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Multiple problems with ATI 2021

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Multiple problems with ATI 2021

Problem 1. Windows 10 does not stay asleep anymore
Solution (attempt): Was told by support to run CleanupTool and reinstall ATI 2021.
Result: No change. Computer still will not stay asleep

Problem 2: Weekly backups failed. Received error "Backups failed with error "The shadow copy provider had an error""
Solution: Disable Active Protection permanently
Result: Weekly backups working again

Problem 3: Bought new Samsung S21 5G phone. First backup worked on January 30 but all backup attempts since then have failed with error "Connection error". Ar first backup would go about half way before getting error but now gets error immediately.
Solution (attempt): Rebooted phone, computer & router/modem. Reinstalled ATI mobile app.
Result: No change. Backup still fails.

Output for "powercfg /requests"

DISPLAY:
None.

SYSTEM:
[PROCESS] \Device\HarddiskVolume4\Program Files (x86)\Acronis\TrueImageHome\mobile_backup_status_server.exe

AWAYMODE:
None.

EXECUTION:
[SERVICE] \Device\HarddiskVolume4\Program Files (x86)\Common Files\Acronis\Schedule2\schedul2.exe (AcrSch2Svc)
Acronis Scheduler2 Service

PERFBOOST:
None.

ACTIVELOCKSCREEN:
None.

ATI 2021 has been nothing but problems. If I don't find a solution by the end of the week I am going to uninstall it and reinstall ATI 2018. At least it always worked with no problems.

BTW, I only bought three copies of ATI 2021 because I had two copies of ATI 2017 that had their own problems.

If I also decide to uninstall my other two copies of ATI 2021 does anyone know whether Acronis will give me two more copies of ATI 2018 to replace them?

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Edward, have you raised each of these issues directly with Acronis Support by opening one or more support cases with them?  If not, then I would recommend doing so.

Problem 1.  Sleep seems to be very selective with only a small subset of users seeing this type of issue, so much harder to define or pin down!

Problem 2.  VSS shadow copy issue, again yours is the only topic I have seen reporting that particular issue to date.

Problem 3.  Acronis Mobile Backup - a new version of this for Android was issued recently (as noted by this being included in updates I saw for my own Samsung phone) and after installing this, my own backup never reached completion!  To be honest, I do not rely on this tool!  It is very limited in terms of what it can back up due to not having any root access, so would say to not waste any time trying to get it to work!

The original problem with ATI 2021 was my computer not sleeping anymore. I submitted a support tick for that a couple weeks ago. I did what they suggested but that did not fix the sleep problem. It was only after I used the CleanupTool and reinstalled ATI 2021 did I encounter the other two problems.

Since nothing I tried helped I decided the only thing to do was to reinstall ATI 2021 again (maybe 3rd or 4th time). This is what I did:

  • Used the CleanupTool to uninstall ATI 2021
  • Rebooted
  • Reinstalled ATI 2021
  • Rebooted
  • Disabled Active Protection permanently
  • Rebooted
  • Readded and ran the mobile backup
  • Readded and ran the weekly backups
  • Readded and ran the daily backup

Now all backups completed successfully.

Is it possible that Active Protection somehow borked my previous configurations?

Note that with Windows Defender and Malwarebytes already running I don't think that Active Protection is needed or wanted.

I still have an ongoing support ticket open with Acronis regarding the sleep problem. Now that I have reinstalled ATI again I will watch to see whether my computer sleeps or not.

Edward, I find it hard to believe that the new Acronis Cyber Protection or the earlier Acronis Active Protection should be able to cause any problems with the other features of ATI or with the Microsoft VSS snapshot service.  I am definitely not a fan of the new Protection features and other than for testing, do not have these enabled on my main systems!

Like you, I am happy to use Windows Defender along with Windows Firewall, and have had no issues with this other than ACP wanting to disable it when I installed a version of ATI that included that feature!  Such behaviour is 'working as designed' but is still unwelcome to me - I would much rather it asked the user if they wanted it to be the primary antivirus provider!

Edward, concerning the sleep issue, could you take a look at the event viewer to see why the PC is being awoken.

The way to do this is open the Event Viewer and select Windows Logs->System. Then run the Filter Current Log command (from the Actions pane). Select Sources Kernel-Power and Power-Troubleshooter. This will cull out the sleep and wake events.

The Kernel-Power Event ID 42 is when it enters sleep mode. Kernel-Power Event ID 107 is when it wakes up. Power-Troubleshooter Event ID 1 will tell you the Wake Source. In my case, I'm seeing Wake Source as Device -Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft) when it's my keyboard or mouse, but Wake Source is Timer - schedul2.exe when it is Acronis waking up the system based on a task to do.

It may be interesting to see what is waking up your system when you think it shouldn't.

As of Wednesday March 10, 2021 nothing had changed. My main desktop computer would still go to sleep after the timeout period.

I installed the new update to Acronis True Image 2021 (Build 39184) the same day it came out on March 11, 2021. Since I installed it my main desktop has been going to sleep normally now. I will post back here if that situation changes.

Update:

I just updated ATI 2021 on my other desktop and laptop. They are also sleeping normally again.