Jobs left in Running state, Cancel a running job

In short

To stop a running or stuck job, open it in the Web Portal under Management Console > Job logs and click Cancel. If the device doesn't respond, the portal offers to terminate the job and then to mark it Abandoned. You can also cancel many jobs at once, across all your clients, with Bulk Actions. A job only stays "Running" for good when the device went offline or the app stopped mid-job. The steps below cover that case too.

Note: Partners can white-label the Web Portal and the backup app, so page titles, service names and product names may show your own brand instead of the names used here.

Cancel a running job from the Web Portal

Cancel one job

In the Web Portal, go to Management Console > Job logs. For a single client, open Management Console > Users > [user] and select the Job Logs tab instead.
Click Job Search... and choose Incomplete/running jobs.
Find the job with the status Running and click Report on its row.
Check the live progress. If it has updated recently, the job is still working. It's probably stuck if it says This job has become inactive, or is experiencing communication issues.
Click the red Cancel button. The portal shows Attempting to cancel job....
If cancelling fails, the portal asks whether to remotely terminate the job. Click Terminate job.
If that fails too, the portal says the job seems to be unresponsive and offers Mark as Abandoned. Use it when you're sure the job isn't really running.

If the device is offline, you'll see The device is currently offline. The cancel request can't reach the device, but you can click Mark as Abandoned to clear the job.
If the report shows Abandon instead of Cancel, the job can't be cancelled remotely. Click Abandon to mark it abandoned.
An abandoned job that's actually still running comes back as Running (revived) as soon as the device sends a progress update, so marking a job abandoned doesn't stop a backup that's still working.

Cancel several jobs at once, across client accounts

Go to Management Console > Job logs. This page covers every client account.
Click Job Search... and choose Incomplete/running jobs. Type a username or device name into the filter box to narrow the list.
Tick the box at the start of each job's row. To pick every job in the list, tick the box in the header row.
Click Bulk Actions and choose one of these:
- Cancel jobs: sends a cancel request to each job and walks you through terminating or abandoning any that don't respond.
- Cancel jobs (force): cancels what it can and marks the rest Abandoned, without asking about each one.
Click Continue to confirm.

The cancel actions only work when every selected job is still running. If you've ticked a finished job, untick it. Jobs on offline devices are marked Abandoned straight away, because a cancel request can't reach them.

Cancel from the Magnus Box Application on the device

Use this when you're on the device or connected to it with your remote access tool.

Open the Magnus Box Application on the device.
On the Backup tab, find the Protected Item that's running. Its progress shows under the Protected Item. A restore of another device's data shows under its Storage Vault on the Account tab instead.
Click Cancel next to the progress.

On Linux, the app runs as a background service, so cancel from the Web Portal instead.

If the job won't cancel or stays "Running"

1. Check whether the device is online

Go to Management Console > Devices and find the device. A cancel request can only reach a device that shows Online. See Manage devices from the Devices page.

Offline: the job is probably stale. The device shut down, lost its connection or the app crashed partway through, so it never reported the end of the job. The job stays Running until the device reconnects and reports in, or until the server marks it Abandoned. Running a new backup on that device, or updating its software, also clears old running jobs. If you don't want to wait, mark it abandoned from the job report as described above.
Online: carry on with the steps below.

2. Look for a stalled before/after command

If the Protected Item runs a command before or after the backup, and that command hangs, the cancel request waits until the command finishes or is stopped. On Windows, open Task Manager > Details (the command runs under the backup service's account, so it doesn't show on the normal Processes tab) and end the stalled process. The cancel then goes through. See Commands executed before or after a backup don't run.

3. Update the software remotely

On the Devices page, click Actions for the device and, under Manage Client, click Update software. This reinstalls the backup app, which stops any backup process still running on the device. The device must be online. Synology NAS on DSM 7 can't be updated remotely.

4. Restart the backup service on the device

Windows: open Services (services.msc) and restart Magnus Box Backup (delegate service) and Magnus Box Backup (elevator service). Or run this in an elevated PowerShell: Restart-Service backup.delegate, backup.elevator.
macOS: in Terminal, run:
sudo launchctl unload /Library/LaunchDaemons/backup.delegate.plist
sudo launchctl unload /Library/LaunchDaemons/backup.elevator.plist
sudo launchctl load /Library/LaunchDaemons/backup.elevator.plist
sudo launchctl load /Library/LaunchDaemons/backup.delegate.plist
Linux (.deb or .rpm package): run sudo systemctl restart backup-tool. With the .run installer, stop the app's processes (find them with ps aux | grep -i backup), then start it again with sudo /opt/MagnusBox/backup-daemon-start-background.sh &. The folder name follows your branding. See Linux client only shows as 'Offline'.
Synology: in DSM, open Package Center, find the backup package under Installed, choose Stop, then Run.

If a service won't restart, restarting the device does the same job. Afterwards, check the device shows Online again.

5. Check how the job ended

Cancelled: the cancel or terminate worked. This status also appears when the device shut down or the schedule's time limit was reached.
Abandoned: you or the server marked the job abandoned, or it stopped unexpectedly.
Running (revived): the job was marked abandoned, then the device reported it running again. Let it finish.

Then run a new backup and check it finishes. See Job logs, recent activity and job statuses explained.

6. Still stuck?

Email support@magnusbox.com if the job still shows Running after these steps, if the same device keeps getting stuck jobs, or if new backups fail with a "Locked by device" error. Include the username, device name, the job's start date and time, and the job report.

Why jobs get stuck

The device shut down, slept, lost power or lost its connection partway through a job.
The backup app or its service crashed, or something killed it.
The device was lost, damaged or rebuilt and never reconnected.
A before/after command hung and is holding the job open.
The job isn't stuck at all, just big. A first backup over a slow connection can run for days. Check the live progress before you cancel.

Avoiding it

Time limit or speed limit? On the schedule's Advanced tab, Cancel if still running after stops a job once it has run for the time you set, and it ends as Cancelled. Use it to keep backups out of business hours, and set it well above the normal run time. If what you really want is to keep the client's connection usable, use Limit Storage Vault speed instead. It slows the backup down without stopping it. See Backup schedules explained.
Turn on Skip if already running so a slow job doesn't pile up behind itself.
Keep the backup app up to date. Devices showing Online (outdated) should be updated.
Seed load very large first backups. Rather than a multi-day first upload that keeps hitting time limits or interruptions, use Seed Loading.