68788: Acronis Cyber Protect Home Office and Acronis True Image 2021: program GUI is slow when external drive is attached

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Applies to: 

Operating Systems: 

    Last update: 20-04-2022

    Symptoms

    When an external drive is connected to the machine, Acronis Cyber Protect Home Office\Acronis True Image is very slow during and after launch, every click between the tabs or options takes several seconds. A "Not responding" message may appear.

    Cause

    The most common reason is a faulty external drive. The reading operation of old/corrupted/improperly connected disks may take a while and this affects Acronis Cyber Protect Home Office\Acronis True Image UI performance.

    Troubleshooting

    Disconnect all the external drives and check whether the issue still persists.

    If Acronis Cyber Protect Home Office\Acronis True Image works without delays when the external drive is disconnected, try connecting external disks separately one by one and test different USB ports in order to find out whether the issue depends on some specific disk or port.

    Check the health of the disks that trigger the slow performance:

    1. Check the external disks for issues using S.M.A.R.T. utility, e.g. free CrystalDiskInfo tool or use a dedicated diagnostic utility from the disk manufacturer. When using a diagnostic utility from the disk manufacturer, select the extensive check option if possible (not fast/express check). Dedicated diagnostic utilities from the disk manufacturers take a longer time to complete the checks, but provide the most accurate methods of checking whether the disk is good or needs replacement.

    2. Run Check Disk utility to fix errors on the disk:

    When you run the Check Disk utility, there is a slight possibility of losing data if the disk is badly degraded, so we recommend creating a backup of the external drive before running Check Disk. You can create a backup with Acronis Bootable media if Acronis Cyber Protect Home Office\Acronis True Image GUI is too slow when the disk is connected.
    1. Open Windows Start menu
    2. Type cmd
    3. Right-click on the found result: Command Prompt, and select Run as administrator, or select More - Run as administrator
    4. Type following command: chkdsk <driveletter>: /r

      where <driveletter> is the letter of the drive that has errors. For example, chkdsk E: /r

    5. If prompted to schedule the command execution at the next computer startup, type Y and reboot the computer

    6. Wait until the chkdsk command finishes. Depending on the selected disk size and speed, the operation may take up to several hours.

    When the chkdsk completes, it will display a summary with statistics on the corrected issues with the selected drive volume.

    3. If the diagnostic utility and Check Disk do not reveal any errors, check Windows Event logs for errors related to disk or file system. See Checking Windows Event Log for issues with computer environment

    If the troubleshooting steps reveal errors on the disk, it is highly advised to replace the faulty disk as soon as possible to avoid any data loss.

    See also: 

    Acronis True Image: Troubleshooting Performance Issues

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