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[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:



For un-installation issue with AhsayOBM / ACB, patch the client application with the following hotfix:

  1. Download the hotfix file at:


  2. Stop the AhsayOBM / ACB services.

  3. Extract the hotfix into the AhsayOBM / ACB installation bin folder (e.g. C:\Program Files\AhsayOBM\bin) and overwrite the existing content.

  4. Restart AhsayOBM / ACB service afterward.

Keywords

install, uninstall, uninstallation, uninstalling, installing, backup, stuck, halt, stop