Many Issues with Acronis True Image Home 2018
I recently "upgraded" to 2018. I was a happy user of 2012 for years, then I "upgraded" to 2016 which was a huge step back in terms of reliability and control with the horrible, dumbed down interface.
With 2018, at least we get some small portion of the log/results back.
Here are the top 3 issues I have 2ith 2018:
1) The obnoxious "Active Protection" service. I don't want this. So I turned it off after installing. And it never turned off. I tried turning it off from the main window and from the system tray icon. Turning it off from the system tray icon showed that it was off, but turning it off from the main window showed that it was still running. Turning it off from the main window caused the main window to hang, and it never turned off. I had to disable the "Acronis Active Protection (TM)" service entirely, then reboot. And once I rebooted, the system tray icon yelled and screamed at me, saying things were broken, I should try reinstalling, or I should reach out to support. No, you stupid icon, I just disabled the thing I didn't want because disabling it the official way does not work. Since the icon wouldn't shut up, I had to disable it as well. That's TrueImageMonitor.exe from msconfig.
2) The ridiculous amount of services and background programs. I've already mentioned the "Acronis Active Protection (TM)" service and TrueImageMonitor.exe, but there's also "Acronis Managed Machine Service Mini" (more on this later), "Acronis Mobile Backup Server", "Acronis Mobile Backup Status Server", "Acronis Nonstop Backup Service", "Acronis Scheduler2 Service" (listed in services and in msconfig), "Acronis Sync Agent Service", and "Acronis TIB Mounter".
At least the "Mobile Backup" services are set to "Manual" instead of "Automatic" startup. But why do I need so many services? I'm not using "Acronis Nonstop Backup". I'm not using "Acronis Sync Agent". I'm not using any cloud services. I can't even figure out what "Acronis Managed Machine Service Mini" is supposed to do other than slow my computer down to a crawl .
"Acronis Managed Machine Service Mini" seems to spawn a process called mms_mini.exe which adds a 2 minute, 40 second delay every time I boot my PC. Once it starts, everything requiring UAC elevation or some admin privleges (such as showing all processes in the task manager, launching a browser like Chrome or FF that has updates to install, launching Steam in online mode, etc.). I only get actual control over my PC once mms_mini,exe has read about 1.4 GB of data. I don't know what it's reading or why. but it's always about 1.4 GB, and I can't do squat with my PC until it decides it's done.
What the hell is "Acronis Managed Machine Service Mini" and "mms_mini.exe" and what is it doing? Why is is delaying every boot by so long? What is it reading and why? What are the consequences of disabling it?
3) I have no clue what my backups or doing and no confidence in being able to access them if I need them in a critical moment. I have a full system backup (with a handful of exclusions) set to run daily at 6 PM in Incremental mode, creating a new full version after every 7 Incremental versions.
12/18 12:40 AM (after installation and setup): Full, 74 GB. This one has a file name ending in "_full_b1_s1_v1". Everything seems fine.
12/18 9:27 PM (presumably after booting my PC for the first time after 6 PM that day): Full, 66.8 GB. This one has a file name ending in "_full_b1_s1_v1-2". What happened? Why did it create a second Full backup? Why is it called "v1-2"? (I do NOT have the option to never delete the first backup enabled.)
12/19 6:24 PM: Incremental, 378 MB. "_inc_b1_s2_v1". Back to normal?
12/20 11:35 PM: Full, 68.6 GB. "_full_b2_s1_v1". Why did it start a new backup chain after only a single incremental backup? I have it set to do so after 7 incremental backups.
12/21 - 12/24 are normal, with 12/24's backup running at 6:01 and resulting in a 623 MB incremental file ending in "_inc_b2_s7_v1".
So 12/25 should be a full backup, right?
Nope, on 12/25 I have no backup. Checking the Activity tab shows an error stating "Failed due to an error on Monday, December 25th, 2016, 6:56 PM Cannot open the backup.".
Beyond that mess, I have an issue actually accessing them. My preferred method is to mount the backup image as a drive. But doing so simply doesn't work. Half the time I get an error about mounting, and other times it just fails silently. I have found that trying to mount it via a UNC path (\\device\share\file.tib) vs. a drive letter mapping (Z:\file.tib where Z is mapped to \\device\share) exhibits different behavior. I can't remember which works and which doesn't.
Also, I ran into an issue with my existing backup set created in TIH 2016. I absolutely could not mount it or recover files from it. Every time I tried, it would tell me it coudln't find version X, and I'd have the option to Ignore the error or Browse for the file. The problem is it tells me it wants version X, but I have no clue which file that corresponds to in the Acronis scheme. For example, I have b100_s1_v1 to b1_s7_v1, then b101_s1_v1 to b2_s7_v1, etc. Clicking Browse and pointing to any of the files just resulted in the error over and over again. (As you can see, I have a backup set going back years, but I only keep the latest 4 or 5 version chains.) Clicking ignore resulted in an error for the next version, and it would eventually loop through many, many times. I'm guessing it was looking for the very first backup set, long since deleted by the automatic cleanup process. I have no clue why, since I was trying to mount the most recent Full backup, which should be self-contained.
Eventually I gave up, archived my existing backups, and created a new backup task using the same settings. The results of that are detailed above.
And of course the icing on the cake is that Acronis Support has not responded to my support ticket regarding the bootup delay caused by mms_mini.exe.
Acronis 2018 is a dud in my book. I have half a mind to go back to 2012.
For backup file naming, it states:
"If you are creating a new backup, and there is already a file with the same name, the program does not delete the old file, but adds to the new file the "-number" suffix, for example, my_documents_inc_b2_s2_v1-2.tib.".
I wasn't creating a new backup with the same name. I merely let the existing scheduled backup run, and I ended up with a second, full backup with a name ending in "v1-2.tib".
According to that page, Acronis Managed Machine Service Mini "Communicates with Family Dashboard".
What does that mean? What is the "family dashboard"? What is it communicating? More importantly, why does it read 1.4 GB of data on every boot and prevent me from doing anything the requires admin context or UAC elevation?
I used to be able to view full log details in 2012 and they killed that ability off in 2016 (or perhaps 2014, but I didn't use 2014). With 2016, I just took to viewing the log files manually. The same goes with 2018. And they don't provide any more meaningful info. (The same goes for their VMware product, but that's a whole other issue.)
I don't manually delete TIB old files, I use automatic cleanup. If I do need to manually delete old TIB files, such as when backups start failing or complaining about the existing files not being found (despite bing in the same folder and being perfectly valid), I move them to a separate location for safe keeping, then create a brand new backup task using the same settings. Additionally, my backups validate after each run.
Brian, only the log files may be able to show why you ended up with the v1 and v1-2 backup files - there must have been a reason why ATI did this, i.e. it can happen if a restore is done that includes the C:\ProgramData\Acronis folder path / contents, or if there was a problem with the internal database files where this information is recorded.
The Family Dashboard is used to help users monitor their backup status via the Acronis Cloud web pages, which is a part of more recent versions of ATI but is optional as to whether you want to use it. The only information that ATI communicates to this dashboard is the status of your backups as listed in the ATI GUI for any computers where you have ATI installed and signed in to your Acronis account using your account credentials. The information in the dashboard is only available when your credentials are used to access it.
If you do not want to use this feature then use the information in the previous KB document I posted a link to and disable the service / programs used by it.
The lack of an integrated method of viewing log files has been a long term gripe by most users since this was removed in the redesign from ATI 2015 onwards. The MVP community produced the MVP Log Viewer as a standalone log application to give back some of this function without the need to install any software. It also renders the log data more easily readable, converting date/time stamp information etc.
The logs don't indicate any reason. It just shows that it's creating a full version. No restore was done. This was a scheduled task that ran automatically at the scheduled time after the first (full) backup was created.
2017-12-18T20:41:52:655-08:00 2628 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2017-12-18T20:41:52:665-08:00 2628 I00640002: Operation xxx started by schedule.
2017-12-18T20:41:53:265-08:00 2628 I00640000: Backup reserve copy attributes: format tib; need_reserve_backup_copy false;
2017-12-18T20:41:53:285-08:00 2628 I013C0000: Operation: Backup
2017-12-18T20:41:53:295-08:00 2628 I0064000B: Priority changed to Low.
2017-12-18T20:41:53:995-08:00 2628 I000B03F0: <bold>Create Backup Archive</bold><endl/><tabpoint value=30><indent value=4><textcolor value=0x00ff0000>Password Protected</textcolor><endl/>From: <indent value=10><textcolor value="navyblue"></textcolor></indent><indent value=4><endl/>To file: <indent value=10><textcolor value="navyblue">"\\DEVICE\Path\xxx.tib"</textcolor></indent><indent value=4><endl/>Compression: <indent value=10><textcolor value="navyblue">Maximum</textcolor></indent><indent value=4><endl/>Exclude: <indent value=10><textcolor value="navyblue">Files matching mask</textcolor></indent><indent value=4><endl/>Match criterion: <indent value=10><textcolor value="navyblue">hiberfil.sys, pagefile.sys, $Recycle.Bin, swapfile.sys, System Volume Information, *.tib, *.tib.metadata, *.~, *.tmp, *.db3-journal, C:\Users\Brian\AppData\Local\Temp, C:\Users\Brian\AppData\Local\Microsoft\Windows\Temporary Internet Files, C:\Users\Brian\AppData\Local\Google\Chrome\User Data, C:\Users\Brian\AppData\Local\Opera Software, C:\Users\Brian\AppData\Roaming\Opera\Opera, C:\Users\Brian\AppData\Local\Mozilla\Firefox\Profiles, C:\Windows\CSC, zzzzzzz</textcolor></indent><indent value=4><endl/></indent><endl/>
2017-12-18T20:41:54:125-08:00 2628 I000101F8: Pending operation 173 started: 'Creating partition image'.
2017-12-18T20:44:06:853-08:00 564 I00640000: Writing full version to file: xxx_full_b1_s1_v1-2.tib
2017-12-18T20:44:08:876-08:00 2628 I000101F8: Pending operation 173 started: 'Creating partition image'.
2017-12-18T21:27:54:371-08:00 2628 I000101F8: Pending operation 173 started: 'Creating partition image'.
2017-12-18T21:27:54:891-08:00 2628 I00640000: The following backups have been successfully created:<endl/>"\\DEVICE\Path\xxx_full_b1_s1_v1-2.tib"
2017-12-18T21:27:55:418-08:00 2628 I000B0402: <bold>Validate Backup Archive</bold><endl/><tabpoint value=30><indent value=4>Location: <indent value=10><textcolor value="navyblue">"\\DEVICE\Path\xxx_full_b1_s1_v1-2.tib"</textcolor></indent><indent value=4><endl/></indent><endl/>
2017-12-18T21:27:55:420-08:00 2628 I000101F8: Pending operation 4 started: 'Validate Backup Archive'.
2017-12-18T21:58:06:056-08:00 2628 I013C0006: Operation has succeeded.
Take a look at the attached screenshot. mms_mini.exe uses 2:39 of CPU time and reads 1.4 GB of data every time I boot my PC. It prevents me from doing many things, as I've mentioned. I can't launch a web browser like Firefox or Chrome if it's got updates to install or wants to fire the update checking process. I can't do anything that requires UAC elevation. I can't open Steam. Even Microsoft Security Essentials doesn't fully start up until mms_mini.exe is finished doing whatever it's doing with 1.4 GB of data.
What exactly will happen if I stop the "Acronis Managed Machine Service"? None of the documentation pages actually state what functionality it provides or what depends on it.
I also have ati_mms_addon_... log files filled with constant errors such as:
Registration attempt. login=my@email.address
BaasUri=https://trueimage.acronis.com:443
Registration error! Next try in 16 minutes
As for the "cloud" services, what do I need to disable to fully stop them? I will never use them. All I want Acronis to do is run scheduled backups and have the ability to mount / explore / restore from backups. For now, I've signed out of my account within Acronis.
As I'm looking into things more deeply, I'm finding more things that don't look right:
For example: C:\ProgramData\Acronis\TrueImageHome\Logs\ga_service\ has a bunch of log files in it that indicate "GA service started in telemetry sending mode." and "GA service finished.". What is this service doing? I have the "Acronis Customer Experience Program" option disabled in Acronis.
Also, C:\ProgramData\Acronis\TrueImageHome\Logs\ti_console\ has ti-analytics log files stating "GA client started (application: ATI2018 module: console session: ...)".
Is Acronis really running analytics/telemetry on my machine even though I've disabled the option?
ti_console.log shows an error regarding internet connection every few minutes, despite the fact that I'm online and I'm not blocking Acronis in the firewall at all .
2017-12-29T10:00:17:125-08:00 7156 W01900002: Error 0x1900002: No Internet connection.
| trace level: warning
| line: 0x54350d6c765236b7
| file: c:\bs_hudson\workspace\222\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614
| function: TrueImage::Managers::ObManagerImpl::GetTraveller
| line: 0x54350d6c765236b7, c:\bs_hudson\workspace\222\products\imager\home\managers\impl\ob_manager\ob_manager_impl.cpp:614, TrueImage::Managers::ObManagerImpl::GetTraveller
| $module: ti_managers_vs_10410
2017-12-29T10:00:17:217-08:00 7156 I00000000: MandatoryLoginController::Show( Scenario::MANDATORY_LOGIN )
And a fun one: C:\ProgramData\Acronis\TrueImageHome\Logs\ti_demon\ Shouldn't that be ti_daemon, not ti_demon?
Brian, what version of Windows OS are you running here? The task manager screen shot looks as if from Windows 7 as is very different to that for Windows 10 that I see.
I have never seen the mms_mini.exe process taking any significant amount of CPU or Disk activity, so if this is the case for you then I can only suggest two approaches here:
- Try doing either a Repair install for ATI 2018, or try a full clean install after first running the Acronis Cleanup tool to remove all traces of the current or previous versions.
- Open a Support Case direct with Acronis and let them investigate these issues with you.
Regarding ti_demon versus daemon, that is purely down to Acronis and their developers with their command of the English language.
In essence, you can stop all Acronis Services apart from the Acronis Scheduler2 Service which is the one required service for the application to work.
List of Processes and Services and what they do HERE
That link has already been posted. It does not actually explain anything, nor does it say why mms_mini.exe is hanging my PC at boot.
Yes, I run Windows 7.
I submitted a problem report weeks ago and did not get any response. I've now opened a formal support ticket.
For now, I've disabled every service and process besides the scheduler and TIB mounter. At least my PC boots normally. We'll see if the backups run successfully.
Brian, thanks for opening the support case. If by submitting a problem report, you mean you used the Feedback tool in the GUI, then this will never result in Acronis contacting you in 99% of cases. Feedback is logged in the Acronis internal system and you may get an acknowledgement that it has been received, but nothing more.
If you look at the MVP User Tools and Tutorials link here in the forum, you will find some batch scripts that can be used to quickly stop, disable and enable/start the Acronis Services if you would wish to use them. They can be useful as the Services will be reset by any new build upgrades for the product.