TROUBLE SHOOTING - MAC
If you are experiencing any issues using the service, we recommend in the first instance that you re-boot your machine.
Backup issues
Q1: Why am I getting Backup Failed emails?
Q3: I have just put the backup software on a second machine but it's not backing up?
Q4: The service has stopped working, it's no longer backing up?
Q1: Why am I getting Backup Failed emails?
A:Please bear in mind that in most cases the majority of your files might still be backing up and this email is
only reporting that 'some' of your files are failing to backup.
Please read the email which will tell you how many files are failing and then open the backup software and click on the client log tab to see which files these are.
Files fail to backup for the following reasons:
- Are you backing up Outlook emails? If so, please make sure you close down Outlook before backing it up. For more information on backing up emails, see our support pages here.
- Have you deleted any files from your computer recently? If so, and you have specified the backup software to back up these files it will report back with an unsuccessful email because it cannot find the files any longer. To remedy this, please open the backup software and check your client log to see which files these are and once you know, click on the Backup tab > left click on the definition > open the drive on the right hand side by clicking on the little plus sign > and keep doing this until you find the files that you deleted from your computer. When you find these files, untick the boxes in the backup software and then click SAVE on the toolbar to save these changes.
- Are you backing up a server or networked drives? If so please see the questions below.
Q2: I'm having trouble backing up my server/networked computers/mapped
drives, it backs up OK manually, however when it backs up automatically I get backup unsuccessful
emails from you.
A: This is probably due to administrator rights. When backing up networked machines or
mapped drives you must follow the
instructions here.
Q3: I have just put the backup software on a second machine but it's not backing up?
A: This is usually caused by not updating the software with your username and password.
Please ensure you have done this by following the instructions from question 1 above.
IMPORTANT: Remember that when you set up your definitions to backup the second machine it must be called a different name to what you have set up on the first machine and you must also schedule it to run at a different time as well.
Q4: The service has stopped working, it's no longer backing up?
A: In the first instance we would suggest that you reboot your machine.
Once re-booted if it looks like it's still not backing up please check your client log, (open the backup software and click on the client log page). Are there any error messages being reported, such as connection issues? If so this will be the reason why the backup software cannot backup and for a remedy to this see answers to questions above.
Alternatively if you notice in the client log that the backup software is backing up each time but you are not receiving your confirmation emails please check your spam filter to make sure this is allowing mail through from us.
Have you recently reset your password, and if so have you updated this on the software? If you have not updated the software with your new password please please follow the instructions here.
Have you recently upgraded from dial up or ISDN to broadband/cable? If so, please see the instructions below in the connection issues section.
Q5: Why after carrying out a manual backup (Backup Now) does it not
change the date or time in the Last run/Next run area?
A:
The last run/next run area in the software relates to the automated backups (i.e when your last automated backup ran
and when the next one is due to run). This information will not be updated after running a manual
backup (Backup Now). If you check again after your next scheduled backup you should that the date/time
has now been updated.