Troubleshooting

"Access is denied" backing up files and folders on Windows

An "Access Denied" error message means that the Windows user account running the backup job does not have access to read the file content. Current versions of Magnus Box automatically creates a service account with all necessary permissions to read local files. If you are experiencing "Access Denied" errors on Magnus Box 18.6.0 or later, you may be trying to back up a network path that has been mounted as a directory. Please see the "Accessing Windows network shares and UNC paths" section for m...

Error "not a supported backup storage location" backing up System State to a USB flash drive

The "Windows Server System State" and "Windows System Backup" Protected Item types in Magnus Box inherit some restrictions from the underlying technology (wbadmin). It's not officially possible to spool the backup job to a USB flash drive: "You cannot store backups on USB flash drives or pen drives." - https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-server-2008-R2-and-2008/cc753528(v=ws.11) This is a preventative measure in case the drive is removed mid-backup. The ...

Error "0xc0000142" in KERNELBASE.dll starting services on Windows Server 2012 R2

Windows was unable to launch Magnus Box's process because of an internal error. In our experience, this issue can be resolved by running Windows Update. Please ensure Windows Update is fully up-to-date on this PC. If this does not resolve the issue, please contact support for further assistance,

"A specified logon session does not exist. It may already have been terminated" error message accessing a Windows network share (SMB)

Some SMB servers don't seem to accept multiple SMB login sessions, if they use the same SMB credentials from the same host from different Windows user accounts. On Windows, each user session has its own set of network login sessions. Magnus Box performs the backup using a service user account. Therefore, this issue could occur with an affected SMB server if the interactive Windows user was logged in to the network share simultaneously. Known affected SMB servers If you are experiencing th...

Error "The target path 'X:\WindowsImageBackup' already exists - please safely remove this directory and retry the backup."

The "Windows System Backup" Protected Item type uses the wbadmin program to write a disk image to the spool directory; backs up the spool directory with Magnus Box; and then cleans up the spool directory. Magnus Box automatically removes this directory after the backup, even if the backup failed. If the directory exists at the start of a backup job, this could mean either - Magnus Box did not have the chance to clean up the directory (e.g. the PC was not shut down safely); or - another M...

"too many open files" on macOS

A file handle is an abstract concept that includes network connections, temporary files, and disk files. macOS has a fixed limit on the number of open file handles for each running process, and also for the whole OS. You can check the current limits via the sysctl kern.maxfiles and sysctl kern.maxfilesperproc commands; at the time of writing, the values were 10240 and 12288 respectively. If you experience the too many open files error message, this means Magnus Box is either - (A) running ...

"Access to the cloud file is denied" backing up OneDrive

To save on disk space, OneDrive (and some other cloud storage providers) use a system where some files are only "virtually" stored on the local disk, and are materialized from the cloud storage on-demand. If you encounter the "Access to the cloud file is denied" error message, this means that file in question does not exist on the local PC, and the OneDrive virtual filesystem driver is refusing to download this file on-demand for Magnus Box to read it. At the time of writing, the only availabl...

DESlock+ VSS Error: Couldn't take snapshot "The specified object was not found"

Some individual software, while it is launched from the within the users session, it may elevate itself when running or run under the System user account. If this happens, the encryption keys will not be available to that software's process and access will be denied to the containers. Example scenarios where the above behaviour may be experienced are when software is running under a different user context within the users session. Magnus Box runs the backup as a service user account (usually "N...

"Media is write protected" backing up OneDrive with VSS

To save on disk space, OneDrive (and some other cloud storage providers) use a system where some files are only "virtually" stored on the local disk, and are materialized from the cloud storage on-demand. When you use the "Take filesystem snapshot" option in Magnus Box, Magnus Box takes a VSS snapshot of the disk. This is a read-only snapshot. When you back up the OneDrive directory with VSS enabled, OneDrive is not able to download files into the snapshot, because the snapshot is read-only. T...

"permission denied" error when restoring from a Local Path Storage Vault on macOS

In Magnus Box for macOS since 18.6.x, when you create a local path Storage Vault, the files are created by a background service account, using its own file permissions. However, in current (18.8.x) versions of Magnus Box, restores are performed as the normal user account. Your normal user account may not have the necessary permissions to access the local path folder if it was created by the background service account. You may see error messages of the form: - Couldn't retrieve a list of s...

Storage Vault Locks

Lock files are an important part of Magnus Box's safety design. Magnus Box uses lock files to ensure data consistency during concurrent operations. Problem statement Magnus Box supports multiple devices backing up into a shared Storage Vault simultaneously. But when Magnus Box runs a retention pass to clean up data, it's very important that no other backup jobs are running simultaneously. A retention pass (A) looks at what data chunks exist in the Vault, then (B) deletes the unused ones. ...

Change of hardware causes registration dialog to appear

Magnus Box detects the current device based on a hardware ID. The hardware ID may be changed in some situations: - if you replace the motherboard or CPU; or - if you upgrade the BIOS / UEFI, without preserving hardware IDs; or - if you virtualise a physical server; or - if you migrate a VM guest to a different VM host, without preserving hardware IDs; or - if you install "sandboxing" software, or install certain PC security software that includes a "sandboxing" feature (e.g. Comodo...

Accessing Windows network shares and UNC paths

Magnus Box can back up Windows network paths, and back up to Windows network storage (SMB / CIFS). However, because Magnus Box runs as a service user, there are some issues with authentication to be aware of. Please note that if you are using Magnus Box to back up data from a network device, you should prefer to install Magnus Box directly on the device instead of backing it up over the network. This will also significantly improve performance, as less data needs to be transferred over the LAN....

Jobs left in Running state

Magnus Box is responsible for closing-off a job log with the Magnus Box Server. If the PC is shut down unexpectedly, a job would be left in "Running" / "In progress" state indefinitely. The old, inactive "Running" jobs will be cleaned up automatically if Magnus Box sees an opportunity to prove that they are no longer running. As of Magnus Box 18.5.0, the following situations will clean up old, inactive "Running" jobs; Running a retention pass - For safety reasons, a retention pass req...

Out of memory

Magnus Box needs RAM to run. The main cause for this is to hold deduplication indexes; therefore the amount of RAM used is proportional to the size of the Storage Vault. You might see these error messages: - runtime: VirtualAlloc of 1048576 bytes failed with errno=1455 on Windows - 0x5AF ERROR_COMMITMENT_LIMIT: The paging file is too small for this operation to complete. on Windows - fatal error: out of memory on all platforms On Linux, when the system is out of memory (OOM), the k...

Network connectivity errors

Magnus Box uploads files to our storage array over the internet. Occasionally, you may see errors such as the following: - Couldn't save data chunk: - HTTP/1.x transport connection broken - net/http: request canceled (Client.Timeout exceeded while awaiting headers) - wsarecv - wsasend - An existing connection was forcibly closed by the remote host - dial tcp: lookup [...]: no such host - connectex: A connection attempt failed because the connected party did not properly respon...

Antivirus detects Magnus Box as a virus or malware

Magnus Box is a safe application. Any such detection is a "false positive". When Magnus Box is rebranded, it might seem like a new, unknown program. An unknown program that installs system services, accesses files on the disk and uploads them to the network, might be considered to be malware if it was installed without consent. Unfortunately, it's understandable for an Antivirus product to detect this. In this situation, there are some actions you can take: - Please ensure your Antivirus ...

Microsoft SQL Server backup encountered a VDI error

You should ensure that the necessary VDI .dll files are registered and are the correct version for your SQL Server installation. You can use Microsoft SQL Server Backup Simulator (https://github.com/Microsoft/tigertoolbox/releases/) to check the status of the VDI .dll files.

Error "local error: tls: record overflow"

This message means the connection was corrupted over the network, and Magnus Box aborted the connection. This can happen because of random network conditions. Retrying the operation should fix the issue. If the issue keeps happening repeatedly, this message indicates that something is interfering with packets in your network. - Failing NIC - Bad NIC driver or driver configuration - Failing RAM, on either the endpoint machine or any of the intermediate routers - Outdated firewall or ...

Slow backup jobs

There are many possible reasons why a backup job might be slow. Recent changes Did the issue suddenly start happening, on a certain time? New software - Any recently-installed software might change the performance profile of the customer's PC. - On Windows, check in "Programs And Features" and sort by Date to see any recently-installed software - Does the issue coincide with a Magnus Box software update? Customer PC performance Are multiple customers experiencing the ...

macOS access errors

With macOS 10.14, Apple released a new privacy flow. These privacy protections closely mirror how apps behave on iOS devices. Specifically, the user is asked for permission when an app needs access to certain features or functions. The user needs to explicitly grant "Full Disk Access". - Open the System Preferences (Apple menu) - Select "Security and Privacy" > "Privacy" tab - Select "Full Disk Access" - Add Magnus Box The bad news is that you will be required to do this ev...