65381: Acronis Cyber Protect Cloud: Troubleshooting "Cyber Protection (or Active Protection) service is not responding" alerts

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Last update: 20-08-2021

Symptoms

You receive the following alert:

Cyber Protection (or Active Protection) service is not responding

Cause

Alert is raised when Acronis Active Protection service or Acronis Cyber Protection service has been enabled for this machine, but is not started or does not respond.

Troubleshooting

1. Make sure that OS is supported by Cyber Protection features: see Supported Cyber Protect features by operating system

If OS is not supported, and features aren't enabled in Cyber Protection console, but the alert is still being raised, collect system report from the machine that generates the alert and contact Acronis support.

2. Check Acronis Active Protection Service and Acronis Cyber Protection Service services and restart as a workaround:

 

3. Check logs on the machine for possible crashes

 

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