You will find in this knowledge base the solution to the challenges most frequently encountered by our partners and their customers. If however the answer to your question did not appear within, do not hesitate to contact us directly.
What is the maximum size of a backed up file?
RapidoBackup backs up all types of files with no limit.
How many files can I back up?
It is possible to backup up to 50,000 files per account, and there is no limit in the number of accounts used simultaneously on a machine. To determine the number of files contained in a tree structure, you can use the free software called Treesize.
Can I backup a network setup?
Yes and the incremental backup in block mode functions perfectly on network files. Caution: the open database backup (using VSS snapshots) is not available for these.
How do I backup a mounted network drive?
You must modify the “BUSS RapidoBackup 2 – Scheduler” service configuration (Start > Control panel > Administrative tools > Services) in order to carry it out under the account (Connection > This account) of the user having the network setups that you wish to backup. Restart the service after applying the new parameters.
Can I backup Outlook, Exchange, Oracle (or any other database)?
Yes, the detailed procedure is available in on line help.
How do I backup the files from a MacOS or Linux machine?
You can mount a network drive to a Windows machine on which RapidoBackup is installed.
Why does my backup report indicate a last modification date in the future?
The date indicated in the report is the most recent modification date (as sent by Windows) among all backed up documents. When this date is set in the future, it is simply that one of your backed up documents has a modification date in the future. It is a frequent occurrence under Windows, and which results from various causes, all independent of RapidoBackup.
What does the “User not found or bad credentials” error message mean?
Your user name or your password is incorrect. Check the server address (by default the secure.rapidobackup.com server operates on port 9055), the spelling of your user name and your password (this latter must be strictly identical to the one that you have recorded, including lower/upper case letters and spaces).
If you connect to the RapidoBackup.com service, you must be previously registered. Your account could also be suspended for administrative reasons, please contact the support service.
What does the “Socket error” error message followed by a number mean?
The communication between your workstation and the server does not work. Among the most probable causes, your workstation is not connected to the Internet, the server address is wrong (in the client workstation, the “Advanced” button of the identification screen, by default the secure.rapidobackup.com server operates on port 9055) or the server is temporarily inaccessible.
What does the “Error connecting with SSL” error message mean?
SSL (Secured Socket Layer) is a communication protocol that secures data exchanges on the public networks such as the Internet, for example during banking transactions or your RapidoBackup sessions. Among the most probable causes, the server port is wrong (in the client workstation, the “Advanced” button of the identification screen, the secure.rapidobackup.com server must be on port 9055).
What to do when the “User already connected” message appears?
If the problem appears at the first connection:
- The customer is perhaps already connected in another window or on another workstation; in this case you must close it.
- Perhaps the planner is carrying out a backup at the same time: Wait until the end of the planning.
- The user had checked “Connect at startup” and clicked at least twice on the launch icon on the client workstation: Wait until the client software opens or uncheck “Connect at startup”
If the problem appears after a disconnection:
- The user has launched a long operation (for example the deletion of a large tree structure) and the server processing is longer than the assigned answering time: Wait until the end of the operation.
- The server did not detect a customer ill-timed disconnection (Internet interruption): Wait for the automatic disconnection detection.
What to do when the “File name too long” message appears?
This problem is a limitation of Windows design. It generally appears on a workstation where certain files are divided/ were divided / were copied or moved since a partitioning. The solution consists in shortening their access path, either by reducing the number of parent files, or by reducing the length of the parent file names.
What to do when the “Buffer overflow” error appears?
To recover an account blocked by this error, it is possible to apply this patch. This works on client version 2.5. If the error persists, contact us.
What to do when it is impossible to backup a zip file?
When you are under Windows Vista, install the dedicated patch.
Why do documents marked “remote side absent” (green / red) appear in my remote space while I do not wish to backup these documents?
These documents belonged to a backup list and were removed from it. To simply make them disappear, open the “Parameters” box and click on “Compress the catalogue” in the “Account” tab.
How do I exclude a file in a backup list or a document located inside a file which itself belongs to the backup list?
This action is not directly possible. On the other hand, you can manually select the files and documents included in the backup list and do not select the excluded files or documents.
Why are my files in the remote space all marked synchronized (green) while the backup list is not up to date?
The remote space colour code does not indicate the synchronization state of a backup list but rather the one for all documents contained in the remote space at this time. If you have recently added files to be backed up in the local space, they do not exist in the remote space yet and therefore do not affect the posted synchronization state.
How do I quickly restore a file or a set of documents?
Create a temporary backup list (“Parameters” window, “Backup sets” tab). Add the files and the documents to be restored in the backup list and restore this list. You can then delete the list or save it for later use.
While I worked with RapidoBackup, I added files/documents in my local space with a programme/Windows explorer. They do not appear in the local space. Do I have to restart the RapidoBackup client?
No, just click on the “Refresh” button (on the right of the list of backup sets).
I checked the Connect at startup box. How do I return to the identification screen to change the account?
Click on the “Disconnect” button of the main interface.
Why the time of the versions in the remote space are shifted a few hours compared to the local space?
They are not displayed in the same reference frame: the time in the local space is displayed in “local time” whereas the time in the remote space is displayed in “UTC time”.
Why does the planning continue to be carried out after I have left the planning agent?
The planning agent is a planning service configuration and monitoring tool. The latter normally functions all of the time, including when the agent is stopped, and it is the one that carries out the planning. Read the following answer.
How do I temporarily suspend the execution of the planning?
From the planning agent, click on the “State of the service” tab then on the “Stop planning” button and wait for about ten seconds. The service then passes into “non working” state (red boomerang icon). To reactivate planning, click on the “Start planning” button at the same place and wait for about ten seconds. The boomerang icon returns to green.
What does “unmanaged exception” in the event log mean?
During the execution of a planning, two types of errors can occur: exceptions known as “managed” and those known as “unmanaged.” The first can occur during the backup or restoration of a document but does not stop the planning. The seconds, which are “unmanaged,” occur at the start or stop of planning and cancel the current planning.
Among the most probable causes, your workstation is not connected to the Internet (read “Socket error” above) or the client remained open (read “User is already connected” above).
How do I backup my Outlook mail archive (.pst)?
If you often see an error indicating that your Outlook mail file cannot be opened during the backup, it is because during its operation Outlook obtains an exclusive access to these files (whose name ends in .pst).
To back them up, close Outlook during the backup or in the “Parameters” window, “Advanced” tab, choose a backup mode of files opened “by format”.
Why, since I updated my Windows 95/98/Millenium to Windows 2000/XP/2003, the planning agent icon is permanently red?
The planning service for the old Windows generation is not fully compatible with the new Windows generation. Reinstall RapidoBackup: the planning service will be functional again without any need for reconfiguration.
How do I carry out a diagnostic?
The diagnostic procedure is as follows:
- An abnormal backup behaviour is detected by the backup reports. One or more accounts are involved. Follow the procedure repeatedly for each account:
- Identify the machine on which the first account is configured.
- Take control (console, TS, VNC…) of the machine.
- Make sure that the last version of RapidoBackup is installed.
- If not, install the last version, verify the configuration of the planning and restart the verifications with the next planning.
- Using “the Planning Agent”, check the proper operation of the “Planning Service” (“Service state” tab must display “The planner is running.”).
- If needed, start the (“Start planning”) service and restart the checks with the next planning.
- Open the “Event log” (“Start” menu or “Planning Agent” contextual menu).
- At the anticipated date and time of each planning, the message “The grouped processing is starting” or “Planning cancelled” must appear in the log. Otherwise:
- Check the local planning configuration.
- Check the proper operation of the “Planning Service” (read above).
- If needed, reinstall RapidoBackup and restart the checks with the following planning.
- If the message “Planning cancelled” are recorded:
- Either the backup of a previously planned account is too long; increase the spacing between the plans and proceed with the interactive backup of the account.
- Or the “Planning Service” is blocked: Restart it.
- Restart the checks with the next planning.
- If error messages are recorded:
- “Socket” error: Communication problem with the server. Check the parameters: secure.rapidobackup.com/ 9055 / use SSL. Check the connectivity (in command line: telnet secure.rapidobackup.com:9055). Check the firewall configuration.
- “Buffer overflow” error: Too many backup files. Contact our services for a solution.
- Other error: Contact us.
- If no error is recorded, but only “the grouped processing has succeeded” and the reported progression of the number of backed up files or volume seems abnormally low:
- Check (by searching with Windows Explorer) the number and volume of new files which would have being backed up.
- If this check is not in agreement with the report, launch an interactive backup.
- If the interactive client backs up files that would have been backed up by the planner:
- Check that the “Planning Service” has the necessary Windows security rights to access these files.
- To do that, select in Windows Explorer a file in question > right click > Properties > Security > Advanced parameters > Current authorizations > Select > “SYSTEM” > Validate.
- The “SYSTEM” user must have (checked boxes) the read, path, listing rights…
- If not, set the file system security.
- Restart the checks at the next planning.
- Check the applied exclusion filters (Parameters > Filters).
- Restart the procedure for each account.
