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TI2020 or now TI2021 will not open in Windows 10

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Hello,  my installation of TI2020 was working fine last week, but this week when I click on the icon in the system tray I get the pop up screen in the lower right hand corner and it's either black or white, but there are no status messages listed and no link to open TI2020.  When I double click on the TI2020 icon, nothing happens either.  When I look at the task manager, it appears all the appropriate tasks are running.

I tried uninstalling, using the cleaning tool after uninstalling, restarting the computer and then reinstalling with no change.  I also did the same and upgraded to TI2021 that I have a license for and still no change. 

I've searched through the forum for posts like this, but have not seen exact. issue.  Not sure if there was an update to windows that has broken the loading of TI?  Was hoping to get assistance from the community to get this resolved.

Thanks, Frank

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Frank, welcome to these public User Forums.

I am not aware of any issues that would prevent either ATI 2020 or 2021 from launching correctly & opening on Windows 10 - I have several different PC's using a mix of both these versions without any issues.

Has any new or updated software been installed on your computer since Acronis was working correctly?  Any new security applications / antivirus etc?

Acronis should always be installed from an Administrator user account in order to have the correct privileges, permissions, authorities etc, and if needed, it should be white-listed to any security applications to prevent these from interfering with its operation.

See the following KB documents related to this aspect:

KB 36429: Acronis Software: exclude program folders and executables from antivirus and other security programs

KB 46430: Acronis Software: Making Acronis Products Compatible with Antivirus Software

Hi Steve, thanks for the response.  There were several windows and other software updates that had been installed since I last used TI the weekend before.  The computer seems to be running properly and TI seems to be running in the task manager and in the system tray, but it will not physically show up on the screen if I try to run it so that I can trigger a backup.  I don't think that the existing AV program (Norton 360) had any updates since we last ran a backup so I'm not sure if the articles about whitelisting TI in Norton is the ticket. I checked the firewall settings in Norton and the following programs are listed as trusted:  Acronis Active Protection Service, Acronis Cyper Protect Agent. Acronis Cyper Protect Service, Acronis Updater.  Also, I'm not getting any notifications from Norton that it is blocking anything (normally it notifies me).  Also to isolate if Norton is the issue, I put norton Auto-Protect and Smart Firewall to sleep for 15 minutes and tried to run TI and still the program will not display on my screen.

If I click on the TI icon in the system tray, I normally get a pop up window that shows any TI messages and at the bottom there's a link to open TI.  When I click on it now, the pop up window comes up on the screen but it is entirely black and nothing shows.  If I click in the popup with the mouse I get a message to wait for a running process or end the process.

Additional data for consideration.  I tried to boot windows into safe mode with networking and was able to sort of get TI to boot up and display properly after it grumbled about the scheduler service not being able to be started, but I checked the service and it's not allowed to run in safe mode.  So TI is running on the machine, but something preventing it from loading and displaying on the screen.

Not sure what else I can do at this point since I've uninstalled TI2020, done the clean up, installed TI2021 and still getting the same result.  I just tried again today and still having the same issues.

Any other ideas?

Thanks,

Frank

Frank, are you running the latest build of ATI 2020 - I have a dim recollection that failure to install it could eventually result in ATI failing to run: the latest build is 38600 (11-Jan-2022), you can download it from your Acronis Account or here.

Ian

Hi Ian,  Thanks for taking a look at my issue.  I'm pretty sure that I was running the latest version, but then in an effort to resolve things, I uninstalled, ran the cleanup tool and then installed TI2021 since I had some of those licenses.  

I'm thinking that I might look at the start up tab in the services.msc and start unchecking applications to run at startup to see if there is something that is conflicting with my TI install.  Other than that I'm stumped.  Probably will try that tomorrow since I need to isolate one start up item at a time and then restart the computer.  I'm hoping that sheds some light on my issue.  Very frustrating...

Frank, when you reinstalled Acronis was this done using an Administrator account as required for correct operation?

Otherwise it does sound as if there is something else on your system which is preventing it from being launched correctly, which only taking your current approach of trying to isolate things one by one will help.

I am running both ATI 2020 & 2021 versions on my own systems on Windows 10 without any issues but am not using any third-party antivirus applications such as Norton (just Defender).

The Windows event logs may hold some clues if Acronis is able to post an event when it is being blocked?

Hello, So I tried to turn off applications one by one for the startup sequence (using Startup Apps feature in the Control Panel), and when I shut off the Huion Drawing tablet driver and rebooted, Acronis is now behaving and displaying normally.  That drawing tablet driver/application was one of the updates we did before TI stopped displaying properly.  Now all is well again.  Thanks for replying to my earlier questions and giving me your thoughts.

 

Frank