Troubleshooting Backup Errors

Resolution

1. Devices that have never performed a backup

2. Devices that have not backed up in protection range (5 Business days)

1. Device not online

2. The Agent stopped and the user has not restarted since then

3. Agent not starting due to authentication

4. Agent not starting due to it not being in startup applications

1. Discovery Agent reports a heartbeat

2. Device not showing ONLINE

3. Cibecs Agent process not running on the user machine

1. Ensure that the device is connected to the internet and start the Cibecs Agent

2. Check that the Cibecs Agent is set to start automatically on startup and check the log for any authentication issues

3. Re-install the Cibecs Agent and find out why the user uninstalled it before

4. If the log shows that the index is out of sync, then restart the Cibecs Agent

1. Devices that have never performed a backup

2. Devices that have not backed up in protection range (5 Business days)

1. Cibecs Agent uninstalled

Explanation: If the device is listed under Protection on Endpoint Cloud then it previously had a Cibecs Agent installed

1. Cibecs Agent is unavailable under installed programs

2. Cibecs Agent cache folders still exist in the %APPDATA% location

1. Download and install the Cibecs Agent

2. Download link: https://downloads.endpointcloud.com/agent/endpointcloud-agent-windows-latest.exe

3. Start Cibecs Agent and wait 10 minutes for the built-in backup delay

1. Devices that have never performed a backup

2. Devices that have not backed up in protection range (5 Business days)

1. Agent continuously indexing

This can be seen by looking at the Cibecs Agent icon in the user's system tray

1. The Agent is shown as online

2. User flagged as never backed up or no backup

3. The log file shows “index out of sync”

4. Agent tray icon shows indexing

The Cibecs Agent is unable to get read access to the file because the file may be in use.

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.

1. Cibecs Agent service not running

2. VSS not working

   • VSS in use by another application

   • Not enough disk space on the device

   • VSSWriters not registered

   • File system errors (SFC)

1. Endpoint Cloud will show unprotected reason as "Locked Files"
2. Agent log file will show that VSS was unable to get a lock on the file.

1. Start agent service

2. Check that agent service is set to start automatically

3. Restart the device to resolve VSS issues caused by continuous sleep mode

4. Identify the application that may be utilizing VSS

5. Free up disk space on the device

6. Re-register VSS DLLs

7. SFC scannow to identify and fix file system errors

Agent Error

The Cibecs Agent experienced an unknown or un-identifiable error during backup.

1. Vault may be offline

2. Out of Memory (Java Heap Space) errors

3. Out of Memory - Storage service exception

4. Out of Memory - Failed to send contains file reference message

5. Out of Memory - Data access exception

6. Connection failed - storage service exception

7. File not found - index exception

8. Low bandwidth

1. Endpoint Cloud will show "Protected with Warning" reason as "Agent Error"
2. Endpoint Cloud will show unprotected reason as "Agent Error"
3. The number of errors may grow quickly

1. If the Vault shows OFFLINE, then restart the Vault service.

2. For memory related issues on the Agent you may increase the XMX value in the AGENT.VMOPTIONS file

3. Contact Cibecs support to investigate and log the unidentifiable error to Dev support

Devices that are unable to communicate with the Vault server on the designated port

1. Vault offline

   1. Not starting

   2. Out of storage

   3. Linux vault disk unmounted

2. Vault not accessible from outside the organization

3. Vault not accessible from device network (VLANs/WIFI/VPN)

1. Endpoint Cloud will show unprotected reason as "No Connection"

1. Check that Cibecs Vault service is started

2. Check that the Vault is available on the designated port which is port 9000 by default

3. Check Vault log to see reason

4. Add additional storage to volume

5. Mount drives for Linux vault

The number of devices that are unprotected and have lost their connection to Endpoint Cloud

Network connection interrupted

1. Moving between networks for example LAN to WIFI

2. Device has gone into sleep mode

3. Slow bandwidth

1. Endpoint Cloud will show unprotected reason as "Connection Lost"

1. Ensure that the power saving settings on the device will allow time for the backup to complete
2. Reconnect the device to a fast and stable network connection that has access to the vault
3. Start the backup and monitor the backup until completion

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.

1. Too many devices attempting simultaneous connections to the vault

1. Endpoint Cloud will show unprotected reason as "Server Connection Limit"
2. The number of errors may grow if stale connections are not being closed.

1. Device will retry after period (find out from dev how soon it will retry

2. Increase the Vault connection limit in the vault configuration file (The max number of concurrent connections are limited by the hardware on the server)

3. Speak to Cibecs support

The number of errors that are uncategorized. If you have Other errors, please contact our technical support team for assistance. (support@cibecs.com)

1. If more than 4 different error reasons are listed, those error reasons will be consolidated under OTHER

1. Endpoint Cloud will show unprotected reason as "Other"

1. Use filters to narrow down the additional error reasons not represented under the Protection Status view