Troubleshoot backup errors

The Errors tab of the Agent's Backup Status dialog box lists files and folders the Agent failed to back up after multiple attempts and that now need attention. To help you troubleshoot problems, the tab provides information about each error and uses icons to denote items with specific backup-related characteristics.

The first two columns of the Errors tab use icons to denote certain characteristics of files with backup errors:

  • Column 1 (asset locked by policy icon). Uses the following icons to indicate items that policy prevents or might prevent you from removing from your backup set:

    • asset locked by policy icon  A file you cannot remove due to locked administrative policy.
    • asset unknown excludability icon  A folder that administrative policy does not prevent you from removing but which might contain items governed by a locked policy that prevents their removal.

  • Column 2 (asset exceeded maximum retries icon). Uses the asset exceeded maximum retries icon icon to indicate a file or folder the Agent no longer tries to back up because it reached its maximum number of attempts.

    The Agent attempts to back up failed items several times, waiting an increasingly longer amount of time between each attempt, until it either succeeds or reaches its maximum number of retries. If it reaches the retry limit, the Agent stops its attempts until either you restart the Agent (which resets the retry count) or you explicitly instruct the Agent to try again after you resolve the error.

    • This tab lists up to the first 10,000 failed items based on the current sort criteria. By default, the tab sorts items by Last Backup Attempt value, in descending order. Use the information on the Errors tab to troubleshoot problems by either resolving errors or removing items from your backup set, if policy allows. There are many reasons why a backup failure might occur. For a list of the most common reasons and some possible solutions, see Why did the Agent fail to back up my file?

    To troubleshoot an error

    1. On the Backup Status dialog box, click the Errors tab.

      Right-click the Connected icon (green square with the white letters "CMX") in the Windows notification area (or click the icon in the macOS menu bar), and then click Show Backup Status.

    2. (Optional) Review information about the error.

      • To view the complete value of a partially visible field, point to it.
      • To open the folder that contains a particular file, right-click the file, and then click Show in Explorer (on Windows) or Show in Finder (on macOS).

    3. Fix the problem or remove the item from your backup set.

      1. To fix the problem:

        1. Correct the issue causing the problem.

          For example, if another application has the file open, save the file, and then close the application.

        2. If the item has reached its retry limit, as indicated by the asset exceeded maximum retries icon icon, right-click the item, and then click Retry at Next Backup.

      2. To remove the item from your backup set, if policy allows:

        1. Right-click the item, and then click Remove from Backup.
        2. In the confirmation prompt, click Remove.

        Although the Agent will no longer back up the item, Connected retains its most recent copy so you can access or restore it, if necessary.

      NOTE: If you select multiple items, only menu options that apply to all selected items are available.

    If backup failures continue after you try to resolve an issue, contact your Connected administrator for help.

    TIP: If you keep Backup Status open during a backup, to see the most recent status, click Refresh.