> Source: [sk164894](https://support.checkpoint.com/results/sk/sk164894)

# sk164894 - Anti-Virus shows "Service is Down" on Private Threat Cloud PTC

| Property | Value |
|----------|-------|
| Solution ID | sk164894 |
| Date Created | 2020-01-27 |
| Last Modified | 2026-09-02 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R81.10 (EOS) |

## Symptoms

- * Anti-Virus blade shows as "Service is Down" in the output of *ptc_cli monitor*
* In *$CATALINA_HOME/logs/antivirus_service.log* this error repeats:  
  \[http-bio-0.0.0.0-8003-exec-6\]\[DATE TIME\] \[bl.ServiceController\]:\[ERROR\] "Failed to handle request. " com.checkpoint.rad.service.antivirus.exceptions.ServiceIncorrectDataFormatException: Failed to lookup hmac

## Cause

The *rad.properties.enc* file is corrupted.  

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## Solution

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