On the affected machine, check service status. Open Windows Services: Start -> Search -> type services.msc and press Enter. Locate the corresponding service.

Run the following commands to check if the services are running:

• sudo service active-protection status
• sudo service cyber-protect-service status

Open Terminal and execute these commands to check services

• sudo launchctl list activeprotection
• sudo launchctl list cyber-protect-service

Open the Windows Event Viewer (press Win+R -> type eventvwr.msc) and check the Windows Logs, Application and System. If Acronis Active Protection Service and/or Acronis Cyber Protection Service stop on their own, look for entries occurring around the time when the issue occurred or just before that.

If it is a crash, collect system report and contact Acronis Support.

Check /var/log/messages and /var/log/syslog for possible errors related to activeprotection and cyber-protect-service (depending on which service is affected)

The following commands can be used for filtering related messages:

journalctl -f -u active-protection
journalctl -f -u cyber-protect-service

If you cannot determine the cause of the issue, collect system report and contact Acronis Support.

Check the system for reports about service crashes

1. Launch Console, located at /Applications/Utilities.
2. Navigate to ~/Library/Logs/DiagnosticReports/
3. Look for log files containing active_protection or cyber-protect-service in the file names. Check the logs and look for the possible cause of the crash or service start problem.

If you cannot determine the cause of the issue, collect system report and contact Acronis Support.