69189: Acronis True Image 2021: File Explorer hangs if ISM Cloud One is installed

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Last update: 12-07-2021

Symptoms

  1. Acronis True Image 2021 and ISM CloudOne are installed on the same machine
  2. Sporadically, one or more of the following issues happen:
    • File Explorer (explorer.exe) hangs or is very slow
    • Icons become blank
    • Right-click does not work

Cause

Compatibility issue between Acronis True Image and ISM CloudOne.

Solution

There is no proper fix at the moment. Only a complete uninstallation of ISM CloudOne or Acronis True Image is guaranteed to stop issues with File Explorer.

Workaround

As workaround, turn off Protection feature under "Protection" tab of Acronis True Image. That helps in most cases, but we are aware of rare situations, when the issue with File Explorer persists even after turning off the Protection feature.

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