Cause : A manual stoppage has resulted in a backup error. Some files could not be processed.

How to fix the problem?
Please contact technical support.

Cause : The connection to the remote server is interrupted, making backup operations or file processing impossible.

How to fix the problem?
Please contact technical support.

Cause : The remote server for your backup server cannot locate your account. Backups and recoveries cannot be performed.

How to fix the problem?
Please contact technical support.

Cause : An unknown error is preventing backup or recovery.

How to fix the problem?
Please contact technical support.

Cause : The user has manually stopped a backup or recovery in progress. Certain items to be backed up are therefore not processed.

How to fix the problem?
Items to be backed up will be handled at the next schedule. If you wish, you can launch the operation manually.

Cause : This problem is linked to your network. Following a network failure (Internet or local), the process is interrupted.

How to fix the problem?
The items to be backed up will be processed at the next schedule, or if you manually launch the operation when your network connection is restored.

Cause : The backup is incomplete due to errors linked to your installation or configuration.

How to fix the problem?
The backup is incomplete due to errors linked to your installation or configuration.

Cause : You wish to delete the backup set but the software is unable to perform the delete operation.

How to fix the problem?
If there is no problem affecting your Internet connection, please contact technical support.

Cause : The customer account has been suspended.

How to fix the problem?
Please contact your sales advisor or retailer.

Cause : In your backup software configuration, you have set up the option to interrupt backup or recovery operations if your workstation is running on battery power.

How to fix the problem?
Change this option by going to "Configuration", "Run options".
Disable the option "Do not automatically launch backup when computer is running on battery power".

Cause : In your backup software configuration, you have set up a limited time slot. The backup operation is being performed outside of authorized time slots.

How to fix the problem?
Change this option by clicking "Configuration".
Go to "Run options".
Click on the cursor placed in front of the "Never perform an operation between HH:MM and HH:MM".
Confirm by clicking "Apply".

Cause : This error occurs if you exceed the number of installations allowed for the same user account.

How to fix the problem?
If you would like additional licenses, please contact technical support first to check if this is possible, then contact your customer service.

Cause : No backup can be performed when the folder selected is empty.

How to fix the problem?
In order to perform a backup, items (files or applications) within a folder need to be selected.

Cause : During a local backup, the destination of your backup was not detected or your external drive is not connected.

How to fix the problem?
Before relaunching a backup, check the presence of the destination directory or your external drive connection (hard drive, USB, etc.).

Cause : An unknown problem has occurred, preventing your backup from completing.

How to fix the problem?
Please contact technical support.

Cause : Your file is open or locked by another program locally. The backup software was therefore unable to back it up.

How to fix the problem?
Close the program to unlock the file, then relaunch your backup.

Cause : An unknown error is preventing backup or recovery.

How to fix the problem?
Please contact technical support.

Cause : You have insufficient online storage space.

How to fix the problem?
Please contact your customer advisor or your retailer.
In order to guarantee a high level of protection for your data, the backup will continue to run in the absence of disk space.

Cause : The number of characters in the file path exceeds the size permitted.

How to fix the problem?
Please shorten the file path.

Cause : You do not have enough disk space on your local workstation to perform your backup.
You do not have enough disk space on your local workstation to perform your backup.

How to fix the problem?
To resolve this problem, please define another location with enough available disk space.
In your backup software, go to "Configuration", "Run options", then "Temporary directory".
In the case of a local backup set, check the space allowed to perform your local backup. If the size of the files to be backed up exceeds the predefined volume, the backup will not be performed.

Cause : The file selected for the backup is no longer present in the directory.
1) This may relate to temporary system files selected in error when your backup set was created.
2) A file has been manually deleted during a backup.

How to fix the problem?
If this relates to temporary system files selected in error when your backup set was created, check your backup selection again.
If a file was manually deleted during the backup process, avoid deleting files while a backup is being performed.

Cause : To back up the files, your backup software must have read and write rights on the files. Without these rights, the files cannot be backed up.

How to fix the problem?
Check the rights for the file.
Select a file in Windows Explorer, then right-click.
Access the pop-up menu for the file and display the Security tab.
By default, the online backup software has system rights on your documents. If the rights are not sufficient (read/write), the program will not be able to back up the files. Check the corresponding boxes to allow the backup to be performed normally.

Launch your backup software with another profile that has the required rights.
Go to "Configuration", "Profiles", then use a specific profile. Define the user profile with sufficient rights.
NB: in this scenario, the user session must be launched for the rights to be applied.

Cause : Your backup software is unable to locate the directory of items to be backed up.

How to fix the problem?
Please check that the folder containing the items to be backed up is present on the computer.

Cause : An unknown problem results in an error with the remote server for the backup software.

How to fix the problem?
Please contact technical support.

Cause : This error is linked to the transfer of data via a communication channel that may not be reliable. When traveling via this channel, the data can be altered, and a checksum error may be detected.

How to fix the problem?
Please contact technical support.

Cause : Loss of communication with the remote server for your backup software results in a backup error.

How to fix the problem?
Please contact technical support.

Cause : Too many remote accesses to the same file prevents the software from backing up this file.

How to fix the problem?
Reduce the number of open logins or increase the limit of possible logins in the settings of the share in question.
Relaunch the backup.

Cause : During the backup, a loss of connection with the remote machine (disk/shared network folder) prevents access to the files that need to be backed up.

How to fix the problem?
Check the availability of your network share and relaunch your backup.

Cause : To improve the quality of the backup software, scheduled maintenance procedures are organized. No backup/recovery operation can be performed.

How to fix the problem?
Once the maintenance is complete, you are once again able to perform operations.

Cause : The letter of the destination drive during recovery is not the same as that of the drive initially backed up.

How to fix the problem?
Relaunch the recovery procedure and select the option "Restore to a different location".

Cause : An error on the file system of your hard drive or your NAS prevents your data from being accessed.

How to fix the problem?
Check the integrity of your hard drive using the chkdsk utility.
Correct any errors and relaunch your backup.

Cause : Windows does not allow special characters such as <, >, :, "", /, \, |, ?, * in filenames.
The presence of these characters in the filename prevents it from being backed up.

How to fix the problem?
Rename the files, taking care to replace these special characters with those supported by Windows.
Relaunch the backup.

Cause : The temporary directory configured in your Configuration menu cannot be found.

How to fix the problem?
Check and correct your Run options in the application.
Then renew the backup operation.

Cause : A technical problem occurred during the backup, which has prevented it from being run correctly.

How to fix the problem?
Please contact technical support.

Cause : Your hard drive or NAS may be damaged.

How to fix the problem?
Check the integrity of your hard drive using the chkdsk utility.
Correct any errors and relaunch your backup.

Cause : Missing elements in the files prevent them from being recovered.

How to fix the problem?
Please contact technical support.

Cause : During a backup, a ransomware was detected among the files to be recovered. You have been alerted by email and the backup is therefore stopped, in order to prevent the infection of your other files and your old backups.

How to fix the problem?
Clean your files with an antivirus.
Replace the infected files and run a backup again.
Please contact technical support.