Common Problems

From qcwiki

General errors


Missed Backup


Error Missed backup shown in backup report
Meaning The scheduled backup did not run.
Action

Log a call with Support
Call our Service Desk



Another Backup is still running


Error unable to start backup: Another backup is running
Meaning The previous job has not completed running.
Action Check all previous log reports on the client to fine the running job. Either cancel this job or let this complete



Stopped by scheduler


Error Backup interrupted by backup scheduler or Backup stopped by scheduler shown in backup report
Meaning The backup set has been configured to run for a set period of time and has not finished in this time. For example the schedule is set to start at 8pm and only run for 12 hours, on that day there were a large number of files added or updated and the time taken to upload these was longer than 12 hours.
Action Once all the new files have been uploaded this message will no longer appear. Depending on the amount of new data to upload this could take several days. A better option is to set a bandwidth limit on the backup job and not a time limit, this means it can run during the day as well, but without affecting your Internet connection.



Quota Exceeded


Error Quota Exceeded shown in backup report
Meaning The amount of data to backup exceeded the backup quota set for this account. Some jobs for this account may still complete if they have few changes to upload.
Action Log a call with Support

Call our Service Desk



Error='null'. Client agent will retry shortly


Error [StartBackupRqt] IP='82.1.24.3:28807' User='TestCo' BackupSet='testCo-srv01-data (1215514014635)' BackupJob='2008-10-08-03-07-04' StartTime='2008-10-08 03:08:27' CurrentTime='2008-10-08 03:14:49' '''Error='null'. Client agent will retry shortly.'''
Meaning Internet connection between client and server has dropped.
Action The backup set will automatically reconnect and continue running correctly.



File Data Backups


Backup source "X:\xxxx.ldb" does not exist


Error Backup source "C:\xxxx.ldb" does not exist.
Meaning Either the backup has been removed from the backup selection or deleted by the client.
Action Confirm with the user if this file/folder has been removed from their server. To stop the error log into the website, edit the backup job and remove the file/folder causing the error.



The process cannot access the file because it is being used by another process


Error [Error][Updated File] File="C:\Users\user\AppData\Local\Microsodft\Outlook\User.pst" Error="The process cannot access the file because it is being used by another process.
Meaning The file being backed up is open so it cannot therefore be accessed. This problem can also occur when trying to backup an SQL or Exchange database as files, rather than with an Exchange type job. In addition, it may happen if running two backup jobs on the same drive at the same time (the second cannot create a volume shadow copy).
Action
  1. Set a filter to exclude this file, alternatively you can run a pre-command to kill outlook prior to the job running.
  2. If this file is a database (as in this example) exclude the files and use an SQL/Exchange job instead.



Snap Shot for Shadow Copy set is missing


Error [Shadow Copy] Snap Shot for Shadow Copy set is missing, backup terminate.
Meaning There has been a problem with Volume Shadow Copy.
Action Check Event Viewer for errors relating to Volume Shadow Copy and resolve before running backup again



Microsoft Exchange


An incremental backup cannot be performed when circular logging is enabled

Error CExBackup::backupService:HrESEBackupSetup: Error Number 0xc800020e: An incremental backup cannot be performed when circular logging is enabled.
Meaning A log file backup for Exchange has been run, but circular logging is enabled so this must be turned off.
Action Disable circular logging or change the backup schedule to do a full mailbox backup instead.



There is not enough space on the disk


Error CExBackup::backupFile:WriteFile Path=E:\QCTEMP\1212571133750\MG-SRV01\Microsoft Information Store\First Storage Group\Mailbox Store (MG-SRV01)\priv1.edb.2008-08-19-22-24-00-000.ADD: Error Number 0x70: There is not enough space on the disk.
Meaning There is not enough space for the local Exchange backup to store its delta file.
Action Check the Temp location under options. Where possible, free more disk space / add an external drive or change the temp location to somewhere that has more space.



insufficient permissions to the mailbox


Error [2009/02/18 18:15:06] [info] [OBM.OutputStream][srv-dc01-mailbox] [JNI callback] "SRV\administrator" might have insufficient permissions to the mailbox
Meaning The account used to do the mailbox level backup does not have permissions.
Action To resolve the issue, please ensure that the account concerned has permission the the mailbox. If this is a 365 mailbox please ensure you have followed the instructions here to prepare your tenancy.

Please also ensure that any mailbox you require backing up is visible to the GAL



SQL / MySQL / Oracle


BACKUP LOG is not allowed while the recovery model is SIMPLE


Error Microsoft][ODBC SQL Server Driver][SQL Server]The statement BACKUP LOG is not allowed while the recovery model is SIMPLE. Use BACKUP DATABASE or change the recovery model using ALTER DATABASE
Meaning The SQL database mentioned is in simple mode, which means it does not create log files that can be backed up.
Action If the database is small (few hundred mb) then change the schedule to perform a Database backup every day.
  • If the databases are large, it may be possible to change thew recovery model to Full (If this is a 3rd party database, please check with the vendor first)
  • alternatively you will need to make changes to the schedule to reflect the database mode.



[Microsoft][ODBC SQL Server Driver][SQL Server]Cannot open backup device


Error Microsoft][ODBC SQL Server Driver][SQL Server]Cannot open backup device \\Server\templocation$\1198154383579\SERVER2\database\data\DATABASE.bak.2008-09-01-00-12-00-000.ADD'. Device error or device off-line. See the SQL Server error log for more details.
Meaning The temp directory is not available.
Action On the customer server, you will need to ensure that the temp directory for QCBackup is set to somewhere that can be accessed.



Cannot open database requested in login


Error Microsoft][ODBC SQL Server Driver][SQL Server]Cannot open database requested in login 'Opus'. Login fails..
Meaning The account used to run the backup does not have permissions to the database.
Action
  1. Open the backup set.
  2. Click General.
  3. Enter valid SQL Login ID and Password.
  4. Save and run again.