BackupVault Knowledgebase

Troubleshooting for BackupVault Pro

Introduction

The BackupVault Pro client generates logs detailing the backup events. When errors or warnings occur, these are displayed in the log summary and colour coded depending on severity. Below is a list of the most common errors and warning codes, what they mean, and how to prevent them. This guide will help you in troubleshooting common issues.

Backup failed to complete:

  • No files were found to back up
    • This means that nothing has been selected for backup, check your selections and ensure the files are present.
  • Unknown Username or Incorrect Password
    • The credentials for the account, either the password or key have changed. Ensure the backup client is using the correct credentials from the Options > Backup Account, you change the password, change / check the key, and update the clients settings file by clicking “Retrieve settings“.
  • Your backup limit of …GB has been exceeded by…
    • This message means your data selection size is larger then the account allocation. You will need to remove some data from the backup selection or contact support to increase the data allocation.

Warning:

  • Backups to this Account detected from another Backup Client
    • This means that the two devices are logged into the same backup account. This is highly unadvised and will create issues with your backups / restoration. Ensure that each device you want backed up has it’s own unique backup account.
  • The target ‘…:\…\’ referenced by symlink ‘…:\…\’ is not selected for backup
    • A symbolic link, also termed a symlink, is a special kind of file that points to another file. This warning occurs when the symlink is selected but not the actual file. The backup client must be pointed to the actual file location for the data to be backed up.

Error:

  • Backup failed: There is not enough space on the disk
    • There is not enough space left on the volume to create the Volume Shadow Copy during the backup process. Free up some space or increase the volume size. It is advisable to leave at least 10%+ of the total volume size free.
  • Cloud files are not supported
  • Could not gather…(OS info, hot fixes, disk info)
    • Check that the Windows Management Instrumentation Service is on. You can do that by:
      1. pressing the Windows key + R hotkey and entering ‘services.msc’ in Run.
      2. Double-click Windows Management Instrumentation on the Services window.
      3. If the WMI is disabled, select Automatic from the Startup type drop-down menu.
      4. Press the Start button.
      5. Then press the Apply and OK buttons.
      6. After this, restart the BackupVault ESE service.
  • Failed to add ‘…:\…\’ (Access is denied)
    • The files and or folders selected are not accessible due to permissions rules. Check the access rights on the data and ensure it has read/write access.
  • Failed to add ‘…:\…\’ ([123] The filename, directory name, or volume label syntax is incorrect)
    • The filename or path contains illegal characters / symbols. Avoid using characters and symbols when naming directories or files as applications can interpret them wrong and cause issue.
  • Skipping: \…\ (unavailable)
  • Skipping: \…\ (The tag present in the reparse point buffer is invalid)
    • This can occur if you are backing up local OneDrive folders. it indicates that one of the files is in a damaged state, which can occur if OneDrive has crashed or terminated improperly. This can usually be resolved by running ‘chkdsk c: /f’ (C being the drive where the OneDrive folder is located, change accordingly) from an elevated command prompt
      • Note: This may require a reboot.