TROUBLE SHOOTING - WINDOWS
If you are experiencing any issues using the service, we recommend in the first instance that you re-boot your machine.
Error Messages and what they mean
Q3: Why am I getting an error message saying 'client already logged in for backup'?
Q4: Why am I getting an error message saying 'client locked out'?
Q1: I have set up the backup software and keep getting an error message
saying "invalid/bad username exception"
A: It sounds like you may not have finished setting up the backup software, this is easily remedied by following these instructions:
- Open the backup software
- Select - 'Update My Account Details' from the options menu
When this window opens up, confirm if you have anything in the 'Username or 'Password' fields?
If not, please put in your Username and Password that you created when setting up the account.
Your Username will be on your Welcome email from us. (Only you will know your password, though it will be a combination of letters and numbers i.e sarah1 or brian55)
Once you have put in your 'Username' and 'Password', scroll down to the 'connection section' and leave this blank if you have either broadband or cable and scroll down further to the bottom of the page and click 'SUBMIT'.
A small box will now appear saying 'Settings Changed'
Click OK
You should now be able to use your account without problems.
Q2: I have set up the backup software and keep getting an error message saying "cannot connect to rmi registry 44400,
connection refused to host"
A: This error message suggests that you have a firewall in place that's blocking the backup software from accessing the Internet.
If a firewall is present it must allow outgoing TCP connections to ports in the range 44400-44408 and 44450.
The the backup software service uses 2 processes called "java" and "BackupGUI" which also need to be allowed through the firewall.
The backup software startup item is called AutomatedBackupDaemon and this may also need to be allowed.
Once allowed through your firewall the backup software should run fine and without problems.
If you keep getting this error message please contact your firewall provider for assistance.
Q3: Why am I getting an error message saying 'client already logged in for backup'?
A: This means that the backup software is in the process of running a task for you. It may be still in the process of
carrying out a large backup. Please wait for a while before trying to do whatever it is you are trying to
do. If after a significant amount of time this error message does not go away (i.e a day or 2), please in the
first instance re-boot your machine and then try a manual backup.
If you still receive this same error please contact us to look into it further for you.
Q4: Why am I getting an error message saying 'client locked out'?
A: For security if you put in the wrong password more than 3 times the system will lock you out for a
minimum period of 2 hours. Please leave the software alone for at least this amount of time before returning to it.
When you return to the backup software please ensure you have the correct password (combination of letters and numbers).
Q5: On my backup fail email it states "This backup contains out of
date versions of some files which are not currently accessible".
A: This is a safety feature which means that although we have not been
able to backup the latest copies of specific file/s, we have retained a
previous copy of the file/s ("an out of date version") so you will always be
able to restore this information (albeit not the most recent update) if
required prior to resolving why the most current copy of the file/s is not
being backed up.
Please check your client log to view which files are failing and follow the instructions on the Backup Fail email to remedy any issues.