Acronis Active Protection stops on its own.

"Application error" event about anti_ransomware_service.exe is recorded in Windows Application event log (open Windows Start menu, type eventvwr.msc, press Enter, navigate to Windows Logs - Application).


Known issue with the software. The application crash occurs when the software is unable to parse configuration files.

Das Produkt kann nicht auf das Festplattenlaufwerk zugreifen, um einen Snapshot zu erstellen

The product cannot access the hard disk drive to create a snapshot

Table of trial limitations of Acronis products

Check the disk for errors and install the latest driver update


If the backup that you want to continue or restore is not displayed in the list of backups, you can always point the program to it and make it available for further operations.


1. To access and/or continue a previously made backups, click the small arrow button in the left bottom corner of Acronis True Image screen and select Add existing backup:

Instructions on how to troubleshoot and resolve installation issues.

Always make sure you are troubleshooting installation issues with the latest build of the product (if it is possible).

Follow these steps to troubleshoot Installation Issues:

How to create crash/hang process dumps using ProcDump

Make sure the necessary services are started


You try to clone a disk in Acronis True Image. Operation fails with the following error:

Failed to create the scheduled task


The likely cause is that the Acronis Scheduler2 service and/or processes are not running properly. This service is responsible for executing tasks. 


Online license activation of Acronis True Image fails if the network connection to Acronis servers is blocked in the firewall software, Windows hosts file, router settings or by Internet Service Provider (ISP).

Users of Acronis True Image 2018, 2019 and 2020 Standard can activate Acronis True Image using the offline method:

Should you experience a problem with mounting and/or exploring backups, please follow these steps to troubleshoot such issues.


This article provides troubleshooting steps for issues with backup to Acronis Cloud storage using Acronis True Image, versions 2017 through 2020.


1. Backup to Acronis Cloud fails.

2. When you click on the red X or || icon to see details, one of the following messages is shown:

Backup task hangs at "Calculating time remaining..."


Backup to Acronis Cloud fails with the error message:

Failed to resolve the proxy address



Cleanup Utility is a console application that removes Acronis Backup and its components from Windows.

(!) Cleanup Utility should be used only in case the product fails to be uninstalled the usual way from Windows Control Panel or using the installation file.

As a precautionary measure, prior to using the Cleanup Utility, we highly recommend that necessary backup measures be taken to preserve Customer data. This can be done using Acronis software or third party software and/or hardware.