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Troubleshoot Unprotected Devices

If you have devices in the environment that were previously activated for protection but have not performed a successful backup within the protection range, they will be listed as Unprotected devices.

The Protection Range is 5 business days by default.

The Cibecs Administrator can see the Protection Rating and the Protection Status from the Endpoint Cloud Protection screen.

In the list below you will see some of the backup failure reasons, and the quick solutions. 

No Backup

  • The device has not performed a backup during the protection range (5 business days).

Quick Solution:

  1. See if the device is online (look at the Last Seen date).
  2. Make sure the Discovery Agent and Cibecs Agent services are running.
  3. Make sure Cibecs Agent is open (blue shield icon in the task tray).

Never Backed Up

  • The device has never performed a backup since activation.

Quick Solution:

  1. Make sure the Discovery Agent and Cibecs Agent services are running.
  2. Make sure the Cibecs Agent is open (blue shield icon in the task tray).
  3. See if the device is stuck on indexing by hovering your pointer over the task tray icon.

Locked Files

  • Files are in use and Volume Shadow Copy Service (VSS) can't access them.

Quick Solution: 

  1. Restart the device to release the locks.

No Connection

  • The device can not communicate with the Vault on the specified port.

Quick Solution:

  1. Make sure the Vault is online (Vault tab on the Cloud Portal) and healthy.
  2. In Powershell run test-netconnection servername -port portnumber to test connectivity to the Vault.

Connection Lost

  • A device was busy with a backup but lost connectivity to the Vault.

Quick Solution: 

  1. Make sure the device has Internet connectivity.
  2. Make sure the Vault is online (Vault tab on the Cloud Portal) and healthy.
  3. In Powershell run test-netconnection servername -port portnumber to test connectivity to the Vault.

Agent Error

  • The Cibecs Agent experienced an unknown or unidentifiable error during backup.

Quick Solution:

  1. Restart the Cibecs Agent Service.
  2. Close the Cibecs Agent (right-click -> exit), and start it again (Start -> search -> Cibecs Agent).
  3. Upgrade to the latest Agent version. 

Server Connection Limit

  • The Vault allows a certain number of connections at once (60 by default). Once this limit is reached, additional connections can not be made. 

Quick Solution:

  1. Once other backups are complete, connections will automatically free up.
  2. Check-in on the device in an hour. 

Other

  • Uncategorized errors.

Quick Solution: 

  1. Contact Cibecs Support (cibecs@support.com) with the latest agent.log file.


See the table below for more detailed information:

Unprotected Reason Description Cause Identification Resolution
No Backup / Never Backed Up
  • The device has never performed a backup.
  • The device has not backed up in the protection range (5 business days).
  • Device not online
  • The Agent stopped and the user has not restarted since then
  • Agent not starting due to authentication
  • Agent not starting due to it not being in startup applications
  • Cibecs Agent is uninstalled (if it is under Protection, it had an Agent previously)
    Agent Continuously indexing (can be seen looking at the Agent icon in the system tray)
  • The Discovery Agent reports a heartbeat
  • The device not showing ONLINE
  • Cibecs Agent process not running on the user machine
  • Cibecs Agent is unavailable under installed programs
  • Cibecs Agent cache folders still exist in the %APPDATA% location
  • The Agent is shown as online
  • The user flagged as never backed up or no backup
  • The log file shows “index out of sync”
  • Agent tray icon shows indexing
  • Ensure that the device is connected to the internet and start the Cibecs Agent
  • Check that the Cibecs Agent is set to start automatically on startup and check the log for any authentication issues
  • Re-install the Cibecs Agent and find out why the user uninstalled it before
  • If the log shows that the index is out of sync, then restart the Cibecs Agent
  • Download and install the Cibecs Agent
  • Download link: https://downloads.endpointcloud.com/agent/endpointcloud-agent-windows-latest.exe
  • Start Cibecs Agent and wait 10 minutes for the built-in backup delay
  • This issue has been addressed in the latest Protection Agent. 
    It is required for the Vaults and Connector to be on the latest version as well.
    https://help.endpointcloud.com/hc/en-us/articles/360009421859-Upgrade-Endpoint-Cloud-on-premise-components
  • Download and install the latest Cibecs Agent
  • Download link: https://downloads.endpointcloud.com/agent/endpointcloud-agent-windows-latest.exe
Locked Files
  • The Cibecs Agent makes use of the VSS service to access open files, but in some cases, it may not be able to access the files.
  • The Cibecs Agent makes use of the VSS service to access open files, but in some cases, it may not be able to access the files.
  • Endpoint Cloud will show unprotected reason as "Locked Files"
  • The agent log file will show that VSS was unable to get a lock on the file.
  • Start agent service
  • Check that agent service is set to start automatically
  • Restart the device to resolve VSS issues caused by continuous sleep mode
  • Identify the application that may be utilizing VSS
  • Free up disk space on the device
  • Re-register VSS DLLs
  • SFC scannow to identify and fix file system errors
No Connection
  • Devices that are unable to communicate with the Vault server on the designated port
  • Vault offline
  • Not starting
  • Out of storage
  • Linux vault disk unmounted
  • Vault not accessible from outside the organization
  • Vault not accessible from device network (VLANs/WIFI/VPN)
  • Endpoint Cloud will show an unprotected reason as "No Connection"
  • Check that Cibecs Vault service is started
  • Check that the Vault is available on the designated port which is port 9000 by default
  • Check the Vault log to see the reason
  • Add additional storage to the volume
  • Mount drives for Linux vault
Connection Lost
  • The number of devices that are unprotected and have lost their connection to Endpoint Cloud
  • Network connection interrupted
  • Moving between networks for example LAN to WIFI
  • The device has gone into sleep mode
  • Slow bandwidth
  • Endpoint Cloud will show unprotected reason as "Connection Lost"
  • Ensure that the power saving settings on the device will allow time for the backup to complete
  • Reconnect the device to a fast and stable network connection that has access to the vault
  • Start the backup and monitor the backup until completion
Agent Error
  • The Cibecs Agent experienced an unknown or unidentifiable error during backup.
  • The vault may be offline
  • Out of Memory (Java Heap Space) errors
  • Out of Memory - Storage service exception
  • Out of Memory - Failed to send contains file reference message
  • Out of Memory - Data access exception
  • Connection failed - storage service exception
  • File not found - index exception
  • Low bandwidth
  • Endpoint Cloud will show the "Protected with Warning" reason as "Agent Error"
  • Endpoint Cloud will show unprotected reason as "Agent Error"
  • The number of errors may grow quickly
  • This issue has been addressed in the latest Protection Agent. 
    It is required for the Vaults and Connector to be on the latest version as well.
    https://help.endpointcloud.com/hc/en-us/articles/360009421859-Upgrade-Endpoint-Cloud-on-premise-components
  • Download and install the latest Cibecs Agent
  • Download link: https://downloads.endpointcloud.com/agent/endpointcloud-agent-windows-latest.exe
  • Contact Cibecs support to investigate and log the unidentifiable error to Dev support
Server Connection Limit
  • The number of devices that are trying to connect to Endpoint Cloud when the server connection limit has already been reached. Endpoint Cloud allows a certain number of concurrent connections (60 by default) and once this limit is reached, any additional connections cannot be made. Devices will try again in a few minutes to check for an available connection and perform a backup.
  • Too many devices attempting simultaneous connections to the vault
  • Endpoint Cloud will show unprotected reason as "Server Connection Limit"
  • The number of errors may grow if stale connections are not being closed.
  • The device will retry after a period 
  • Increase the Vault connection limit in the vault configuration file (The max number of concurrent connections is limited by the hardware on the server)
  • Speak to Cibecs support
Other
  • The number of uncategorized errors. If you have Other errors, please contact our technical support team for assistance. (support@cibecs.com)
  • If more than 4 different error reasons are listed, those error reasons will be consolidated under OTHER
  • Endpoint Cloud will show unprotected reason as "Other"
  • Use filters to narrow down the additional error reasons not represented under the Protection Status view

 

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