Acronis True Image 2017 opens only if the PC starts without KTS

[fabryd]

Hi guys... my system is a Win10 home V. 22H2 build 19045.4780 and I'm using KTS 21.3.10.391

For a few weeks now, when I click on the Acronis True Image 2017 (ATI) icon, I have encountered a problem with the ATI dialog box that does not open. At first it happened every now and then, then the problem has become more and more frequent until now it no longer opens.
I have seen that if I disable the automatic start of KTS at startup, and therefore the PC opens without starting KTS, when I click on the ATI icon I can regularly open the ATI dialog box, but then when I start KTS manually I can no longer open the ATI dialog box again. Even if I completely exit KTS, I can no longer open the ATI dialog box, I really have to disable the automatic startup of KTS and do a "clean" start of the PC without ever starting KTS, to be able to open the ATI dialog box again.

I have already tried to remove and reinstall ATI but the problem has not been solved.

I have been using Kaspersky products for more than 10 years and I have used them without problems with ATI 2017 since 2017 and until July.

I've also tried to put Acronis folders in the exclusion list (settings > exclusion > manage exclusion), as specified in this Acronis KB, but this also did not solve my problem. I want to emphasize that never before have I had to do manual configurations in KTS to make ATI work... KTS has always recognized it automatically and has always created the exclusion rules and trusted applications autonomously and ATI has always worked perfectly... 

I have already tried to reinstall KTS with the installation file that MyKaspersky makes available to me in my private area, but still without solving the problem.

On the Acronis forum they have no more suggestions and they told me to try on the Kaspersky one.

[Flood and Flood's wife]

2 hours ago, fabryd said:

Win10 home V. 22H2 build 19045.4780 and I'm using KTS 21.3.10.391

For a few weeks now, when I click on the Acronis True Image 2017 (ATI) icon, I have encountered a problem with the ATI dialog box that does not open. At first it happened every now and then, then the problem has become more and more frequent until now it no longer opens.
I have seen that if I disable the automatic start of KTS at startup, and therefore the PC opens without starting KTS, when I click on the ATI icon I can regularly open the ATI dialog box, but then when I start KTS manually I can no longer open the ATI dialog box again. Even if I completely exit KTS, I can no longer open the ATI dialog box, I really have to disable the automatic startup of KTS and do a "clean" start of the PC without ever starting KTS, to be able to open the ATI dialog box again.

I have already tried to remove and reinstall ATI but the problem has not been solved.

I have been using Kaspersky products for more than 10 years and I have used them without problems with ATI 2017 since 2017 and until July.

I've also tried to put Acronis folders in the exclusion list (settings > exclusion > manage exclusion), as specified in this Acronis KB, but this also did not solve my problem. I want to emphasize that never before have I had to do manual configurations in KTS to make ATI work... KTS has always recognized it automatically and has always created the exclusion rules and trusted applications autonomously and ATI has always worked perfectly... 

I have already tried to reinstall KTS with the installation file that MyKaspersky makes available to me in my private area, but still without solving the problem.

On the Acronis forum they have no more suggestions and they told me to try on the Kaspersky one.

Hello @fabryd, 

Welcome!

1. KTS has been replaced by Kaspersky Plus, read: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ, by Danila. T.  - the upgrade is *free* & is *like-for-like*; it's recommended to upgrade & check if the issue resolves? 
2. Before upgrading, make sure (your) activation code is saved in (your) MyKaspersky account & during the uninstall of KTS - at the Saving data for future use prompt - IF (you've) previously created any Data vaults - make sure to tick the check box for Data Encryption, so those vaults are saved, resource: How to uninstall the application. 
3. At the end of the uninstall shutdown the computer, using SHUTDOWN, not Restart, then power on by pressing the power button, log in, download & install Kaspersky Plus:  https://www.kaspersky.com/downloads#update-product, when Kaspersky Plus has been installed - sign into the application with the same email address (you) use to sign into (your) MyKaspersky account - so the application & account synchronise. 

Any issues or concerns, please post back. 

Thank you🙏
Flood🐳+🐋

[fabryd]

Hi @Flood and Flood's wife thanks for your answer... 

Mine is a multi-year license and I hadn't noticed the change in kaspersky products and the free upgrade yet.
Just a small question before proceeding with what you told me: having to remove KTS and install the new KPlus what happens to my passwords saved in Kaspersky Password Manager? Is KPM a standalone application, separate from KTS, that is not removed or do I have to pay attention to something special when removing KTS and installing KPlus?

Thank you.

 

[Flood and Flood's wife]

1 hour ago, fabryd said:

Mine is a multi-year license and I hadn't noticed the change in Kaspersky products and the free upgrade yet.

Just a small question before proceeding with what you told me: having to remove KTS and install the new KPlus what happens to my passwords saved in Kaspersky Password Manager?

1. Is KPM a standalone application, separate from KTS, that is not removed or do I have to pay attention to something special when removing KTS and installing KPlus?

Hello @fabryd

You're most welcome!
Thank you for posting back & the additional question!

KTS license *includes* Kaspersky Premium Password Manager & Kaspersky Plus subscription *includes* Kaspersky Premium Password Manager = *like=for=like*

1. Yes, KPM is standalone -> from the actual software side, when KTS is uninstalled via Windows Add & remove programs - that action will not uninstall KPM software  / vault  - the KPM vault & KTS application are separate  - however - when making significant changes to any computer - it never hurts to create:

• System Restore Point, read: How to create a restore point in Windows. 
• KPM Backup, read: Back up data & Import and export data. 

*Don't forget - Kaspersky does not store the KPM Master password, if it's lost or forgotten, Kaspersky cannot assist with its recovery*

• After uninstalling KTS, making sure the computer is rebooted *before* starting again with installing the new KTS installation. 

Any issues or concerns, please post back. 

Thank you🙏
Flood🐳+🐋

In Kaspersky: Basic, Standard, Plus, Premium - info & FAQ, by Danila T. -> Q4. Is Password Manager included in Kaspersky Plus? -> Yes.

[fabryd]

Help @Flood and Flood's wife

II started uninstalling KTS and now the process is stuck at this point which you can see from the attached photo. 
From the progress bar it seems to have reached the end but it has been stuck there for an hour and a half, the internet connection has been deactivated (in fact I am writing from another PC) and the PC no longer responds to commands, or rather, I cannot open new applications but I can use alt-tab to switch between apps that were already open before starting the uninstall.
I can't even click the window button, so the only thing I can do is hold down the physical shutdown button to drastically shut down the PC.
At this point, however, the situation will be very messed up when restarted. 
How do you recommend I proceed?

[Flood and Flood's wife]

14 minutes ago, fabryd said:

II started uninstalling KTS and now the process is stuck at this point which you can see from the attached photo. 
From the progress bar it seems to have reached the end but it has been stuck there for an hour and a half, the internet connection has been deactivated (in fact I am writing from another PC) and the PC no longer responds to commands, or rather, I cannot open new applications but I can use alt-tab to switch between apps that were already open before starting the uninstall.
I can't even click the window button, so the only thing I can do is hold down the physical shutdown button to drastically shut down the PC.
At this point, however, the situation will be very messed up when restarted. 
How do you recommend I proceed?

 

Hello @fabryd, 

Thank you for posting back & the information!

1. Is also not possible to access the Task Manager? 
2. Don't do a hard-shutdown atm, first contact Kaspersky Customer Service -https://support.kaspersky.it/b2c/it#contacts, on the support page select either Chat OR Email, then fill in the template as shown, Support may ask you to do a hard-shutdown, then use Kavremover, but wait for their guidance please:

 

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

[fabryd]

No, it's not possible to access the task manager... when I press ctrl+alt+canc and I choose task manager the task manager window is not opening

[Flood and Flood's wife]

1 hour ago, fabryd said:

No, it's not possible to access the task manager... when I press ctrl+alt+canc and I choose task manager the task manager window is not opening

Hello @fabryd, 

Thank you for posting back & the information!

Sorry for delayed response, we were occupied on another topic.

If (you) haven't already, please proceed to Kaspersky Customer Service. 

Thank you🙏
Flood🐳+🐋

[fabryd]

Hi @Flood and Flood's wife

yes, I've been chatting with support all morning and afternoon.
They made me close the KTS uninstallation window with the X button and sent me instructions for using kavremover, saying that if after a while the window hadn't closed, I should brutally turn off the PC.
I went to lunch, when I came back the window hadn't closed yet and I turned off the PC with the physical button. The PC then restarted, activating KTS again, which evidently hadn't been completely uninstalled by the previous procedure, but it had some yellow triangles. I downloaded kavremover but it didn't work because it only detected password manager and secure connection, so it didn't give me the option to remove KTS.
I contacted support again, they made me go back to the Windows restore point prior to the uninstallation operation. The PC worked hard to return to the restore point but when it restarted it said that the operation was not performed because the file was protected by an antivirus software... however, the return to the restore point seemed to have been performed correctly because KTS had restarted with all the green checkmarks.
At this point, of my own free will, I went into the KTS settings and disabled automatic startup and self-protection, restarted the PC and activated kavremover which this time also detected KTS and gave me the option to remove it. I performed the removal which finally concluded correctly so I was able to continue installing Kaspersky plus without further problems.
It was an odyssey, but in the end Kplus is now working and even the Acronis True Image window now opens normally again.
I still have to check the rest of the ATI operation, but I hope I will not have further problems having installed the new KPlus.
Thanks for the support.

[Flood and Flood's wife]

2 minutes ago, fabryd said:

Hi @Flood and Flood's wife

yes, I've been chatting with support all morning and afternoon.
They made me close the KTS uninstallation window with the X button and sent me instructions for using kavremover, saying that if after a while the window hadn't closed, I should brutally turn off the PC.
I went to lunch, when I came back the window hadn't closed yet and I turned off the PC with the physical button. The PC then restarted, activating KTS again, which evidently hadn't been completely uninstalled by the previous procedure, but it had some yellow triangles. I downloaded kavremover but it didn't work because it only detected password manager and secure connection, so it didn't give me the option to remove KTS.
I contacted support again, they made me go back to the Windows restore point prior to the uninstallation operation. The PC worked hard to return to the restore point but when it restarted it said that the operation was not performed because the file was protected by an antivirus software... however, the return to the restore point seemed to have been performed correctly because KTS had restarted with all the green checkmarks.
At this point, of my own free will, I went into the KTS settings and disabled automatic startup and self-protection, restarted the PC and activated kavremover which this time also detected KTS and gave me the option to remove it. I performed the removal which finally concluded correctly so I was able to continue installing Kaspersky plus without further problems.
It was an odyssey, but in the end Kplus is now working and even the Acronis True Image window now opens normally again.
I still have to check the rest of the ATI operation, but I hope I will not have further problems having installed the new KPlus.
Thanks for the support.

Hello @fabryd,

You're most welcome!

Excellent work & decision to follow your own initiative, we're pleased to read the successful outcome!

We also hope it will be smooth sailing moving forward, however, if you run into strife don't hesitate to reach out to the Community, there's always help available. 

Thank you🙏
Flood🐳+🐋

[fabryd]

@Flood and Flood's wife just one last question that is not related to the problem I had.
In mykaspersky I do not see KPlus but I always see KTS as a license.
When the current license expires, can I buy a normal KPlus renewal license or do I have to do something else?

[Flood and Flood's wife]

4 hours ago, fabryd said:

1. In MyKaspersky I do not see KPlus but I always see KTS as a license.
2. When the current license expires, can I buy a normal KPlus renewal license or do I have to do something else?

Hello @fabryd, 

Thank you for the extra question!

1. Because there's an existing KTS license, that *upgraded* to KPlus, within (your) MyKaspersky account, the subscription will still show as KTS - that's ok, atm the subscription is a transition between the old & the new. 
2. When KTS expires (you) can buy a new *normal* Kaspersky Plus subscription, however, before KTS expires it's important to make sure *auto-renewal* is OFF for the existing license. IF (you're) unable to turn auto-renewal OFF, log a request with Kaspersky Customer Service - https://support.kaspersky.it/b2c/it#contacts, on the support page select either Chat OR Email, then fill in the template as shown: 

Any issues or concerns, please post back? 

Thank you🙏
Flood🐳+🐋

Resource:

How to disable license auto-renewal for Kaspersky solutions for home

Edited August 29 by Flood and Flood's wife
spelling

[fabryd]

Many thanks @Flood and Flood's wife for the info.

I have always purchased licenses without automatic renewal so when they expire I will purchase one for KPlus

[Flood and Flood's wife]

2 minutes ago, fabryd said:

Many thanks @Flood and Flood's wife for the info.

I have always purchased licenses without automatic renewal so when they expire I will purchase one for KPlus

Hello @fabryd, 

You're very welcome!

With Kaspersky Standard, Plus & Premium - subscriptions purchased on Kaspersky websites, Kaspersky have changed the process, Auto-renewal is ON by default - read: Come funziona l'abbonamento. 

Please do not hesitate to post back if further information or assistance is required. 

Thank you🙏
Flood🐳+🐋