Latest version causes constant hard drive access by mms_min.exe and trueimage.exe
Been fighting this for weeks, support has been horrid to help despite sending tons of information, screen shares etc.. Uninstalled/reinstalled 2-3 times, followed the following steps and reported the following to acronis..
Radio silence for 2 weeks.. then they come back asking for a screen share, which produces nothing but confusion by the support agent.. 2 more weeks of radio silence and i get the "we assume you aren't having this problem anymore email".. responded 5 days ago... radio silence.
Please advise based on the following:
1. uninstalled Acronis
2. used the acronis cleanup utility
3. rebooted
4. performed reinstall with the latest version
5. Install wasn't yet completed and immediately all 3 drives were being checked. With procmon I was able to trace it back to mms_mini.exe.
6. Once the install was completed turning off the acronis managed machine service mini stopped the behavior
7. Log titled logs mms_mini.exe.txt.PML uploaded to ftp server that shows the constant queries to each drive.
8. No activity on hard drives at this point 9. started trueimage program, as soon as it started activity immediately began again.
10. Log titled logs trueimage..txt.PML uploaded to ftp server that shows the constant queries to each drive.
11. As soon as I close out trueimage program activity stops
12. screenshot.jpg shows task manager; uploaded to ftp server
The activity appears on SSD or HDD; on the SSD its not as much as a hit, but its still ridiculous.
Thanks!
Hi steve.. I have a standard 1 year renewable license (premium) and it is build 30480, i have cyberprotection turned off.
Few other tidbits:
1. it takes upwards of 2-3 minutes to load trueimage
2. Win defender is turned off
3. I have avast antivirus, free edition with no other options turned on
4. Attached a screenshot of the procmon logs. It repeats this over and over and over again.. never stopping. Its looking for /ntldr and /bootmgr on all the drives constantly.
Thanks for your help!
Todd, thanks for the further information.
Is TrueImage.exe active even when the ATI 2021 GUI is not launched / open?
I have the same ATI 2021 Premium edition installed and only see TrueImage.exe active in Task Manager when the GUI is launched (or when a backup task is active).
Looking at Procmon filtered to just TrueImage.exe and MMS operations, I do see regular activity by these but don't see any significant impact of this on my SSD / HDD drives or CPU, also not seeing any entries for NTLDR etc though am seeing occasional access to other root drive folders.
I have all the 2021 Protect features turned off and am using Windows Defender. Most access by TrueImage.exe is going to the C:\ProgramData\Acronis folders, in particular accessing .CRT certificate files for my Cloud backups, or else MMS is looking at Notary Storage for some reason though I have never used that feature and cannot think of a reason to even have it?
Procmon by its nature shows thousands of entries occurring at very low level in the OS and can be an unnecessary source of alarm for users who don't understand that every PC will have such background operations running constantly for active programs and the OS. I would be more concerned if I was seeing evidence of high CPU or SSD/HDD activity that could be traced to these ATI applications, but currently on my PC, FireFox seems to be the main driver of such activity as my main browser responding to forum posts.
Well here we are, a new build.. still the same problem.
I'm at a loss.. Support just keeps asking for the same logs over and over again, they are essentially useless at this point.
To answer your question, TrueImage is not active; when i run the program all drive activity starts to go haywire. As soon as I shutdown the program all goes back to normal. Scheduled backups run and execute with out issue and do not exhibit the constant ping of all HDs and SSD.
Again, the same thing happens if I run the acronis managed machine service mini from services.msc; i have to turn this off otherwise my PC helpless.
Todd, I would recommend doing a full uninstall of ATI 2021 and then doing a new clean install of the same to see if that fixes any issues that may have arisen from upgrading from earlier versions of ATI?
The MMS service should not cause these performance issues as is only intended to be the method of communication from the PC to the Acronis Dashboard.
Steve, as mentioned in my first post, this has been done.. and then done numerous times thereafter... The support I'm getting from acronis is horrid...they just keep asking me to do things that I already did and submitted to them. I might as well revert back to v2020
Todd, my apologies for not reading back to the earlier posts in this topic!
The options here are fairly limited and will depend if you are still working with Acronis support to investigate this issue?
You could uninstall and revert back to ATI 2020 and so be rid of all the new Cyber Protect features! This will stop any further progress on your open support ticket with Acronis as you will no longer have 2021 but also won't have this issue!
The other option is to fully disable the new Cyber Protect features beyond just using the option in the ATI GUI to 'Turn of protection permanently' which still leaves all the background services active!
If interested in the second option, then let me know and I will share the Powershell scripts that I have used myself to do this.
I just reverted back to v2020; and the problem is gone. What is interesting, is that I do see a spike on all drives when opening trueimage.exe; exactly what I saw in 2021; however it only lasts 10 seconds or so when opening the software, where as in 2021 it would only cease if i closed the software.
Steve, what can i shutdown or turn off in 2020? I only want sheduled backups.. i don't use any mobile stuff, constant backup, etc...
thanks!
Todd, take a look at KB 63256: Acronis True Image 2020: Windows services and processes - which you can use to inform you on what can be stopped / disabled for the Acronis background services. Once the services are not running then the associated processes won't be run.
Typically you can stop all services apart from Acronis Active Protection (for anti-ransomware) and the Scheduler 2 service.
Thanks.. and all I want to do is back up the PC and all this extra junk... Let me choose what i want to do, i hate software that forces crap on you.
Todd,
Just as information, your screenshot of procmon shows that the 2021 app was looking for ntldr and bootmgr as you said. These files are the boot files used to boot Windows NT based systems and UEFI boot systems (bootmgr) respectively.
The app could not find these files on your C: drive so was looking elsewhere for them. This suggest that the files are not found on C: as expected but do exist on another disk.
Can you post a screenshot of Windows Disk Management so that we can have a look at your attached disks?
See attached.. Not sure how those files wouldn't exist, and still be able to boot..
-t
Todd, can you see either of these files in Windows Explorer? Don't forget to turn off the view option to hide protected OS files.
Todd,
Thanks for posting your screenshot. I see that Disk 2 is your Windows OS disk. This disk 2 looks to be a 1TB disk. Partition 3, the 100MB Fat32 partition would be where the boot files for Windows are normally located. Additionally, it appears that your PC is UEFI booted, can you confirm?
I presume you have a recent backup of this Disk 2 and hopefully you have a backup of just that disk. If you could verify that the file bootmgfw.efi and bootmgr.efi exists in the EFI Fat32 100MB partition this would help answer the question if the boot loader file exists where it should. Using Explorer you can double click on your most recent backup of disk 2 to open it, Then by date determine the latest backup available and then double click on it to open. Next, locate the Fat32 partition and double click on it to open. You should find a single folder inside named EFI, double click on that to open it and you will find 2 folders, Boot and Microsoft. Double click on the Microsoft folder to open it and you will find 2 more folders named Boot and Recovery. Double click on the Boot folder to open it then, scroll through the list of folders until you near the bottom of list where you will begin to see files appear. Look here for the bootmgfw.efi and bootmgr.efi files. There may be other files with similar names, make sure you find the right ones.
It would also be prudent for you to use bcdedit from a command prompt to verify that the bootmgfw.efi file is in the correct location on your disk. To do this open an admin command prompt. An admin prompt command line will display C:\WINDOWS\system32>. At this prompt type the following: bcdedit /enum all
From the output look through the list to find the section titled Windows Boot Manager. In this section verify that the path to the bootmgfw.efi file is EFI\MICROSOFT\BOOT. I believe the device line here should read (partition=\Device\HarddiskVolume3) but this may be different.
If the above all checks out then I suspect that there is some issue with your TI2021 installation that caused your problem. If it turns out that the bootmgr files are not in the correct location but do exist on another partition on your disk then that is something you should consider fixing.
Thanks, if i get the urge i'll try to dive into it; i went back to 2020 and all is well right now
I'll point their tech support to this thread.
Its possible that i did a clone disk at somepoint that could have wiped out those files.. but all is booting just fine..
-t
Hi All, I have discovered the same problems on my PC.
Although much is explained, in de last emails. It seems Acronis developers are not so clever to fix these problems.
Why is MMS_Mini doing things that we don't want and even don't need.
In my installation, ATI sometimes opens windows that it access files which I dont understand why.. (sorry I have no screen shot now)
When I delete backup files manualy (NAS is getting full) the Ignore and retry do not recover or repair at all.
Just like Todd I use acronis only for local backups. I don't need al those shit stuff features at all. Turning them of seems impossible.
My Solution: delete mms_mini from the drive.
Sorry for my negative reaction. I was very happy with ATI 2011. But that does not run on W10.
Marien, while it is possible to recover from manually deleting files and folders backups (that use the old *.tib architecture), disk and partition (and whole PC) use the *.tibx architecture introduced in ATI 2021 [error, was introduced in TAI 2020]. For *.tibx backup manual deletion will effectively destroy the backup. You should recover space on your NAS from within ATI 2021 [ or ATI 2020], right click on the backup task and select "Cleanup Version". I have to do so regularly on my Synology NAS.
Hi Ian, Thanks , but I only have a licence for 2020 version. So it sems not possible to repair my recovery structure in my siituation.
Whoops, *.tibx was introduced in ATI 2020 NOT 2021 so please take this into consideration. Must have been having another seniors moment.
Ian
In the mean time I got a solutiuon. The back up menu has a recovery item. it is not automaicly, but gives an option to delete backups from the database, while they were already deleted with explorer.