[INFORMATION][Acronis Cyber Protect Cloud][Germany (EU2)] We've identified an incompatibility between Acronis Agent version C24.12 and WatchGuard Endpoint Security

Dear Partner,

We've identified an incompatibility between Acronis Agent version C24.12(build 24.12.39201 or higher) and WatchGuard Endpoint Security. If you have WatchGuard running on the same workload protected by Acronis, and the Acronis Agent goes offline, here are the steps to ensure your systems continue running smoothly while maintaining optimal cyber protection. Action required:

1. Please add the following Acronis binaries to "Code Injection Exclusions" in your WatchGuard installation: C:\Program Files\Common Files\Acronis\Agent\aakore.exe C:\Program Files\Common Files\Acronis\Agent\bin\cred-store.exe C:\Program Files\Common Files\Acronis\Agent\bin\cyber-scripting-executor.exe C:\Program Files\Common Files\Acronis\Agent\bin\device-sense.exe C:\Program Files\Common Files\Acronis\Agent\bin\feedback-collector.exe C:\Program Files\Common Files\Acronis\Agent\bin\grpm-sync-unit.exe C:\Program Files\Common Files\Acronis\Agent\bin\grpm.exe C:\Program Files\Common Files\Acronis\Agent\bin\mi-monitoring.exe C:\Program Files\Common Files\Acronis\Agent\bin\private-cloud-proxy.exe C:\Program Files\Common Files\Acronis\Agent\bin\sh-inventory.exe C:\Program Files\Common Files\Acronis\Agent\bin\task-manager.exe

2. Do a manual Sync in WatchGuard agent by right clicking on the tray icon

3. Restart Acronis Agent Core Service

4. You can clarify with WatchGuard Support any of these or additional steps related to adjusting protection options.

Symptoms:

1. You have a Windows machine, which has WatchGuard or Panda Security installed
2. WatchGuard's Code Injection protection feature is enabled
3. Acronis Agent gets updated to C24.12 (build from 24.12.39201)
4. Agent becomes offline in Acronis machine Root Cause: Compatibility issue on WatchGuard side related to Code Injection protection feature. Affected: Windows machines with WatchGuard Code Injection protection enabled. Not affected by incident: Windows Machines without WatchGuard, any Linux or Mac machines, and similar.

For further information, please refer to our article in knowledge base https://care.acronis.com/s/article/Acronis-Cyber-Protect-Cloud-Agents-are-going-offline-after-update-to-C24-12?language=en_US If the above steps are unable to help with the problem resolution, please contact our support team at mspsupport@acronis.com