Common Errors
The following 10 errors are the most common among backup users. You can use this list to identify and resolve errors. If you need additional help, please call Global Data Vault Tech Support at 866-963-1900 X 2.
1. Backup Not Yet Finished - This message is usually caused by network connection errors or stalled backup client. Check to make sure your internet connection is stable and is not disconnecting during the scheduled backup. Also, please restart the backup client’s services by doing the following:
Click on Start>Run
Type In “services.msc”
Look for the following two services and restart them
AutoUpgradeAgent (datavault backup)
OnlineBackupScheduler (datavault backup)
For Further assistance please contact Technical Support at 866-963-1900 X 2
2. Missed Backup - This message means that your backup did not run on its normal schedule. This can be due to network connection errors, Standby/Power settings or the machine being off at the time of backup. Please follow the same steps in item 1 above to fix this issue.
3. User Interrupted – This error can be caused by user interference in the backup process. If at any point during the backup you stop the backup, you will receive this error. Please allow the backup to complete.
4. Quota Exceeded Backup Stopped –Your backup account has reached its maximum available storage. You can no longer backup without exceeding your quota. To fix this please call:
Customer Support at 866-963-1900 X 3.
Please have your user login available.
5. The process cannot access the file because it is being used by another process - Usually open files are not a concern, but sometimes, depending on the envorimment and the type of file lock used, errors can occur. This error means you have a specific file that is being locked by another program or is left open on a client machine. To fix this please verify that all programs are closed and that the file is not left open by someone during the backup process.
6. Access is denied (Network drive is not accessible) - This error means that the machine is having difficulties seeing a mapped drive or network drive. This is usually caused by an incorrect network admin password in the Backup Client. Please verify that you are using a user with Administrative rights to the network and the drives. To change the admin resource login:
Open GDV Backup Client.
Click on (Backup Set Name) > Properties
Change the Domain, Login and Password
For Further assistance please contact Technical Support at 866-963-1900 X 2
Make sure you save settings after any settings changes.
7. Path Does Not Exist – This means that within the backup set some files are not able to be read. The files may have been deleted from the machine. Please verify that the files you want backed up are still available and in the correct directory. This error can also be caused by placing the software on a new machine without creating a new backup set. In this case please contact Technical Support at 866-963-1900 X 2.
8. Cannot get File Permissions – This error means that the file permissions for specific files cannot be backup up. This error is related to the upgrade mechanism within the program. To fix this issue please contact Technical Support at 866-963-1900 X 2.
9. Uploaded File Size Incorrect – At the beginning of a backup, the backup client scans the machine and determines how much data will be uploaded. If you receive this error it means that the size of a specific file is different than that of what it scanned. This can be caused by the file being worked on at the time of backup. Please be sure that the file is closed at time of backup.
10. Cannot Connect to Backup Server – This can be caused by antivirus or firewall rules which can block internet access to the program and cause the backups not to run. This can also be caused by a loss of internet connection. Please contact Technical Support at 866-963-1900 X 2.