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'?
Q9: I sometimes get an error message 'Cannot connect to Backup Daemon'. What does this mean?
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 by double clicking on the desktop icon
- Go to the toolbar
- Select Options > Update My Account Details
- You may need to wait a few seconds for the Account Security box to open
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 backup software service is called javaw.exe and this should 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.
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.
Q6: When my backup fails, in the client log it shows that the files failed
to backup because "access was denied". What does this mean?
A: "Access denied" means that your files may be password protected and the backup service
may require administrator login rights in order to back them up. Please see our help guides
for setting up the service with administrator rights
here.
Q7: When my backup fails, in the client log it shows that the files failed to backup because "the
process cannot access the file because it is being used by another process". What does this mean?
A: This error message usually relates to Outlook being open at the time of
backup, i.e it was in use so we could not back it up. Please ensure Outlook is
closed and remains closed throughout the backup and it should run fine.
Q8: When I look in the Client Log I see an error message "Got
partial catalogue from server concatenatePartialDelta or Throwable during concatenatePartialDelta() uk.
co.aradon.backup.FileServerException". Why are these showing and do I need to worry?
A: This message is saying that a backup was in progress when your Internet connection was
lost (either due to Internet going down accidentally or the machine being switched off without the
backup being paused or cancelled first). When the Internet connection becomes live again, the software
tries to resume the backup from where it left off (hence it reports 'got partial catalogue').
You don't need to worry about this message, however it is a good idea to leave the computer switched on
so the backup can finish and if you do need to switch your machine off it's best to check if
any backups are still running before closing down the machine. To do this, open the software,
click on the Backup Status button (top right) and if a progress meter appears you can pause
the backup that's running. If no progress meter appears then nothing is running at that time.
Q9: I sometimes get an error message 'Cannot connect to Backup Daemon'. What does this mean?
A: If you are receiving this message and your backups are NOT running automatically then
this message is suggesting that your firewall may be blocking the backup software from connecting to the
Internet, as such scheduled backups cannot be carried out. In order to fix this, please
refer to our Firewall help page here.
If you are receiving this message but your backups ARE running OK, then it is probably due to our
trying to connect to your Internet quicker than your machine is coming online. Consequently our software
is suggesting it could not connect. In this instance, as long as your backups are running OK, you do
not need to worry or do anything.
Q10: I am getting the error message "java.lang.OutOfMemoryError: Java heap space". What does this mean?
A: The error message "java.lang.OutOfMemoryError: Java heap space" is a a known Java issue and
suggests that you may have too many files within a single backup definition. To remedy we would advise splitting
up this backup definition into 2 or 3. You can easily amend the original definition by
de-selecting some of the folders/files and
then set up a second and maybe even a third definition to backup the balance of the files.
We recommend that backup definitions should contain up to 5gb and/or 100,000 files and also that
Emails and Databases should be backed up under separate definitions with a reduced backup cycle.