Error:

A “Java Heap Space” error is encountered

Cause:

The java process that the software runs on was not able to allocate enough memory to perform its operations. This is normally the result of:

1. having a large number of files and/or data in the backup
2. delta merging during a restoration

Resolution:

Increase the java heap space size in the client configuration.

Under Windows:

1. ${Install-Home}\config.ini
2. ${Install-Home}\bin\RunOBC.bat

For Mac OS X:

1. ${Install-Home}/config.ini
2. ${Install-Home}/bin/RunOBC.sh

Open “config.ini” and “RunOBC.bat” with a text editor and change the values in bold text.
The bolded values affect the java heap size, which determines the maximum amount of memory used.

[config.ini]
app.system.ui.vm.opt.xmx=768

[RunOBC.bat]
SET JAVA_OPTS=-Xms32m -Xmx768m -Dsun.java2d.noddraw

Try increasing to 768 or higher, this will use more memory so ensure your system has enough free RAM

Error:

“\Directory_Path\File” has been removed already

Cause:

The message suggests that during the uploading stage of a backup job, the corresponding file(s) identified in the file comparison stage no longer exists on the client machine. This usually happens to temporary file(s) that is created and removed frequently.
To further explain, when a backup job is started, the following actions are performed by CyberSecure Advanced software agent.

1. Pre-command(s)
2. Create Volume Shadow Copy (if necessary)
3. Download the remote file list from the CyberSecure Offsite Backup server
4. Compare the local files with the remote file list determine the list of file(s) to be uploaded
5. Upload the data listed in Step 4
6. Post-command(s)
7. Remove the created Volume Shadow Copy
8. The message “…has been removed already” is flagged when a file(s) that was listed in the local file list (Step 4) no longer exists on the client machine in the file upload stage (Step 5).
9. Furthermore, this problem can also occurs if an incorrect Volume Shadow Copy snapshot of the file has been created, or if the affected file is not included in the Volume Shadow Copy snapshot.

Resolution:

Run two manual incremental backups consecutively and issue should be resolved.

Error:

[YYYY-MM-DD hh:mm:ss][erro] Backup Interrupted by System Error “[Thread][BackupSet Dispatcher][BackupSet][BackupSetDispatcher.sendRequest] Maximum retry reached”

Cause:

The message suggests that there is problem with the connection between the CyberSecure Advanced software agent installed on client computer and the CyberSecure Offsite backup server. Furthermore, the maximum number of attempts to re-establish the connection has been reached. Thus, the backup is then terminated by the system.

Resolution:

If the issue only occurs occasionally, you can safely ignore the error.
In the cases where the issue persists, please ensure that the connection to the CyberSecure Offsite Backup server can be established during the backup process.

Error

[StartBackupRqt] IP=’User-IP-Address’ User=’Username’ BackupSet=’Backup Set (BackupID)’ BackupJob=’YYYY-MM-DD-hh-mm-ss’ StartTime=’YYYY-MM-DD hh:mm:ss’ CurrentTime=’YYYY-MM-DD hh:mm:ss’ Error=’null’. Client agent will retry shortly.

Cause

The message suggests that the request for a backup set’s file list from the CyberSecure Backup server has timed out.

When a backup job is initiated, the CyberSecure Advanced software agent  would request for a backup set’s file list from the CyberSecure Offsite Backup server. As the request is made, the Offsite Backup server will generate the file list and compress this information to “block” file(s), where the block(s) are then sent to the CyberSecure Advanced software agent (as each block is generated).

During the generation of the file list, if the time taken exceeded the timeout period for CyberSecure Advanced agent, the retry message is flagged. CyberSecure Advanced agent would also submit this retry null error to CyberSecure Offsite backup server.

Resolution

Run an incremental backup manually.

Error

[Error][Updated File] File=”\\Network_Path\Directory\File” Error=”The process cannot access the file because another process has locked a portion of the file.”

(eg. ~$ bank transactions 2013.xlsx)

Cause

The message suggests that the corresponding file is locked by other application when the backup job is performed.

The example file given here (~$ bank transactions 2013.xlsx) is a temporary excel which is used by Excel for autorecovery.

Resolution

In this case, although the CyberSecure Advanced user may have Volume Shadow Copy enabled. However, since the file in use resides on a network area, a Shadow Copy of the file cannot be created.

To resolve the issue, please close the application which is accessing the file before performing the backup or allow the backup to run on a locally-attached disk to enable Windows VSS (Volume Snapshot Services).

Error

Orphan checksum pair file. Deleting backup file – ServerPath=’User_Home\User\files\Backup_ID\Current\xxxx\xxxx\xxxx\xxxx\*.chk’ BackupSet=’Backup_Set(Backup_ID)’ BackupJob=’Current’ ClientPath=’Directory_Path\File’ RunByBackupJob=’YYYY-MM-DD-hh-mm-ss

… followed by:

“In-file delta file chain broken. Deleting backup file…”

Cause

The message suggests that the CyberSecure Offsite Backup server could not locate the checksum file associated with the datafile on our servers.

Resolution

1. Rebuild the user storage from CyberSecure Management Console by running File Validation.
2. Run the backup again, carefully monitoring the log output

Error

C:\%USERPROFILE%\.obm\log\Scheduler\debug.log shows

[YYYY/MM/DD hh:mm:ss] Another Scheduler is running! This Scheduler will not start!

OR

C:\Program Files\CyberSecure Advanced\log\Scheduler\info.log shows:

[2011/03/23 12:43:12][info] Another scheduler is running! Will retry in 65 seconds.
[2011/03/23 12:44:17][info] This scheduler will not start. Reason: Another scheduler is running.

Cause

It means that another scheduler is already running so this scheduler is unable to start.

Even if the “Online Backup Scheduler” service has been stopped and all scheduler processes killed, this error might still be seen due to stale IPC files.

Resolution

Flush the backup queue

Error:

“The system cannot find the path specified”

Cause:

The messages suggest that CyberSecure Advanced cannot access the file spooled to the designated temporary directory.

Resolution:

Check whether the software has sufficient access permissions to the specified Folder/file.

Error:

“The device is not ready” appears in the backup report log, causing the backup to fail.

Cause:

The above message suggests that CyberSecure Software Agent has problem reading the backup source media. This is a generic I/O error from Windows, with numerous potential causes.

Some possible causes of this issue could be:

1. A hardware problem on the device or media
2. The device being copied has gone to sleep (standby)
3. The computer hibernates in the middle of a backup
4. USB drive that was disconnected
5. A Volume Shadow Copy issue

Resolution:

The error message should automatically be resolved the next time backup runs.
If the error still persists then follow the instructions in the following order:

1. Change your power settings to not put the computer or hard drives to sleep
2. Run a chkdsk/filesystem integrity check on the device reporting with the error
3. Check the SYSTEM event log for any disk, NTFS or other storage device errors
4. Ensure that all drives are securely connected for the duration of the backup
5. Check that the volume shadow copy service is working normally
6. Ensure that other backup software is not set to run during CyberSecure’s scheduled run time

Often issues arise in the backup before they manifest with applications: we strongly advise you to immediately check your hardware if this problem is occurring regularly.