Acronis Cyber Protect 15 causes Windows Server to crash

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We have experienced a number of servers crashing. They are booted to safe mode and Acronis agent unistalled to get server back online.

We are running on-prem solution. Servers are a mix of Windows Server 2012 and 2016. They are also running McAfee and Cylance.

Acronis cyber protect agent has been upgraded from 12.5, not a fresh install.

Issues appear to begin following a server firmware upgrade as well as other activities which i have not been able to clarify as yet with my client.

Due to the severity of the issue, when a server crashes, the server support team remediates by uninstalling the agent or in some cases rebulding the OS. It is therefore difficult to replicate issue or download logs.

Are there any known issues with the Cyber Protect 15 client that may be causing this?

sam 22/10/2022 - 23:28
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mvp

Hello Margaret!

Have you disabled the protection features of Cyber Protect? I don't think it will play nice with 2 similar software.

Without any sort of logs I doubt you can recieve meaningful help though. Since you can't really use the acronis tool for collecting logs in an offline system can you convince the server team to make a copy of the event log and C:\ProgramData\Acronis before they rebuild the server?

Also contact support about the issue.

-- Peter

lun 24/10/2022 - 06:44
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Hi Peter

Thank you for your response. I have confirmed that Active Protection as well as Vulnerability Assessment are not enabled on any of the backup plans.

I can see though that Acronis Active Protection Service is installed and running on all servers. Are you suggesting that this service should be stopped/disabled? The stop option is greyed out.

Totally understand that without logs it can be difficult to troubleshoot. We currently have 2 servers that will not boot. I am hoping if they can get them online, I can then grab some logs for support. I did raise a ticket with them. Lets hope I can get meaningful interaction with them soon.

Thanks

 

lun 24/10/2022 - 23:28
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mvp

If this works anything like in Cyber Protect Home Office, I seem to recall 'Acronis Active Protection Service' will be always running. It's just doing NOOPs if it's disabled, as its log should indicate.

Did the crash appear as soon as you upgraded to v15 or has it been running for a while and just now presenting this symptom?

mar 25/10/2022 - 08:04
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Hi Peter

The issue has happened on a number of servers following upgrade to version 15. It runs without issue till the server is rebooted. Server starts with BSOD Inaccessible Boot Device due to Bug check 7B. Once Acronis agent is uninstalled, server boots fine.

Support have acknowledged that this issue needs to be investigated with priority. 

There is mention that there may be a compatibility issue with Active Protection Service that is unique to our environment.

Will add findings here when I get more info.

jeu 27/10/2022 - 07:25