60173: Acronis True Image 2018 and 2019: troubleshooting issues with Acronis Active Protection

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Operating Systems: 

    This article instructs how to approach common issues with Active Protection in Acronis True Image 2018 and 2019.

    "Acronis Active Protection service is turned off" notification

    Grey shield in the system notification area indicates that Active Protection is not running:

    If the message displayed when you hover over it says "Acronis Active Protection is turned off", follow https://kb.acronis.com/content/60175 to enable it.

    "Service is unavailable" and "Acronis Active Protection service is inactive" messages

    The message "Service is unavailable" is displayed in the bottom right hand side of the screen when Acronis tray monitor is unable to connect to the Active Protection service:

    When hovering over the shield icon in the system notification area the message says "Acronis Active Protection is inactive":

    Follow instructions in the article https://kb.acronis.com/content/60174 to troubleshoot and resolve the issue.

    Toggle switch does not work when trying to enable Active Protection. "Active Protection is off" status

    See https://kb.acronis.com/content/60469 for solution

    Active Protection icon is missing from the system tray / system notificaton area

    Run the repair installation of Acronis True Image. See how at https://kb.acronis.com/content/60195.

    Legitimate applications are blocked

    If Active Protection blocks one of the applications you trust, you can whitelist it, disable the self-protection module or allow changes for an hour. Click here for detailed instructions.

    To see the list of blocked applications, check the Activity tab of Active Protection, as shown here.

    Computer becomes completely unresponsive

    If the computer stops responding to mouse and keyboard, reboot it and follow this article to prepare Windows Kernel Memory Dump creation. That way, if the problem re-occurs, you can save that memory dump file - the key to us to fix the problem. Contact Acronis Customer Central as explained here.

    Alternatively, try running repair installation as described in this article to see if this resolves the problem.

    Operating system crashes (also known as BSOD, fatal system error, bug check)

    Follow instructions from that article to save a memory dump file and contact Acronis for help.

    Alternatively, try running repair installation as described in this article to see if this resolves the problem.

    Operating system becomes unbootable

    If you are unable to boot Windows at all, use Acronis Bootable Media to restore the system from a previously created backup as per instructions here or here.

    If you do not have a backup, boot into Windows Safe boot mode with Networking, disable Active Protection service and driver file_tracker.sys as explained in this article, restart normally and see if Windows launches correctly now.


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