com.adobe.dunamis folder cannot be backed up by backup solutions

[nox-eternal]

Hi,

We've noticed the particular path \AppData\Roaming\com.adobe.dunamis\d225650b-9c1f-4738-97e3-94e805951049\v1\0\ always returns an error within our backup solution that the path cannot be accessed because it is in use by other processes. 

Collaborating with the backup solution provider, we ensured that the Volume Shadow Copy service was enabled and running.

We also navigated to the said path and ensured that the local SYSTEM administrator account had access to the folder and its files.

I would also like to confirm whether the path is safe for exclusion and that excluding the path from backups will not affect the functionality of Adobe Illustrator.

Any input would be appreciated. Thank you!

[Anubhav M]

Hello @nox-eternal,

Thanks for reaching out. The folder mentioned is used for logging purposes and can be ignored from the backup. Do note that it is recommended to perform a clean reinstallation of Adobe programs than a backup restore for optimal performance. You can manually back up the preferences folder if you need to restore your preferences.

For Windows:
- Close all Adobe apps
- Go to Location C:\Users\%USERPROFILE%\AppData\Roaming\Adobe
- Copy the Adobe Illustrator and Adobe Illustrator 28 Settings folders to your backup folder

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Thanks,
Anubhav

[Florian316994192gi5]

Hi, I'd like to hijack this thread as I have the same issue with my backup software.
I will definitely work with the backup software provider to handle this exception gracefully in the future, but I also want to state that the workaround can be added to backup software, but the issue itself is with Adobe and should be escalated to the responsible developers so it could hopefully be fixed.

I can share the following insights to help track down this bug:
- \AppData\Roaming\com.adobe.dunamis\d225650b-9c1f-4738-97e3-94e805951049\v1\0\ file handle is being held by `acrotray.exe`, this is the "Acrobat Licensing Service"

- as soon as `acrotray.exe` is stopped, for example by killing the process in task manager, the file handle is released and the backup can run without any issues

- all other Adobe applications do not cause the same problem in their respective log folders in \AppData\Roaming\com.adobe.dunamis\

- previous versions of Acrobat Licensing Service did not have the same issue, so this is likely an issue introduced by recent changes to the program

- my last complete backup run was done on February 10th 2024 and I usually keep my Adobe software updated, so the issue was probably introduced by changes to Acrobat Licensing Service between February 10th and April 16th, potentially a few weeks before February 10th if the update did not run before the backup

I hope the developers can track this down fairly easily with this added information.

[Xamin36771603kpjc]

I'm with you on this one. Have the same issue but it's with acrobat pro as well.  It's quite annoying as users get panicy about it not working.   We have seen sometimes reinstalling acrobat pro fixes it but it normally comes back.