Step 1: Investigate Cloud App Activity
- Open the Task Manager (Windows) or Activity Monitor (macOS) and check the CPU consumption for the Actifile Agent.
- If the Actifile Agent is consuming a significant amount of CPU, it may indicate an issue with continuous file syncing by cloud apps.
- Check the CPU usage of cloud apps like OneDrive, SharePoint, or Dropbox, or open their interfaces and look for syncing notifications. If the apps are continuously syncing files, the issue might be an encryption-decryption loop caused by Actifile interacting with these apps.
- For further assistance, refer to our guide on troubleshooting cloud app syncing issues.
Step 2: Check for Interference with Security Software
- Other security solutions like Antivirus (AV), Endpoint Detection and Response (EDR), or Security Information and Event Management (SIEM) tools may interfere with the Actifile agent.
- To diagnose this issue, disable the Actifile driver temporarily by following these instructions.
- Use this guide to allowlist Actifile in your security tools.
Step 3: Submit a Support Ticket
If the above steps do not resolve the issue:
- Locate Actifile logs.
- Submit a support ticket and attach all the log files for further analysis.