Ahsay Backup Information: Reasons for Missed Backups

Missed Backups can happen for a number of reasons, Below is a list of the most common causes:

1. The client machine was shutdown or in hibernation mode at the start time of the scheduled backup.
Resolution: Make sure the machine is powered on or not hibernated at the scheduled backup start time.

2. The client machine is not connected to the network/internet, thus no access to the backup server.
Resolution: Get the machine connected to the network/internet.

3. If the client Machine connects to the internet via a proxy server, there may be bandwidth or access restrictions on the proxy server which stops the client agent’s connection to the backup server.
Resolution: Edit the bandwidth or access restriction on the proxy server to allow the agent to connect to the server during the backup window.

4. Firewall setting has been changed on the client machine or network.
Resolution: Edit the firewall settings on the client or internet gateway to allow outbound connections to KeepItSafe (103.42.190/24) via HTTP (TCP 80) and HTTPS (TCP 443) from the computer/s with the agent installed.

5. The scheduler service for the backup agent is not running.
Resolution: check to ensure the Online Backup Scheduler (KeepItSafe) Windows service is running, if it is not, start it.

6. The login password for the backup agent has been updated recently either through portal.keepitsafe.co.nz, or through the client agent on another machine using the same user account.
Resolution: Login to the backup agent on the affected client machine to update the setting.

7. The account the agent runs under password has been updated
Resolution: The password for this backup set needs to be updated in the agent in “User Authentication for Windows” under "General" in the client agent.

8. The Backup client agent was accidently uninstalled from the client machine.
Resolution: Reinstall the client agent and then login to the client agent with the original user account.

If none of the above resolutions solves your missed backup problem, please contact us for troubleshooting.