How to troubleshoot a protection plan that fails to run, or ends with errors and warnings

Troubleshooting a protection plan that fails to run, or ends with errors and warnings should proceed following the steps below:
  1. Open Archive Manager and in the left pane go to Remote Computers > All Computers > [the computer].  (Or, for a local protection plan, go to Local Plans in the left pane.) In the center pane, check the plan status. If there's an error code and message, record both. If you have a checkup report configured, the same error code may be found in it but not the message.
  2. Go to https://support.datastor.com and enter the error code or keyword from the message into the search bar to find a kb with a resolution for the issue.
  3. In Archive Manager, with the plan highlighted in the center pane, select Advanced Settings... from the right pane. Note the unique id (UID) value of the Archive field in curly brackets.
  4. In Archive Manager, with the plan highlighted in the center pane, select History from the  right pane. In the list of results in the center pane, click the latest result for the plan in question, then click 'view log' from the bottom center pane. The log is appending so the latest entry is at the bottom. Each entry begins with a banner headline beginning ArchiveIQ Remote (or for a local plan, ArchiveIQ) between two lines. When the log opens in notepad, scroll to the bottom of the log for the latest log entry. Review the log entry for any error or warnings and error codes.
  5. Go to https://support.datastor.com and enter the error code or keyword from the message into the search bar to find a kb with a resolution for the issue.
  6. Log onto the remote computer with the issue using a Remote Desktop session, then open Task Scheduler > Task Scheduler Library folder in the left pane. Highlight the RemoteArchiveTask - {UID} task in the center pane. Scroll to the right to find the last result column and note any error code there. Next, click the History tab for the task and review entries for errors. If there is an error code value or message, note both. For a local plan, open Task Scheduler > Task Scheduler Library folder on the local computer for the task information.
  7. Go to https://support.datastor.com and enter the error code or keyword from the message into the search bar to find a kb with a resolution for the issue.
If you are unable to resolve the matter, please take screenshots or copy and paste the error codes and messages and submit them to support by email. Include the plan log. Send the email to support@datastor.com. Then, we can take next steps.

You must have a current support agreement to receive technical support.