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Connection Error when Launching Backup Client or Backup Manager Application

The Backup Manager application is the application used for Backup and Restore processes and is installed through our Monitoring Agent. This process will help you troubleshoot errors such as the ones below if received when launching a Workstation or Laptops Backup Client in the Monitoring Portal’s Backup Dashboard.

“Connection error: Backup Client is not connected It isn’t possible to connect to the selected backup client at the moment. Please try to connect one more time. If the issues persists, please contact support for assistance.

“Internal error: Error #102: Broken connection It isn’t possible to connect to the selected backup client at the moment. Please try to connect one more time. If the issues persists, please contact support for assistance.”

1. Verify that the device is reporting Online in our Monitoring Portal.This can be confirmed by logging into the Monitoring Portal. Instructions for Logging in can be found here. Once signed in, check if the Device Status has a Green, Yellow or Redcheck mark under the “All Devices”section.

If the Status is a Blue Plug Icon,  the Device is not checking into the Monitoring Portal.

2. Verify the Device is turned on and has Internet Connectivity.Once confirmed, check if the Device is reporting into our Monitoring Portal as descried in Step 1. Proceed to Step 3 if device is still offline.

3. Start or Restart the services on the effected computer. The “Backup Service Controller, “Windows Agent Maintenance Service” and Windows Agent Service services must be running 

After restarting the services, please wait a minute before checking if the Device is reporting into our Monitoring Portal as descried in Step 1. Once the Device shows Online again on the Monitoring Portal, try to launch the Backup Client again through the Monitoring Portal’s Backup Dashboard. 

If any of the services do not exist or if the Device is still showing offline, please continue to step 4. 

4. Check the list of installed programs on the effected computer for “Backup Manager” and “Windows Agent”. If the programs are not listed on the computer and any of the services in Step 3 do not exist, please reach out to our Support Team so that they can reinstall the Applications. 

Please contact support at 1-800-504-4876 x5 for assistance if the device is still offline at this point.

Note

If you need to perform a restore for a computer that is continuing to show Offline in the Monitoring Portal, please reference our Recovery Console (Out-of-place) Restore Procedure. This procedure will allow you to recover the data without the needing the Monitoring and Backup Agents installed on the Source Machine.

If you require any additional assistance, please contact support at 1-800-504-4876 x5

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