68341: Acronis Cyber Protect Cloud: mmsmonitor.exe crashes on a Citrix VM

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Last update: 22-03-2021


Acronis Agent is installed on a virtual machine on a Citrix terminal server.

MmsMonitor.exe crashes.

In Windows event logs, you find these errors:
Faulting application name: MmsMonitor.exe, version:, time stamp: 0x5f209283
Faulting module name: ntdll.dll, version: 10.0.14393.3986, time stamp: 0x5f77fd0d
Exception code: 0xc0000005
Fault offset: 0x0000000000066203
Faulting process id: 0x2d54
Faulting application start time: 0x01d6ca3fffb2433d
Faulting application path: C:\Program Files\BackupClient\TrayMonitor\MmsMonitor.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 456edb14-03eb-4264-96b8-c55fa6edd2e3
Faulting package full name:
Faulting package-relative application ID:


Tray Monitor fails because of Citrix API hook.


Disable Citrix API hooks for MmsMonitor.exe:

To disable all Citrix API hooks for MmsMonitor.exe, add "MmsMonitor.exe" to the following registry values. Excluded processes should be separated by a comma.

  1. Keys:
    regValue: ExcludedImageNames
  2. Key:
    regValue: UviProcessExcludes