The Agent is continuously indexing


You may find that when you have a look at the agent in the system tray that it stays in an indexing state for more than the expected 10-15 minutes. It may stay in this state indefinitely.

How to identify the problem

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

In the system tray on the user device, the Agent will consistently show that it is indexing for hours and not come out of that state. See the image below:

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

Unable to perform action BACKUP blocked by VAULT_NOT_CONFIGURED 

Log phrase to look for: "VAULT_NOT_CONFIGURED "

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

What caused this problem?

The vault configuration did not update when the Cibecs Agent started up or it lost its configuration at a point during the process.

How do I resolve this problem?

In Endpoint Cloud you should move the device to a different team and then back again.
This will force the configuration update on the Cibecs Agent.

Check if the problem has been fixed

If the problem has been fixed successfully, then the backup will kick off shortly after the Team move.