Connected 25.2 Help Center

Troubleshoot restore errors

If Connected encounters an error while restoring files, the web application displays an error message on the RESTORE tab. The information in the following sections can help you troubleshoot both request- and asset-level restore errors.

TIP: Keep the following in mind while troubleshooting errors:

If Connected fails to restore files and does not report an error, see the FAQ Why did Connected not restore my file?
Although you can run a restore request only once, you can quickly create a new request from files in an existing one.

If Connected fails to restore all of a request's files, after resolving the issue, you can quickly create a new request by selecting files from the original one to restore them again.

Request-level errors

These errors occur while the Agent is initiating the restore process and impact the entire restore request. The following table lists common request-level errors and provides troubleshooting information for each one.

Message	Solution
Windows: `The restore location specifies a drive that does not exist on the device.` macOS: `The restore location specifies a volume that does not exist on the device.`	The device does not contain the specified drive (Windows) or volume (macOS) on which to restore assets. Recreate the restore request with a valid drive or volume.
`The specified restore location is a file but should be a folder.`	The restore location specified is a file but should be a folder. Recreate the restore request and specify a folder as the restore location.
`The Agent does not have write access to the restore location.`	The Agent cannot write assets to the specified folder. If you encounter this error, ensure the following: The folder is not locked The drive or volume has enough free space for the assets The Agent has permission to write to the folder The Agent runs under the context of the user account that you used to log on to the computer. Therefore, if you do not have permission to access the folder, such as if you get an “access is denied” error trying to open it, the Agent cannot restore assets to it. If possible, adjust the folder’s permissions so that your user account can access it. After you correct the permissions, try to restore the asset again. If you cannot adjust the folder’s permissions, you can use the Connected web application to download the asset.
`The path to the specified restore location is invalid.`	The specified restore path contains one or more characters that are not valid for the device’s operating system. Recreate the restore request using a valid path as the restore location. The following list identifies the reserved characters and names to avoid on each operating system. macOS No reserved characters or names Windows Reserved characters: * (asterisk) : (colon) " (double quote) / (forward slash) > (right angle bracket) < (left angle bracket) ? (question mark) \| (vertical bar or pipe) any control character Reserved names: AUX CON COM[1-9] LPT[1-9] NUL PRN listed names that include a file extension, such as AUX.TXT any name that contains a trailing space or period (.)
`The Agent cannot create the restore location.`	The Agent failed to create the restore location’s folder hierarchy due to an unknown reason. Contact your Support representative for help.
`The Agent encountered an unexpected error while processing the restore request.`	The Agent encountered an unexpected error while processing the restore request. Contact your Support representative for help.

Asset-level errors

These errors occur while the Agent is restoring an individual asset and impact only that asset. When you view the details of a specific restore request, any asset-level error messages appear in the Details column. If you download a request's details, the resulting report contains any error messages. The following table lists common asset-level errors and provides information about how to resolve them.

Message	Solution
`The Connected server sent the Agent invalid information about the asset.`	The Agent did not receive valid information about the asset from the Connected server. Contact your Support representative for help.
`The Agent could not authenticate with the Connected server.`	The Agent encountered a problem authenticating with the Connected server. Some authentication issues are temporary so try restoring the assets again.
`The Agent could not access the asset on the Connected server.`	Although the Agent connected to the Connected server successfully, it was unable to access the asset on it. Contact your Support representative for help.
`The Agent could not restore the asset’s metadata.`	The Agent failed to restore the asset’s metadata. However, it did successfully restore the asset so this message is only a warning.
`The Agent could not write the asset to the restore location.`	The Agent could not restore the asset to the specified folder. Ensure the folder is not locked and the Agent has permission to write to it.
`The Agent encountered problems communicating with the Connected server.`	The Agent could not establish a successful connection with the Connected server. The problem could be temporary so try restoring the asset again.
`The Agent encountered an unexpected error while restoring the asset.`	An unexpected error prevented the Agent from restoring the asset. Contact your Support representative for help.
`The Agent successfully restored the user state file but failed to import it.`	Although the Agent restored the Windows user state (`.mig`) file, the system failed to import it so the user state data was not reinstated. Connected logs information about import errors to the file `C:\ProgramData\Connected\Logs\loadstate.log`. To troubleshoot the problem, use the information in this file as well as the requirements for importing user state files. If you need help, contact your Support representative.