TROUBLE SHOOTING - WINDOWS

If you are experiencing any issues using Depositit, we recommend in the first instance that you re-boot your machine.

Depositit Error Messages and what they mean

Q1: I have set up Depositit and keep getting an error message saying "invalid/bad username exception"

Q2: I have set up Depositit and keep getting an error message saying "cannot connect to rmi registry 44400, connection refused to host"

Q3: Why am I getting an error message saying 'client already logged in for backup'?

Q4: Why am I getting an error message saying 'client locked out'?

Q5: On my backup fail email it states "This backup contains out of date versions of some files which are not currently accessible".

Q6: When my backup fails, in the client log it shows that the files failed to backup because "access was denied". What does this mean?

Q7: When my backup fails, in the client log it shows that the files failed to backup because "the process cannot access the file because it is being used by another process". What does this mean?

Q8: When I look in the Client Log I see an error message "Got partial catalogue from server concatenatePartialDelta or Throwable during concatenatePartialDelta() uk. co.aradon.backup.FileServerException". Why are these showing and do I need to worry?

Q9: I sometimes get an error message 'Cannot connect to Backup Daemon' and/or [backup monitor cannot connect]. . What does this mean?

Q10: I am getting the error message "java.lang.OutOfMemoryError: Java heap space". What does this mean?

 

 

 

Q1: I have set up Depositit and keep getting an error message saying "invalid/bad username exception"
A: It sounds like you may not have finished setting up Depositit, this is easily remedied by following these instructions:

1. Click on 'Start' (bottom left corner of computer screen)
2. Click - Programs
3. Click - Depositit
4. Select - Update My Account Details

When this window opens up, confirm if you have anything in the 'Username or 'Password' fields?

If not, please put in your Depositit Username and Password that you created when setting up the account.

Your Username will be on your Welcome email and invoice from us. (Only you will know your password, though it will be a combination of letters and numbers i.e sarah1 or brian55)

Once you have put in your 'Username' and 'Password', scroll down to the 'connection section' and leave this blank if you have either broadband or cable and scroll down further to the bottom of the page and click 'SUBMIT'.

A small box will now appear saying 'Settings Changed'

Click OK

You should now be able to use your Depositit account without problems.

Q2: I have set up Depositit and keep getting an error message saying "cannot connect to rmi registry 44400, connection refused to host"
A: This error message suggests that you have a firewall in place that's blocking Depositit from accessing the Internet.

If a firewall is present it must allow outgoing TCP connections to ports in the range 44400-44408 and 44450. The Depositit service is called javaw.exe and this should be allowed.

Once allowed through your firewall Depositit should run fine and without problems.

If you keep getting this error message please contact your firewall provider for assistance.

Q3: Why am I getting an error message saying 'client already logged in for backup'?
A: This means that Depositit is in the process of running a task for you. It may be still in the process of carrying out a large backup. Please wait for a while before trying to do whatever it is you are trying to do. If after a significant amount of time this error message does not go away (i.e a day or 2), please in the first instance re-boot your machine and then try a manual backup.

If you still receive this same error contact us to look into it further for you at support@depositit.com

Q4: Why am I getting an error message saying 'client locked out'?
A: For security if you put in the wrong password more than 3 times the system will lock you out for a minimum period of 2 hours. Please leave the software alone for at least this amount of time before returning to it.

When you return to Depositit please ensure you have the correct password (combination of letters and numbers).

Q5: On my backup fail email it states "This backup contains out of date versions of some files which are not currently accessible".
A: This is a safety feature which means that although Depositit has not been able to backup the latest copies of specific file/s, it has retained a previous copy of the file/s ("an out of date version") so you will always be able to restore this information (albeit not the most recent update) if required prior to resolving why the most current copy of the file/s is not being backed up to Depositit.

Please check your client log to view which files are failing and follow the instructions on the Backup Fail email to remedy any issues.

Q6: When my backup fails, in the client log it shows that the files failed to backup because "access was denied". What does this mean?
A: "Access denied" means that your files may be password protected and the Depositit service may require administrator login rights in order to back them up. Please see our help guides for setting up the Depositit service with administrator rights here.

Q7: When my backup fails, in the client log it shows that the files failed to backup because "the process cannot access the file because it is being used by another process". What does this mean?
A: This error message usually relates to Outlook being open at the time of backup, i.e it was in use so Depositit could not back it up. Please ensure Outlook is closed and remains closed throughout the backup and it should run fine.

Q8: When I look in the Client Log I see an error message "Got partial catalogue from server concatenatePartialDelta or Throwable during concatenatePartialDelta() uk. co.aradon.backup.FileServerException". Why are these showing and do I need to worry?
A: This message is saying that a backup was in progress when your Internet connection was lost (either due to Internet going down accidentally or the machine being switched off without the backup being paused or cancelled first). When the Internet connection becomes live again, Depositit tries to resume the backup from where it left off (hence it reports 'got partial catalogue').

You don't need to worry about this message, however it is a good idea to leave the computer switched on so the backup can finish and if you do need to switch your machine off it's best to check if any backups are still running before closing down the machine. To do this, open the software, click on the Backup Status button (top right) and if a progress meter appears you can pause the backup that's running. If no progress meter appears then nothing is running at that time.

Q9: I sometimes get an error message 'Cannot connect to Backup Daemon'. What does this mean?
A1: If you are using AVG anti virus then follow these instructions which should remedy the situation:

1. open your AVG program > go to 'test centre' > go to 'virus vault'
2. RIGHT click on 'trojan horse backdoor.generic9.KZO' - that relates to Depositit (you should see a depositit path)
3. Right click on this and select "Restore Files"

Once you have done this, please:

1. click on 'Start' (bottom left of your machine) then 'RUN'
2. in the run window, type: services.msc and then click 'OK'
3. a list of services will appear on your screen
4. select Automated Backup Daemon (about the 4th or 5th down in the list) and click on this once with your left mouse button and then click on 'Start' on the left hand side to start the service.

If the file has been deleted by AVG, please click here and follow the instructions in order to retrieve the necessary file.

A2: If you are receiving this message and your backups are NOT running automatically then this message is suggesting that your firewall may be blocking Depositit from connecting to the Internet, as such scheduled backups cannot be carried out. In order to fix this, please refer to our Firewall help page here.

A3: If you are receiving this message but your backups ARE running OK, then it is probably due to Depositit trying to connect to your Internet quicker than your machine is coming online. Consequently our software is suggesting it could not connect. In this instance, as long as your backups are running OK, you do not need to worry or do anything.

Q10: I am getting the error message "java.lang.OutOfMemoryError: Java heap space". What does this mean?
A: The error message "java.lang.OutOfMemoryError: Java heap space" is a a known Java issue and suggests that you may have too many files within a single backup definition. To remedy we would advise splitting up this backup definition into 2 or 3. You can easily amend the original definition by de-selecting some of the folders/files and then set up a second and maybe even a third definition to backup the balance of the files.

Depositit recommend that backup definitions should contain up to 5gb and/or 100,000 files and also that Emails and Databases should be backed up under separate definitions with a reduced backup cycle.