When performing a backup of any type, the following error message is received in the backup report:

[StartBackupRqt] IP=’User-IP-Address’ User=’Username’ BackupSet=’Backup Set (BackupID)’ BackupJob=’YYYY-MM-DD-hh-mm-ss’ StartTime=’YYYY-MM-DD hh:mm:ss’ CurrentTime=’YYYY-MM-DD hh:mm:ss’ Error=’null’. Client agent will retry shortly.

The message suggests that the request for a backup set’s file list from the GBData server has timed out.

When a backup job is initiated, the GBDataOBM client would request for a backup set’s file list from the GBData server. As the request is made, the GBData server will generate the file list and compress this information to “block” file(s), where the block(s) are then sent to the GBDataOBM client (as each block is generated).

During the generation of the file list , if the time taken exceeded the timeout period for GBDataOBM, the retry message is flagged. GBDataOBM would also submit this retry null error to GBData server.

When performing a backup of any type, the following informative message is received in the backup report:

No checksum file found. File “Directory_Path\File” is being backed up in its entirety along with its checksum file

The message suggests that the checksum file of the corresponding data file on the GBData server is missing or corrupted.

You can safely ignore the message, as the checksum file along with the data file would be uploaded again when the current backup job is performed.

Please also verify if there are hardware or I/O issues with the corresponding User Home partition.

When performing a backup of any type, the following error message is received in the backup report:

Checksum of file \User_Home\Username\files\Backup_ID\Current\xxxx\xxxx\xxxx\xxxx\File is incorrect. Deleting backup file – ServerPath=’\User_Home\User\files\Backup_ID\Current\xxxx\xxxx\xxxx\File’ BackupSet=’Backup_Set(Backup_ID)’ BackupJob=’Current’ ClientPath=’\Directory_Path\File’ Type=’C’ RunByBackupJob=’YYYY-MM-DD-hh-mm-ss’

The message suggests that the checksum value of the corresponding data file on the GBData server is not correct.

You can safely ignore the error, as the incorrect file has been removed from the GBData server, the file would be uploaded again when the current backup job is performed.

Please also verify if there are hardware or I/O issues with the corresponding User Home partition.

When performing a file backup, the following error messages are received in the backup report:

File=”\\Network_Drive\Directory\File” Error=”Access is denied.”

The message suggests that the login credentials specified in the “User Authentication for Windows” setting of the file backup set does not have sufficient right to access the file or directory specified.

Please ensure that the login credentials specified in the “User Authentication for Windows” setting does have sufficient right to access the file or directory.

Example with GBDataOBM

network drive

If the problem persist, please also verify if the “Log on” account of the GBDataOBM / GBDataACB scheduler service has sufficient permission right(s) to access the temporary directory.

Alternatively, instead of “Local System”, please try running the GBDataOBM / GBDataACB scheduler service with a Windows account that has sufficient permission right(s) to access the temporary directory. You can do so by following the instructions below:

1. Open [Control Panel] -> [Administrative Tools] -> [Services] -> [Online Backup Scheduler (GBData Online Backup Manager / GBData A-Click Backup)] -> [Log on]
2. Select the [This Account] option
3. Enter the Login Credentials
4. Restart the [Online Backup Scheduler (GBData Online Backup Manager / GBData A-Click Backup)] service

When performing a file backup, the following informative messages are received in the backup report:

[Shadow Copy] (1/10) Will retry in 60 Sec.

[Shadow Copy] (2/10) Will retry in 60 Sec.

…

[Shadow Copy] (10/10) Will retry in 60 Sec.

[ERROR] VSS_E_WRITER_INFRASTRUCTURE

Notes:

Since a shadow copy cannot be created, the error above will usually result with the following error being flagged as well:

[Error][Updated File] File=”C:\Directory_Path\File” Error=”The process cannot access the file because it is being used by another process.”

This is a Microsoft Volume Shadow Copy issue.

Windows XP / Vista:
To resolve the issue, please re-register the Volume Shadow Copy Service. To do so, you could utilize the “RegisterVSS.bat” script available in ${Install-Home}\bin. Please also reboot the machine afterward.

Notes:
Please safely ignore the error message(s) displayed during the re-registration, as some of the DLL files are platform specific.

Windows 2003:
To resolve the issue, please follow the instructions below:

1. Please backup the registry key -
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\EventSystem\{26c409cc-ae86-11d1-b616-00805fc79216}\Subscriptions
2. Remove this registry key along with all its sub-keys
3. Reboot the machine

Although, it is not an official recommendation from Microsoft, this key will get recreated after the machine is restarted.

When performing a file backup, the following informative messages are received in the backup report:

[Shadow Copy] (1/10) Will retry in 60 Sec.

[Shadow Copy] (2/10) Will retry in 60 Sec.

…

[Shadow Copy] (10/10) Will retry in 60 Sec.

[ERROR] VSS_E_PROVIDER_VETO

Notes:

Since a shadow copy cannot be created, the error above will usually result with the following error being flagged as well:

[Error][Updated File] File=”C:\Directory_Path\File” Error=”The process cannot access the file because it is being used by another process.”

The message suggests that the file(s) being backed up is on a FAT32 partition and either there is no NTFS partition on an internal drive or that NTFS partition has less than 100MB of free disk space.

The problem can also occur if the disk activity was high when the backup job is performed.

To resolve the issue, please correct the partition issues suggested above and perform the backup again.

Please also verify if there is other application(s) running on the corresponding machine, which may require a high amount of disk resources. Alternatively, you can perform the backup when disk usage is low.

When performing a file backup, the following error message is received in the backup report:

[ERROR] VSS_E_UNEXPECTED_PROVIDER_ERROR

Notes:

Since a shadow copy cannot be created, the error above will usually result with the following error being flagged as well:

[Error][Updated File] File=”C:\Directory_Path\File” Error=”The process cannot access the file because it is being used by another process.”

This is a Microsoft Volume Shadow Copy issue.

Windows XP / Vista:
To resolve the issue, please re-register the Volume Shadow Copy Service. To do so, you could utilize the “RegisterVSS.bat” script available in ${Install-Home}\bin. Please also reboot the machine afterward.

Notes:
Please safely ignore the error message(s) displayed during the re-registration, as some of the DLL files are platform specific.

Windows 2003:
To resolve the issue, please follow the instructions below:

1. Please backup the registry key -
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\EventSystem\{26c409cc-ae86-11d1-b616-00805fc79216}\Subscriptions
2. Remove this registry key along with all its sub-keys
3. Reboot the machine

Although, it is not an official recommendation from Microsoft, this key will get recreated after the machine is restarted.

When performing a file backup, the following error messages are received in the backup report:

[Error][New File] File=”\Directory_Path\File” Error=”The device is not ready. ”

The message suggests that GBDataOBM / GBDataACB has problem reading the backup source media. Some possible causes of this issue could be hardware problem on the media in concern, Volume Shadow Copy issue, etc.

Windows XP / Vista:
To resolve the issue, please re-register the Volume Shadow Copy Service. To do so, you could utilize the “RegisterVSS.bat” script available in ${Install-Home}\bin. Please also reboot the machine afterward.

Notes:
Please safely ignore the error message(s) displayed during the re-registration, as some of the DLL files are platform specific.

Windows 2003:
To resolve the issue, please follow the instructions below:

1. Please backup the registry key -
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\EventSystem\{26c409cc-ae86-11d1-b616-00805fc79216}\Subscriptions
2. Remove this registry key along with all its sub-keys
3. Reboot the machine

Although, it is not an official recommendation from Microsoft, this key will get recreated after the machine is restarted.

When performing a file backup, the following warning message is received in the backup report:

Path “Directory_Path\Directory” does not exist!

However, the directory path in concern has been removed from the backup source already.

The message suggests that the mentioned path is still being selected as part of the backup source. This warning message can also be flagged if a backup filter is still being set to be applied on the mentioned directory path.

To resolve the issue, please ensure that the corresponding directory path is removed from the backup source of the affected backup set. Please also verify if there is any filter that may be applied to the directory path in concern.

When performing a backup of any type, the following informative message is received in the backup report:

Incomplete backup file deleted because the file was not updated within the last 48 hours.. Deleting backup file – ServerPath=’\User_Home\File’ BackupSet=’Backup_Set(Backup_ID)’ BackupJob=’Current’ ClientPath=’\Directory_Path\File’ Type=’F’ RunByBackupJob=’YYYY-MM-DD-hh-mm-ss

The message suggests that the upload of the corresponding file has not been completed, and there is no update on the file within the next 48 hours. Thus, the incomplete file is removed from the GBData server.

Since the incomplete file has been removed from the GBData server, the file would be uploaded again when the next backup job is performed. If the issue only occurs occasionally, you can safely ignore the error.

In the cases where the issue persist, please ensure that the connection to the GBData server can be established during the backup process.

When performing a backup of any type, the following error message is received in the backup report:

Unable to log to server. Error=”[YYYY/MM/DD hh:mm][Http.doPost] Error=’Connection

timed out: connect’. Still Fail After Retry!!!!”
The message suggests that there is problem with the connection between the GBDataOBM / GBDataACB client and the GBData server.

If the issue only occurs occasionally, you can safely ignore the error. In most cases, GBDataOBM / GBDataACB will attempt to re-establish connection to the GBData server.

In the cases where the issue persist, please ensure that the connection to the GBData server can be established during the backup process.

When performing a file backup on network drive, the following warning messages are received in the backup report:

“\\Network_Path\Directory” The specified username is invalid.

Skip backing up “\\Network_Path\Directory” (network drive is not accessible)

The message suggests that the login credentials entered in the “User Authentication for Windows” setting for the affected backup set does not have sufficient permission to access the network drive.

To resolve the issue, please ensure that the login credentials specified in the “User Authentication for Windows” setting does have sufficient right to access the network drive.

Example on GBDataOBM:

User ID

If the problem persist, please also verify if the “Log on” account of the GBDataOBM / GBDataACB scheduler service has sufficient permission right(s) to access the network drive. Alternatively, instead of “Local System”, please try running the backup scheduler service with a Windows account that has sufficient permission right(s) to access the network drive. You can do so by following the instructions below:

1. Open [Control Panel] -> [Administrative Tools] -> [Services] -> [Online Backup Scheduler (GBData Online Backup Manager)] -> [Log on]
2. Select the [This Account] option
3. Enter the Login Credentials
4. Restart the [Online Backup Scheduler (GBData Online Backup Manager)] service

Notes:
For issue with GBDataACB, please edit the Login Credentials for the backup scheduler service [Online Backup Scheduler (GBData A-Click Backup)] instead.

When performing a backup of any type, the following error message is received in the backup report:

Orphan checksum pair file. Deleting backup file – ServerPath=’User_Home\User\files\Backup_ID\Current\xxxx\xxxx\xxxx\xxxx\*.chk’ BackupSet=’Backup_Set(Backup_ID)’ BackupJob=’Current’ ClientPath=’Directory_Path\File’ RunByBackupJob=’YYYY-MM-DD-hh-mm-ss’

The message suggests that the GBData server located a checksum file on server, but the corresponding data file cannot be found (or vice versa).

To resolve the issue, please contact technical to rebuild your data.

When performing a backup of any type, the following job status is received in the backup report:

Backup Interrupted by System Error “Maximum retry reached”

Upon further investigation, the following informative / warning message is received in the client log:

[YYYY-MM-DD hh:mm:ss][erro] Backup Interrupted by System Error “[Thread][BackupSet Dispatcher][BackupSet][BackupSetDispatcher.sendRequest] Maximum retry reached”

The message suggests that there is problem with the connection between the GBDataOBM client and the GBData server. Furthermore, the maximum number of attempts to re-establish the connection has been reached. Thus, the backup is then terminated by the system.

If the issue only occurs occasionally, you can safely ignore the error.

In the cases where the issue persists, please ensure that the connection to the GBData server can be established during the backup process.

When performing a file backup, the following informative message is received in the backup report.

“\Directory_Path\File” has been removed already

The message suggests that during the uploading stage of a backup job, the corresponding file(s) identified in the file comparison stage no longer exists on the client machine. This usually happens to temporary file(s) that is created and removed frequently.

To further explain, when a backup job is started, the following actions are performed by GBDataOBM.

1. Pre-command(s)
2. Create Volume Shadow Copy (if necessary)
3. Download the remote file list from the GBDataOBS server
4. Compare the local files with the remote file list determine the list of file(s) to be uploaded
5. Upload the data listed in Step 4
6. Post-command(s)
7. Remove the created Volume Shadow Copy

The message “…has been removed already” is flagged when a file(s) that was listed in the local file list (Step 4) no longer exists on the client machine in the file upload stage (Step 5).

Furthermore, this problem can also occurs if an incorrect Volume Shadow Copy snapshot of the file has been created, or if the affected file is not included in the Volume Shadow Copy snapshot.

Finally, for GBDataOBM / GBDataACB version prior to 5.5.1.0, this issue can also occurs if the “Temporary directory for storing backup files” assigned for the affected backup set has been set to a directory that does not exist.

To resolve the issue, please follow the instructions below:

If In-file delta is enabled for the backup set in concern, please ensure that the “Temporary directory for storing backup files” setting of GBDataOBM is set to a writable directory with sufficient disk space.

Please also verify if the file(s) in concern is temporary file. If it is, please un-select these files from the backup source to resolve the issue.

In the cases where the issue is caused by incorrect snapshot of Volume Shadow Copy, please follow the instructions below:

Windows XP / Vista:
To resolve the issue, please re-register the Volume Shadow Copy Service. To do so, you could utilize the “RegisterVSS.bat” script available in ${Install-Home}\bin. Please also reboot the machine afterward.

Notes:
Please safely ignore the error message(s) displayed during the re-registration, as some of the DLL files are platform specific.

Windows 2003:
To resolve the issue, please follow the instructions below:

1. Please backup the registry key -
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\EventSystem\{26c409cc-ae86-11d1-b616-00805fc79216}\Subscriptions
2. Remove this registry key along with all its sub-keys
3. Reboot the machine

Although, it is not an official recommendation from Microsoft, this key will get recreated after the machine is restarted.

Notes:
If you are running an older version of GBDataOBM / GBDataACB (Pre-5.2.4.0), you could consider patching the GBDataOBM / GBDataACB software to the latest patch release. The instruction can be found by Clicking Here.

When performing a backup of any type, the following error message is received in the backup report:

[BackupSet.append] Checksum incorrect. File=’\Directory_Path\File’ Location=’User_Home\Username\files\Backup_ID\Current\xxxx\xxxx\xxxx\xxxx\File’ Recd=A Cald=B

The message suggests that the checksum file of the corresponding data on the GBData server is not correct.

Please contact GBData technical to rebuild your data.

When performing a backup of any type, the following error message is received in the backup report:

[BackupSetFileSystem.resetNumDeltaMade] No full backup found for this checksum file. Job=’Current’ File=’\Directory_Path\File’

Please contact technical support to rebuild your data.

When performing a backup of any type, the following error message is received in the backup report:

[BackupSet.append] Uploaded file size incorrect. File=’\Directory_Path\File’ Location=’User_Home\User\files\Backup_ID\Current\xxxx\xxxx\xxxx\xxxx\File’ ExpectedFileSize=A UploadedFileSize=B
or

File size incorrect (expected=A found=B). Deleting backup file -ServerPath=’User_Home\User\files\Backup_ID\Current\xxxx\xxxx\xxxx\xxxx\File’ BackupSet=’Backup_Set(Backup_ID)’ BackupJob=’Current’ ClientPath=’Directory_Path\File’ RunByBackupJob=’YYYY-MM-DD-hh-mm-ss’

The message suggests that the GBData server detected a size difference between the file size received and the file size that it was expecting. Some possible causes of this issue can be network instability, packet drop, etc.

If the issue only occurs occasionally, you can safely ignore the error.

In the cases where the network between the GBData server and the GBDataOBM client remain unstable, you can try decreasing the transfer block size. You can do so by logging into your GBDataOBM console, select [Setting], and modify [Transfer Block Size].

When performing a file backup, the following error message is received:

[Error][Updated File] File=”\\Network_Path\Directory\File” Error=”The process cannot access the file because another process has locked a portion of the file.”

The message suggests that the corresponding file is locked by other application when the backup job is performed.

In this case, although the GBDataOBM / GBDataACB user may have Volume Shadow Copy enabled. However, since the file in use resides on a network area, thus a Shadow Copy of the file cannot be created.

To resolve the issue, please close the application which is accessing the file before performing the backup.

When performing a web restore, the following error message is received in the Online Backup File Restoring Manager or the Internet Explorer 7 web browser may stop responding:

Example: [YYYY-MM-DD hh:mm:ss] “Cannot write to \DIRECTORY”

Cannot write to C:\TEMP (web restore on Internet Explorer 7 with Protected Mode on)

The problem will usually occur when Internet Explorer 7 is running in Protected Mode (a new feature only applied on Windows Vista).

To resolve the issue, please verify if the problematic machine is running on Windows Vista with Internet Explorer 7. If yes, please also verify if the Internet Explorer 7 is running in “Protected Mode”.

This can be done by viewing the bottom right of Internet Explorer 7: “Protected Mode:On” or “Protected Mode:Off”.

Cannot write to C:\TEMP (web restore on Internet Explorer 7 with Protected Mode on)

If the option is turned on, please disable it by selecting: Tools -> Internet Options -> Security , select the appropriate zone, and uncheck the option “Enable Protected Mode”.

Example: Tools -> Internet Options -> Security

Cannot write to C:\TEMP (web restore on Internet Explorer 7 with Protected Mode on)

In the cases where the problem persist, please also disable the User Account Control (UAC) on the affected machine.

You could do so by selecting Control Panel, type in “UAC” in the search box, and then select “Turn User Account Control (UAC) on or off”. On the next screen, uncheck the “Use User Account Control (UAC)” option, and then click “OK”.

If required, you may enable the the Protect Mode of Internet Explorer, and the UAC on the affected machine after the web restore has been completed. Alternatively, you could also perform the web restore using other web browser such as Mozilla Firefox or Opera.

When performing a file backup, the following error message is received:

[Error][Updated File] File=”\\Network_Path\Directory\File” Error=”The process cannot access the file because another process has locked a portion of the file.”

The message suggests that the corresponding file is locked by other application when the backup job is performed.

In this case, although the GBDataOBM / GBDataACB user may have Volume Shadow Copy enabled. However, since the file in use resides on a network area, thus a Shadow Copy of the file cannot be created.

To resolve the issue, please close the application which is accessing the file before performing the backup