True Image 2018 Hangs on Multiple Machines
But in different ways. On one machine, trying to turn on protection, TI sits on "Connecting to Service..." for hours until I get tired of waiting and just shut it down.
On another machine (attempting to find somewhere to get a version / build number) Generate System Report sits there with the spinning activity indicator for hours until I get tired of it and shut it down.
Also, on all three machines, Acronis takes over two minutes to start after you double-click the desktop icon.
NOTE: I do not have an online / cloud backup account (on purpose - if it is online, it is NOT safe no matter who tells you what) so I have no idea what the first machine thinks it is connecting to, and why an online connection is necessary to turn on Active Protection.
Any ideas on how to find version / build info and how to get rid of these hangs and performance issues?
wmc, if you can get to the ATI 2018 main GUI panel, then the product version / build information is shown on the Account page in the GUI as shown below from one of my computers:
Renata has replied for your other issues, but please ensure that you have the Acronis Active Protection Service running on the computer that has a problem turning on AAP. You should open either the Services.MSC or else click on the Services page tab in the Windows Task Manager to see the status of the service.
Note: ATI should be installed from an Administrator account to ensure the services and processes have the necessary privileges for the tasks they are to perform.
In reply to Hello wmc,… by truwrikodrorow…
No files in C:\ProgramData\Acronis - just dirs.
Attached is the last log for the machine that can't enable Active Protection. (A bit shorter wait than originally endured, but hopefully representative enough to define the solution.)
Other machines have between 2 and 16 cores for 4 - 32 threads, plenty of unused RAM and sub- 10% capacity used on each when observing Acronis TI 2018 UI open behavior.
Unfortunately I'm heading out of town with the machine that can't activate Active Protection - probably should have waited until return to report. :^{
wmc, thank you for the anti_ransomware log file, this looks to me to show a working system with AAP starting up, running and then after checking all the active system processes, being shutdown normally (at system shutdown).
The hanging System Report tool issue is well known and due to be fixed when ATI 2018 update #3 is released (hopefully soon).
I believe update 3 has now been released (build 11530) - got a pop-up on one of my systems about it this morning (Melbourne Australia time).
Just got back from busy trip with the laptop. Early in the trip TI 2018 auto-updated. When it restarted after applying the update, the Active Protection indicated it was on, and the TI - AP screen show the "real-time" / history info as expected. It appears that problem is solved with one minor glitch: AP appears to prevent use of Microsoft Solitaire and Mahjong games. The UI does not update properly, and audio is out of sync. However, simply turning off AP allows their use, so no real big deal there.
However, on the main workstation, when I fired it up today (first time in 8 days) it both tried to update and perform the weekly backup it missed. Almost 100% disk utilization and very high CPU utilization even after the update. I made two attempts to execute the backup and had to give up after more than an hour each time as it wasn't backing anything up despite the disk and CPU usage.
I don't believe this is an Active Protection issue and when I went looking for a log in C:/ProgramData/Acronis sub dirs to send along, there appeared to be many choices. To avoid an unnecessarily large 'data dump', perhaps y'all could suggest a specific set of logs to send regarding these two failed attempts to execute a backup that worked previously. Note that during these two attempts that I stopped after an hour or so, opening other applications or things like File Explorer were incredibly slow (like several minutes from click to their UI appearance on screen) and screen refresh, scrolling etc. was also incredibly slow. (NVidia Quadro M4000 graphics card). See attached screen grab of activity tab for the failed and earlier successful attempts at this weekly backup.
Please download the MVP Log Viewer tool and use that to access any of the logs - the default opening page is to the backup (ti_demon) logs.
Steve,
Thanks for the log-viewer pointer.
Attached is a screen shot of the second attempt that I terminated after an hour.
Thanks for the screen image of the log - this just shows that you waited just over an hour then terminated the backup task, where you are a full backup image of multiple source partitions, so would suggest leaving it for a longer period and checking for signs of disk activity for your target G: backup drive as well as indications that the computer is processing the backup data. If you are watching the main ATI GUI where the task has focus, then you should also see some evidence of progress shown there.
Steve,
The backup I tried to run manually was my weekly scheduled differential backup of the SYS partition - at least that is what I THOUGHT I tried to run.
Anyway, this backup ran at its normally scheduled time, and it looks from the log like it was the time to do a full backup and delete the differentials as per my settings (full version after 5 differentials, delete chains older than 30 days - dumb settings, perhaps, but what can you expect of a 'stupid user', eh? :^} Based on a 2 TB SYS: partition, the times look reasonable to me. (See attached log image.)
So I did some digging and it appears that during the abortive attempts, McAfee was running a full scan to make up for a missed scan while I was away and the machine was off. Further investigation suggested that there is a McAfee module that is chewing up inordinate amounts of CPU and disk resources, especially on systems with NVidia cards. McAfee appears to be aware of the problem and looking for a solution, so I think we can say my TI 2018 installation (latest version) is now working correctly on all my machines.
The only remaining "nit" is the interference of Active Protection with some Microsoft / X-box game apps on Windows 10, but that is no big deal. I can simply turn off AP, play to boredom, then turn AP back on when finished.
So thank you to you, Renata, Ian et. al. for your patience and help
Thanks for the update, glad that you look to have got to the bottom of this issue and hope that you get a resolution to the McAfee performance impact aspect of this too.