67556: Acronis Cyber Protect: Word.exe does not start on the agent machine after cyber definitions update

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Last update: Thu, 2020-11-19 22:01

Symptoms

After a recent Cyber Protection definitions update, word.exe cannot be opened on the agent machine. It does not start even when Acronis services are disabled or when word.exe is added to Exclusions.

Cause

Issue in the product. Details are under investigation.

How to proceed

1. Update Cyber protect definitions manually. To do this, navigate to the list of agents in Protection Console (Settings –> Agents), select the affected machine(s), and click Update definitions,

2. If the issue reproduces after Cyber Protect definitions update, collect dumps of word.exe with ProcDump, system information from the affected agent and contact Acronis Customer Central with a reference to this article.