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Protection update failed

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I am using Windows 10 2004 latest updates with Acronis True Image 2020 which works fine. I upgraded to ATI 2021. The installation went normally but when ATI 2021 tries to download the protection update files I get an error "protection update failed." The download begins again and keeps returning the same error and never completes. The download progress bar show 10-20 percent and then stops with the same error. I installed the most recent version of ATI 2021 v.32010 with the same results.

Has anyone found a resolution to this problem?

 

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Al, if you are only using ATI 2021 #32010 then you are on a much older build and need to upgrade to the latest build #35860 which should fix the protection download issue.  If you open your ATI 2021 Account page in the GUI, then this should show that a new version is available to be installed.

Steve, thanks for the reply. My bad, I did download and install ATI 2021 v. 35860. I put the wrong version in my previous message.

This problem is very perplexing. I have to uninstall ATI to stop it from continuously downloading the initial protection update. I uninstall the program and I use the Acronis Cleanup Tool each time to ensure it is completely removed.

 

Al, the other potential area where issues may arise is if you are using either a VPN or else a Proxy server with your internet connection.

Steve, no VPN or proxy server with my internet connection. It is very strange that sometimes the initial protection update download gets as far as 25% complete and then fails, restarts and then goes along again to maybe 10% complete and then fails. I imagine the initial update is quite large but I am able to download other large files with no problem.

Thank you for your suggestions.

 

I also have the same issue with ATI 2021 build 32010! It goes up to 34% and next fails to download any further! It's not about VPN, nor anything else that way... It seems this is a port issue! Maybe the Acronis Code should be looking to another port, so the issue would be fixed for each and all... ;-) Best, NT

Nicolas, the Acronis knowledge base makes reference to this issue: https://kb.acronis.com/content/65625.

I tried the fix they recommend with no joy. I also checked to see what service was using port 8099:

netstat -nao | find "8099" gpm-mini.exe; aakore.exe (Acronis Agent Core Service)

So there doesn't appear to be any conflict with another program using the port.

Did you stop using ATI 2021 or did you find a workaround to download the updates?

 

 

Al, it is not fixed on my side either! Have you tried with the previous builds? I am still using ATI2021 for now, but may be looking to downgrade or to use another product if things stand that way for too long... I'm not worried much for now for I am working under Cisco Umbrella here! But, to  some extent, this is not to the user to be looking for some fix for such kind of issue... ;-) Integrity problem of the package??!

Anyway, this would be great to have a build that works fine first hand! ;-)

Al & Nicolas, I would strongly recommend that you report this directly to Acronis by each opening a support ticket with them.

The protection updates can take some significant time to complete but this should not take more than a matter of hours at most, and really should only take minutes, certainly no days!!

My personal opinion (shared by other MVP's and users) is that ATI 2021 should never have been released with the new Protection features until some of the serious issues identified by the Beta testing period had been resolved!

Please submit Feedback directly to Acronis (use the tool provided in the GUI Help section) and complain about the imposition of these new protection features plus ask for your vote to be added to the Acronis internal change request: TI-213392 Allow installation without Antimalware components

Steve, Thanks for all the suggestions. I did fill out a feedback form regarding the specific problem I am having and voicing my support to protect users from the ATI protection. I have a case opened regarding this problem since November of this year.

The inclusion of a full blown anti-virus component to a backup software program came as quite a shock and surprise! But so often software developers overreach in trying to differentiate their product. I am using several programs that have not been updated in years because the changes they made did not enhance the main function of the software. I am afraid after all these years we are still in a state of FUD.

 

Al! Steve! As strange as it may seem, I did nothing special yesterday after posting my last reply; and, this morning, after a good night of sleep, I turned on my workstation (W10/64 Version 20H2 Build 19042.685) and opened the ATI2021 interface to download the protection update... Only the ATI2021 software was running, and it finally went to 100%... I just did nothing special than that! And for now, everything is up to date and peacefully running without issue... See pics! (French Language Version) ??! Maybe it needs some time to analyse the whole system and files??! But on my side, the problem is solved! Whhat a great way to end the year! ;-) Maybe, it is worth trying to just turn on the computer and next just trys to download the update without anything else running... All security was on and running as usual! No issue! Best, NT

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