Active Protection popup
Every so often, Active Protection running in systray pops up a long error message for a couple of seconds. The error box basically says it has failed and to reinstallATI 2017, which is what I have done with no effect.
Is this error being written to an event log? If so, which one? I don't believe it is working at all.
The Active Protection log can be found in the following directory:
C:\ProgramData\Acronis\ActiveProtection\Logs
I stopped the Acronis Active Protection (TM) Service, and copied the logs out. I then restarted the service to get a clean log; it hasn't failed, of course.
What particular text should I be looking for in the logs?
I have attached a jpg file of the error I captured from the screen.
Thanks for the help!
Geoffrey,
A picture is worth 1000 words. Something has caused Acronis Active Protection Service to stop. You should be able to start the service...it is normally at the top of the service list...see picture 1 below.
To get to services app, type services in the "Ask me anything" (Cortana) box...see picture 2 below. Then at the top of the window, right click and select "run as administrator.
FtrPilot
The service appear to restart itself - set 2 two retries before giving up. After stopping and restarting it earlier to allow me to move the logs, it all appears to be running fine. However, I have seen the error a few times in recent day, and I tend to restart windows once a day.
I will just let it run and see what is in the logs tomorrow.
Thanks again
Geoffrey, Acronis Active Protection is a new feature and investigation of issues found with it is prioritized. If you notice any abnormal behavior, do not hesitate to open a support ticket at http://www.acronis.com/support/contact-us.html. As soon as we get the system report from you and have a clear understanding of the steps you have followed to reproduce the problem, Development Team would be engaged to address the issue and prevent it from occurring in the future.
Regards,
Slava
Thank you. I appreciate this is a new product, and will submit a ticket. Unfortunately, due to the randomness of the problem, it may take me some time to identify any factors contributing to it. Actually, it just did it now!
I will clear out both Windows and your logs and let it run.
Thanks again
Geoff Bates
Active Protection appears to be having heartburn with Norton Security file ns.exe. I have a log file, but it is too large to attach. How can I submit it? It is too large to be an e-mail attachment, also.
(To what extent will these log files accumulate, chewing up disk space?)
Thanks.
Chuck Davis
Common Sense Systems
If you submit feedback through the app, you can attach files there. You can also include a system report with it, which I'd recommend.
I can't answer to the log size growth and or if there is a cleanup process. Log files for past versions have typically been new on a daily basis, but the old logs still remain as new ones are created. I haven't really kept up with the NG log though. I'm not actually running it as I have malwarebytes pro which already includes ransomeware protection and don't want them competing.
The size limit for uploads is 15 MB. The (1-day) log file is 65 MB (!).
NG does create daily log files. So far, they range in size from 1 MB to 175 MB (!!!). I'd really rather not fill up my SSD with log files.
Yikes - yeah, 175Mb for 1 day of logs is pretty excessive. Have you tried whitelisting Norton Security files/folders in general? In the meantime, you can also disable the NG protection features, but I realize the intention is probably to have them active. If you open a support case with Acronis using chat, they should be able to give you an FTP link to upload the log files for review on their end.
Chuck, are the log file sizes for the raw log as is, or is this the size when the log has been zipped - the log files are mostly text content so should zip down significantly?
Raw log files.
I shouldn't have to zip a file in order to be able to report a problem, and as I stated I am worried about how much real estate these log files are chewing up. At the least I'm hoping there is a 30-day rolloff. The huge day-to-day difference in file sizes also makes me think that NG isn't fully baked yet.
Chuck, the point about zipping the file is that it should then be small enough to either post in this forum or attach to Feedback etc.
When you create an Acronis System Report this always zipped the whole Acronis log files folders.
Acronis have stated that they are giving a very high focus to any issues reported for 2017 NG and Active Protection, so getting these very large logs to them is the best way to move this forward, plus also ask about how these logs are being cleaned - if at all. In previous versions, the logs are only ever cleaned when doing a clean install, otherwise they are kept across different versions!