CloudBacko does not find the network backup path after reboot[#18062]

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CloudBacko does not find the network backup path after reboot[#18062]

Postby TDSEUW » Mon May 15, 2017 4:13 am

CloudBacko does not find the destination, local network path, after reboot of the PC. Reinstalling the software solves the problem. But after the next reboot of the PC, same issue again. Need to reinstall after every restart of the PC's. Same problem with the latest version 2.7.0
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Mon May 15, 2017 12:07 pm

Hello,

To help us looking into this issue, could you please provide us with the Cloudbacko client log files as well as the screen captures for our investigation?

You can copy the log files to Dropbox, OneDrive, Google drive etc and share the link on this thread for us to download?

Please refer to our FAQ "Where are the CloudBacko backup and restore logs located?" viewtopic.php?f=58&t=233
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Re: CloudBacko does not find the network backup path after reboot

Postby TDSEUW » Mon May 15, 2017 4:16 pm

I don't want so send the logs in public. Can I attach them with a PM instead ?

I also want to add that the backups is working normal via the scheduler after reboot.
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Tue May 16, 2017 10:37 am

Hello,

Yes, this is fine to send us the log by PM. Please kindly send us the download link for the log files.
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Re: CloudBacko does not find the network backup path after reboot

Postby TDSEUW » Wed May 17, 2017 4:16 am

PM sent.
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Wed May 17, 2017 10:13 am

Hello,

Got it. Please kindly check PM.
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Re: CloudBacko does not find the network backup path after reboot

Postby TDSEUW » Thu Jun 22, 2017 8:03 pm

Any solution to this issue yet ?
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Fri Jun 23, 2017 10:39 am

Hello,

Would you please check if you have got a PM from me on 17 May?

========
For your information, it is not allowed to attached files from PM. Would you please copy the log files to Dropbox, OneDrive, Google drive etc and share the link to us?
========
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Re: CloudBacko does not find the network backup path after reboot

Postby TDSEUW » Mon Jun 26, 2017 6:00 pm

Yes got that PM and also responded to it Wed May 17, 2017 9:16 pm. Contains link to the log files.
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Tue Jun 27, 2017 2:47 pm

Hello,

I have missed your last message. Could you please send me the download link again? It appears that the log files had been removed from the link provided.
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Re: CloudBacko does not find the network backup path after reboot

Postby TDSEUW » Tue Jun 27, 2017 3:35 pm

The link is still working. The link is pointing to a zip-file on goggle drive. Please try again.
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Wed Jun 28, 2017 3:34 pm

Hello,

Thank you for the log files.

May I ask if the network drive is mapped with any credentials different from the user login? Can you access the network drive again after the Windows reboot?

Moreover, please also have a the following MS article to see if this is the case.

https://support.microsoft.com/en-us/hel ... r-you-turn
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Re: CloudBacko does not find the network backup path after reboot

Postby TDSEUW » Thu Jun 29, 2017 3:19 pm

Yes, on these computers user credentials for the network mappings is different from the user login. The network path is manually accessed one time after a reboot. There is other programs accessing the same path, they have no problems. It is only CloudBacko that not is working. Reinstall without reboot solves the issue temporary until the next reboot, same issue again.

After a reboot and manual login to the the network path, if trying to browse the network path from CloudBacko Backup Set destination settings, it can only see the network computer, but nothing else. No dir's. And again, other software see the full paths. And also Windows file explorer of course.
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Re: CloudBacko does not find the network backup path after reboot

Postby jeff.tang » Fri Jun 30, 2017 11:30 am

Hello,

In this case, I have nowescalated the case to our development team for further investigation.

==============
#18062
[KB] CBK backup failed to access network drive after reboot
==============

When the resolution available we will provide you an update on this thread, or you can visit to our web site to check updates on product news or releases.
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Re: CloudBacko does not find the network backup path after reboot[#18062]

Postby jeff.tang » Fri Jun 30, 2017 4:40 pm

Hello,

Since Reboot PC may lead to disconnection of the network drive, please be suggested to map the network drive again by using command prompt "Run As Administrator"

- net use <driver letter> \\<servername>\<sharename> /user:<username> <password> /PERSISTENT:YES
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Re: CloudBacko does not find the network backup path after reboot[#18062]

Postby perry.fung » Mon Jul 03, 2017 11:25 am

Hi TDSEUW,

Our developer would like to access the client machine for the investigation. So, could you kindly provide us the RDP access to the affected client machine? If RDP is not possible, we can arrange the Team Viewer 10 session with you. You can download it from the following link: http://download.ahsay.com/temp/TV10/Tea ... tupv10.zip

Our developer's availability is from 09:00 - 18:00 (Mon to Fri) HK time GMT+8. Please let us know your credentials and available time period as below and we can arrange it with you.

Please send your remote session or Team Viewer session info to my private email, perry.fung@ahsay.com .

Thanks.

Regards,
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Re: CloudBacko does not find the network backup path after reboot[#18062]

Postby TDSEUW » Thu Oct 12, 2017 3:16 am

You should be able to reproduce this issue. Same issue on all PC's here.

It is an UNC path.

Step by step:
1. Logon to the PC. Open file explorer and browse network. Click on the network path. Enter user credentials, name and password.
2. Now you can browse the UNC path and copy and save files. All applications, except CloudBacko can access the UNC-path.
3. Reinstall CloudBacko without restart. Now also CloudBacko can access the UNC-path. But only as long as the PC not is restarted.

And again, the scheduler with CloudBacko works. Scheduled backup is running OK and is finding the network path. But you can't access anything when starting CloudBacko manually. No restore of files or other maintenance is possible without re-install of the software.
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