations.html which shows how to backup your Firewall configuration data using Export which will allow you to port the same changes to your other machines by doing an Import of the data.

Steve

Thanks again. I added the firewall rules and it works fine.  Did my 1st Acronis 2017 backup and all went as expected. Thank you for your help.

Al

Al, glad all is working OK for you.

For anyone using Comodo Internet Security and configuring the firewall rules per KB 58630 please be aware of the differences between 32-bit and 64-bit systems if using the CIS configuration Export / Import utility, as the program location for the Acronis programs is different, C:\Program Files\Acronis... (32-bit) versus C:\Program Files(x86)\Acronis... (64-bit), as I found out when my Samsung Netbook was turned on today and the cable modem immediately rebooted because I had forgotten I had put the ATIH 2017 Beta on it!  The Netbook kindly told me that ATIH 2017 had an Update available so I imported the CIS Config from my Dell laptop forgetting it was 64-bit, and the problem repeated when I restarted 2017!
Known in the trade as a 'Senior moment' though I guess I qualify as a pensioner!

Good job Steve!

New twist to this issue found when trying to submit feedback for post: https://forum.acronis.com/forum/125087 where I was able to recreate the problem for that post but then the modem rebooted immediately after trying to submit feedback / create an Acronis System Report.

It seems that either the Feedback tool or the System Report utility uses different programs that access remote UDP ports 1900 and 5553 than are advised to block in the KB 58630 document.

Update: Added a further firewall rule for C:\Program Files (x86)\Acronis\TrueImageHome\SystemReport.exe for outbound UDP remote ports 1900 and 5553, then able to run Acronis System Report without losing the cable modem.

Further added blocks on same ports for C:\Program Files (x86)\Common Files\Home\report_sender.exe & as_stat_report.exe then tried sending Feedback again successfully.

Hi everybody,

Just installed ATI 2017 over 2016.

I have Bitdefender Firewall.

ATI 2017 is constantly crashing my modem.

I have tried everything that is said here, but I cannot set so precise rules with Bitdefender.

How can I roll back to 2016 please ? 

Very disappointed with the upgrade.

Thanks,

Loulou

Loulou, please see the Bitdefender Internet Security 2016 User Guide and page 118 where it shows how to configure Application Rules but where you should be able to locate the main TrueImage.exe program and check what rules are already present for that.

The key here is to add the two new rules to block outbound UDP traffice to remote ports 1900 and 5553 and then move these rules ahead of any existing rules.  If you can do this for TrueImage.exe, then you should be also to do the same for any of the other programs listed in the KB document too.

In terms of rolling back to 2016, this will depend on whether you have a backup image taken before installing 2017, if so that may be the easiest method, assuming you are comfortable with restoring your OS partition back to how it was.  You would potentially lose any changes for documents, email etc that have occurred since the backup was made.

The alternative, is to fully uninstall ATIH 2017 via either the Control Panel or using a program like Revo Uninstaller, then run the Acronis Cleanup tool from the link in my signature, restart the computer then reinstall ATIH 2016 by downloading a fresh copy of the installer from your Acronis Account online.  If this is an upgrade version, then you will need the serial number for both 2016 and a prior version to activate 2016 again.

Steve,

Latest update.   I followed the instructions on exporting the settings from Comodo so that I could import them into my other computer.   Unfortunately,  the backup was done from a 64bit computer going to a 32 bit computer.   Therefore the settings were not quite the same.

I have not yet had an opportunity to manually reset them again on the 32bit machine.  My concern is that the settings are disappearing in Comodo.   I'll have to investigate that further over the weekend.

Loulou, I tested a trial copy of Bitdefender 2016 and was able to get it to block the main TrueImage.exe program which was causing my cable modem to reboot over and over - see attached PDF document showing the steps.

Bitdefender does not seem to want to recognise when rules are added to block individual ports and ignores these in favour of the more general rule that is created when ATIH is launched.  Blocking just TrueImage.exe is sufficient to stop the cable modem from rebooting but it has the further effect of preventing access to the Acronis Cloud / account login / updates etc.

ATIH will still backup to local and network drives with the main application blocked by Bitdefender.

Hi Steve,

Thanks for your 2 last messages (+ attached files) concerning my issue with ATI 2017 and BitDefender.

Earlier today I followed what you said and denied outbound UDP access for trueimage.exe and prl_report.exe (I couldn't find the 3 other files).

It is true that Bitdefender doesn't seem to remember the ports when you access advanced configuration.

Anyway, the good news is that ATI is working and backing up right now to Acronis Cloud (funny that you can't backup to cloud on your side, maybe a different configuration from mine).

The only thing that is missing once I launch ATI is info regarding ATI for Android which I use.

Do you think Acronis is working on an update to fix all these problems with ports, etc. ?

Kind regards,

Loulou

Loulou, glad to hear that you have this working for you with Bitdefender - it was my first encounter with using that firewall so I guess that I may not have discovered all the nuances it offers!

I am sure that Acronis are working on this issue as quite a few users have reported it, plus they issued the KB document advising the ports and programs to block!  I also gave it a mention in a recent private message to one of the Acronis Support Engineers as I discovered that trying to send feedback on a different problem with an Acronis System Report also crashed my cable modem until I added further blocks as I wrote in post #35 above.

Update.

32bit seems to be running steady after recreating Application Rules.  I am running an "Entire PC" backup to the Cloud and although it is going to take a while, it is running.

No computers have been knocked off of the internet.

I hope it makes it through to the end of the backup!

bocabean5

bocabean5, hope the cloud backup is running smoothly and completes successfully for you.  

My systems have been fine in terms of not causing my cable modem to reboot when I use ATIH 2017 since adding the firewall rules, I have tested with just 2 rules on one of my systems (trueimage.exe and systemreport.exe) and haven't had any problems so far and there have been no new rules for the other Acronis programs listed in the KB added automatically by them wanting to access the internet.  

System Report isn't mentioned in the KB document but it will knock the modem over if run as it runs network tests as part of the data collection!

I've just upgraded 16 to 17 and also find it kills my Virgin Broadband.  Uning W10 with Windows Defender - no separate anti virus.

This is not acceptable.

At very leaset the release notes should advise if changes to MS firewall required.

I've just upgraded 16 to 17 and also find it kills my Virgin Broadband.  Uning W10 with Windows Defender - no separate anti virus.

This is not acceptable.

At very leaset the release notes should advise if changes to MS firewall required.

George, I totally agree and am also a Virgin Media Super Hub user and have hit the same problem.

The good news is that as you are using Windows Defender, and thus also Windows Firewall, there is a small batch file that you can download from the following KB document: 58630: Acronis True Image 2017: Internet Connection Lost At Acronis True Image Startup

Download the appropriate script file for your version of Windows OS, either 64-bit or 32-bit, then extract the files from the zip file and run either the block(x64).bat or block(x86).bat which will modify the Windows Firewall as needed. There is also another batch file - unblock.bat - which will reverse the changes made if necessary.

Hopefully Acronis will produce a fix for this problem soon.

Thanks Steve,

I've run the BAT file and it has circumvented the problem. 

Now I shall wait until the scheduled backup time and see if it works!

George, glad to hear the batch command file worked for you, there shouldn't be any problem with your scheduled backup related to this particular issue.

If you encounter other problems following the upgrade from 2016 to 2017, then please raise a new topic by clicking on the button for the same at the top of the forum list.

This is ridiculous. This is another reason why I stayed at 2016. Not to mention the inabilty to convert all of my current licensing. This resembles an issue I had with DrivePop Cloud Backup. It would intermittently steal all of my network bandwidth. I had an Xfinity internet engineer at my house who finally found the computer. Then I linked it to DrivePop. Removed DrivePop. Problem solved. Why didn't this problem show up in Beta?

There were 2 people who report this behavior in beta testing (in the forum) - via different threads.  It looks like the issue is specific to certain cable modems only (for instance - seems to be that some Virgin Mobile users are experiencing it, but only a hadndful).  Really not sure why the cable modems themselves are impacted by using these firewall ports.  As far as I can tell, there are no US persons experiencing the behavior and there are roughly 5-10 reporting this in the forum now, but overall, is a very small percentage.  The provided KB article (work-a-round) does work if using the standard Windows firewall, but needs to be implemented manually if impacted and using a 3rd party firewall since the KB article is to block the used firewall ports in Windows only.  When you have thousands of customers and an issue impacts less than 1% of them, it can be difficult to find all of these issues.  Even Windows, Apple, Adobe and JAVA run into issues that updates create for some systems that don't impact everyone.  I do hope that the isssue is permanetly resolved in an update for those impacted so that the work-a-round is not necessary!