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

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Operating Systems: 

    Last update: Mon, 2020-07-27 11:12

    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 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 workaround:

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

    If service stops on its own soon after being started, see p. 3

    3. Check Windows event logs for possible crashes.

    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.

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