===== [V7] ISSUE: Backup, installation and un-installation of AhsayACB / AhsayOBM stuck on Windows 10, version 1903 computer with anti-virus application installed =====
This article only applies to Ahsay software version 7
Article ID:
5364
Reviewed:
2019-07-30
Product Version:
AhsayACB / AhsayOBM: 7.3 to 7.x
OS: Windows 10, version 1903
ATTENTION
1st January, 2022: v7 officially End-of-Life [details]
===== Problem Description =====
When installing / un-installing the AhsayOBM / ACB application on a Windows 10, version 1903 computer with anti-virus application installed, the installation / un-installation process is stuck:
The same issue can will also occur when performing a Exchange 2016 Mail Level backup, Office 365 backup or Cloud File backup. The backup process is stuck / stopped at the beginning of the backup job.
===== Cause =====
This is a known issue with the AhsayOBM / ACB on a Windows 10, version 1903 computer with anti-virus application installed.
===== Resolution =====
For backup or installation issue with AhsayOBM / ACB, you can workaround the issue by performing one of the following two options:
- Option 1 - Temporarily enable the Periodic Scanning option of Windows Defender
From the Start Menu, select Settings > Updates & Security > Windows Security > Virus & threat protection > Windows Defender Antivirus options, enable Periodic scanning
- Option 2 - Enable the Allow antimalware service to remain running always group policy
From the Start Menu, run gpedit.msc > Computer Configuration > Administrative Templates > Windows Components > Windows Defender Antivirus, enable the policy Allow antimalware service to remain running always
For un-installation issue with AhsayOBM / ACB, patch the client application with the following hotfix:
- Download the hotfix file at:
- Stop the AhsayOBM / ACB services.
- Extract the hotfix into the AhsayOBM / ACB installation bin folder (e.g. C:\Program Files\AhsayOBM\bin) and overwrite the existing content.
- Restart AhsayOBM / ACB service afterward.
===== Keywords =====
install, uninstall, uninstallation, uninstalling, installing, backup, stuck, halt, stop