FAQ about ECS File Backup Essential Edition

InstanceNotExists / InstanceReleased / EcsReleased

Cause: The ECS instance does not exist.

Solution: Confirm that the ECS instance ID is correct. If the instance has been released, pause the backup job to prevent it from running again.

InstanceNotRunning / EcsStopped

Cause: The ECS instance is not running.

Solution: Check the status of the ECS instance. The instance must be in the Running state during backup. Start the instance if it is stopped.

ClientNotRunning

Cause: Cloud Assistant is not running.

Solution: Check the status of Cloud Assistant and restart it if necessary. For more information, see View the status of Cloud Assistant and troubleshoot exceptions. Cloud Backup runs as expected after Cloud Assistant is running.

ClientNotResponse

Cause: Cloud Assistant is not responding.

Solution: Check the status of Cloud Assistant and restart it if necessary. For more information, see View the status of Cloud Assistant and troubleshoot exceptions. Cloud Backup runs as expected after Cloud Assistant is running.

ClientIsUpgrading

Cause: Cloud Assistant is being upgraded.

Solution: Wait for the Cloud Assistant upgrade to complete. Cloud Backup runs as expected after the upgrade finishes.

ClientNeedUpgrade

Cause: Cloud Assistant needs to be upgraded.

Solution: Enable automatic upgrades for Cloud Assistant, or upgrade it manually. For more information, see Upgrade or disable automatic upgrades for Cloud Assistant Agent. Cloud Backup runs as expected after the upgrade completes.

SecurityGroupRuleDenied

Cause: A security group rule denies access to the Cloud Assistant service.

Solution: Modify the security group rule to allow access to the Cloud Assistant service. For more information, see Configure network permissions for Cloud Assistant Agent.

NETWORK_NOT_AVAILABLE

Cause: Cannot connect to the specified resource.

Solution: Check the security group and firewall settings. Cloud Backup runs as expected after you allow access to the service.

ClientDisconnected

Cause: The Cloud Backup client is disconnected.

Solution: Check the client service status and network connectivity. For more information, see Common network issues.

OPEN_VAULT_FAILED

Cause: The Cloud Backup client cannot access the Cloud Backup service.

Solution: Verify that the network connection from the client to the Cloud Backup service is not blocked. For troubleshooting steps, see Common network issues.

DISK_SPACE_NOT_ENOUGH

Cause: Insufficient disk space.

Solution: Expand the disk, then run the backup again.

FILE_CACHE_NO_SPACE

Cause: Less than 1 GB of disk space is available.

Solution: Clean up or expand the disk where the Cloud Backup client is installed.

OOM

Cause: Insufficient available memory to complete the backup.

Solution: Upgrade the ECS instance configuration to increase memory, then wait for the next backup job to run.

OS_NOT_SUPPORTED

Cause: Cloud Backup does not support the current operating system.

Solution: Pause the backup job to prevent it from running again.

COMMAND_NOT_FOUND

Cause: The curl command required by Cloud Backup is not installed.

Solution: Install curl. Cloud Backup runs as expected after the command is available.

0xc0000142

Cause: The backup job failed to start due to Windows system error 0xc0000142. Security software such as Windows Defender, other antivirus programs, or a local security policy may be blocking the backup process.

Solution:

1. Add the Cloud Backup client executable files hbrclient.exe and ids.exe to the whitelist of the security software.

2. Wait for the next backup job to run.

To find the installation path of the Cloud Backup client, see How do I view the default installation path and logs of the Cloud Backup client?.

ApplicationFileNotExist

Cause: Some Cloud Backup client files are missing. The files may have been deleted by security software or by a user.

Solution:

1. Add the Cloud Backup client executable files hbrclient.exe and ids.exe to the whitelist of the security software.

2. Wait for the next backup job to run.

To find the installation path of the Cloud Backup client, see How do I view the default installation path and logs of the Cloud Backup client?.

EXPIRED

Cause: The backup job timed out.

Solution: Check the client service status and network connectivity. For more information, see Common network issues.

JOB_CANCELED

Cause: The job was canceled.

Solution: Contact Cloud Backup online technical support for assistance.