Backups are not starting

Description

There are multiple causes for a backups that do not want to start.

One of the know issues are caused by an SD Card that is plugged into the SD Card reader of the device.

How to identify the problem

You will find that after a device has been activated successfully for protection, it never starts a backup.  The device will appear online from Endpoint Cloud, but the backup does not start even if it is triggered remotely.

If you have a look through the Cibecs Agent log, you will find the following entries:

2019-07-26 11:18:12.636 ERROR 22584 --- [IdxU-1-Restart] m.c.a.c.concurrent.IdentifiableRunnable  : Unhandled exception in IdentifiableRunnable.

java.lang.NullPointerException: null
	at mu.cibecs.agent.os.windows.WindowsDriveUtil.getUSBDrives(WindowsDriveUtil.java:134)
	at mu.cibecs.agent.os.windows.WindowsDriveUtil.getRemovableDrives(WindowsDriveUtil.java:40)
	at mu.cibecs.agent.os.windows.WindowsDriveUtil.isOnRemovableDrive(WindowsDriveUtil.java:18)

Log phrase to look for:  "java.lang.NullPointerException: null" and "mu.cibecs.agent.os.windows.WindowsDriveUtil.getUSBDrives"

Find the Cibecs Agent log on the user device:  %appdata%\Cibecs\Agent\Logs\agent.log

What caused this problem?

The index failure is caused by an SD card which is plugged into the user device.

How do I resolve this problem?

Verify that the device in fact has an SD Card plugged into it. To resolve this problem, you need to remove the SD Card from the device and restart the Cibecs Agent.

Check if the problem has been fixed

If the problem has been fixed successfully, then the indexing should complete successfully and a backup will start after approximately 10 minutes.