68248: Acronis Cyber Protect, Acronis Cyber Backup: Installation of third-party Antivirus fails if Acronis Agent is installed

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Last update: 14-05-2021

Symptoms

Installation of third-party endpoint security software (e.g. BitDefender Endpoint Security) fails or hangs on the machine where Acronis Agent is installed, even when Acronis Cyber Backup license is used or Antivirus & Antimalware protection is disabled.

Cause

Acronis Cyber Protect Agent and third-party endpoint security software use the same network filtering driver (bddci.sys) that cannot be shared.

Solution

Before installing third-party endpoint security software follow the steps below to remove bddci.sys driver:

  1. Disable Self-Protection on the machine: 
    1. open the protection plan for editing,
    2. go to Active Protection module,
    3. turn off Self-protection,
    4. save and apply protection plan

  2. Open Elevated Command prompt: Start -> in search, type cmd -> right-click cmd.exe and select Run as administrator.
  3. Run the following commands:
    • sc stop bddci
    • sc delete bddci
  4. Install third-party endpoint protection software.
After uninstalling bddci.sys you would not be able to use Acronis URL Filtering feature. If later you would choose to use Acronis URL Filtering, then third-party endpoint security software should be uninstalled, and Acronis Cyber Protect Agent should be re-installed.

In the upcoming releases, Acronis Cyber Protect Agent would support the dynamic installation of components like bddci.sys, so the issues described in this article will be resolved automatically.
 

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