Section 1 - Help Centre

This section provides useful help and tips over and above the formal support manual sections 2 through 18.




1.9 How to troubleshoot missed backups


    Product Version: ACB & OBM

    Operating System: All platforms

    Description:

    How to troubleshoot missed backups



The client machine was shut down or in hibernation mode at the start time of the scheduled backup.

  1. Make sure the machine is powered on or not hibernated at the scheduled backup start time.

Multiple entries in home.txt

  1. C:\Program Files\Backup Manager\home.txt (v6 OBM) or C:\Program Files\OBM\home.txt (V7+ OBM) should generally contain one line pointing to a {user_home}\.obm directory. If another windows user has logged into the server/workstation and opened the OBM additional lines can be added. This can confuse the Online Backup Scheduler and stop scheduled backups from running.
  2. Delete any additional lines in home.txt, the correct one should contain the {user_home}\.obm of the windows user that created the backup sets. After editing home.txt you will need to restart the Online Backup Scheduler service.

Restart the Online Backup Scheduler

  1. Check there is only one entry in home.txt (see above).
  2. Close the OBM if it is open and also right click the OBM icon in the system tray and select Exit.
  3. Go to the Services MMC (e.g. Start -> Run -> type services.msc).
  4. STOP the
  5. Wait a minute and then start Task Manager, Select Processes and "Show processes from all users" then order by Image Name, if there are any processes called bschJW.exe or bJW.exe please end process them.
  6. Go to C:\Program Files\Backup Manager\ipc\Scheduler\ and delete any files in that directory (possibly 2, running and stop).
  7. Go back to the Services MMC and START the Online Backup Scheduler service.

OBM client agent was accidently uninstalled from the client machine.

  1. Reinstall the client agent and then login to the client agent with the original user account.

Firewall or Web Filter blocking access to the Backup Servers

  1. The OBM uses port 443 (https) to connect to the following networks and hosts, please allow them through your firewall/web filtering devices:

Relevant Log File Locations

  1. The following log files will help support locate the cause of any issues.
  2. Version 6 OBM's
  3. Version 7+ OBM's
  4. home.txt file will point to a .obm directory, within that directory there will be a "{user_home}\.obm\log\Scheduler\" directory, please zip the whole contents of this folder up.

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