Index out of sync error preventing backup from running
The backup fails to run due to the index being out of sync
When a device continually goes into a sleep\hibernate on a daily basis this causes an indexing issue
where the index becomes out of sync and the files cannot be indexed before a backup can start.
How to identify the problem
The user device appears online in the tenant, but no backup starts whether you try a remote backup from the tenant or from the Protection Agent on the user's device.
Unable to perform action BACKUP blocked by INDEX_OUT_OF_SYNC
Log phrase to look for: "BACKUP blocked by INDEX_OUT_OF_SYNC"
Find the log here: %appdata%\Cibecs\Agent\Logs\agent.log
What caused this problem?
The PC being put to sleep\hibernate daily without a reboot of the device.
How do I resolve this problem?
There are two ways to resolve this issue:
1. Ask the user to reboot their PC if they haven't in a few days.
2. Move the user device between teams on Endpoint Cloud. This will push down the config of the Policy and Vault configurations and force a re-index of the files.
Check if the problem has been fixed
If the problem has been fixed successfully, then the user's backup should kick off shortly after that forced re-index of the files.