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Active Protection constantly in connecting mode

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The Active Protection service is running, according to task manager. However, the application itself is never showing Active Protection as being enabled, always stuck on "connecting to service."

After some delay, I do sometimes get alerts that the active protection has been shut off, probably because of its connection eventually timing out, running out of retries, that sort of thing.

I'm at a loss what to do to further assist the software in doing its job.

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Richard, welcome to these User Forums.

Please see KB 60174: Acronis True Image: "Acronis Active Protection is inactive" and "Service is unavailable" messages and try the advice given in this document.

See also KB 60175: Acronis True Image 2018: how to enable Active Protection in Windows and KB 60190: Acronis True Image 2018: how to disable Active Protection in Windows though I suspect that these will be covering what you already have tried and know.

If you still have an issue with AAP, then I would recommend opening a Support Case directly with Acronis to allow them to investigate this with you in case there is something more going on here that might affect other users too.

As usual, Steve is giving good advice. The only other thing I can suggest is to try reinstallation of ATI 2018 (using the full installation file downloaded from your Acronis account), and selecting repair rather than uninstall. (As always, run installation as administrator.) This process has been known to fix many different issues.

IAn

Late to the party, but just had this same problem on Acronis 2019.

Running Windows 7 64-bit. Had previously accessed the Manage Processes tab, but on returning later found the page showing "Active Protection is off". Attempting to turn it on got the continuous "Connecting to service".

The taskbar icon showed the option to "Turn off Acronis Active Protection" even though the Acronis Active Protection panel indicated it was already off.

The issue persisted through more than one Windows reboot.

Windows' services showed the Acronis Active Protection (TM) Service set to Automatic and "Started". I stopped the service then restarted it. I was then able to start the Active Protection with the button on the Acronis Active Protection panel.

I changed the Acronis Active Protection (TM) Service "Startup type" to Automatic (Delayed Start). After rebooting, the taskbar button and the Acronis "Active Protection" panel both showed the protection off for about 3 minutes but it finally went to "Active Protection is on".

This Windows installation is on a SSD (solid-state device) drive. Running from an older spinning type drive would probably take a lot longer. Unless the slower drive speed actually gave the processes enough time to get their act together? Quién sabe.

The above worked for me also. Stop the service, then restart the service, then turn on Acronis Active Protection.

This is pathetic - does acronis ever read these forums. Same issue still persists in 20019. Unacceptable

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John Hitchens wrote:

This is pathetic - does acronis ever read these forums. Same issue still persists in 20019. Unacceptable

Dear John,

the issue might have similar symptoms, but a different root cause depending on the software version and the environment. If you still experience this issue on the latest build, please open a support ticket, so that our engineers can collect the diagnostic information from your system and check what is the root cause in your case.  

I have the 2018 version and it is the same problem, the solution is to stop the service and start.

I doubt that any of the acronis programmers will bother reading the forum.

I have the 2018 version and the upgrade to the 2020 version is 20% cheaper - a total joke

Roman, welcome to these public User Forums.

AAP has evolved and matured since being released to everyone in ATI 2018, so it is possible that there are some early code issues in the 2018 implementation.  Unfortunately, there is no support for any version of ATI other than the current 2020 version, so if there are code issues you would need to upgrade to resolve them, else turn off AAP and not use it.