LiveVault How To: Troubleshoot Agent Disconnections

Troubleshooting Backup Agent Disconnections

Permanent/Temporary Disconnections

The Livevault Backup Agent will disconnect from the backup service for a number of reasons, permanent and temporary disconnections (LiveVault Web UI will show disconnected for X number of days) are generally due to:

1. The agent being uninstalled,
2. The livevault service being disabled/stopped,
3. The Internet being disconnected or outbound internet access to our secure Vaults being blocked by a host or gateway firewall.
4. The Server being turned off / decomissioned

Check the following:
1. The Agent is installed, if the agent has been uninstalled inadvertantly, you will need to re-provision the server - https://support.keepitsafe.com.au/hc/en-us/articles/231813968
2. The Livevault Service is not disabled and is running - Press Windows Key +R, type services.msc and press enter, locate the LiveVault Backup Service, check it is running and that it is not disabled.
3. Your Host and Gateway Firewalls are configured - https://support.keepitsafe.com.au/hc/en-us/articles/231813488
4. The Server being turned off / decommissioned - If the server has been decommissioned, please let contact us and we can discuss data retention/deletion options

Transient Disconnections

Transient disconnections (The LiveVault Web UI will show disconnected for an X number of seconds, minutes, hours, then show connected again, often repeating this cycle) are generally due to:

1. Anti-Virus configuration
2. VSS (Volume Shadow Copy) configuration
3. Hard Drive Free space issues.

Check the following:

1. Your Anti-Virus Configuration - https://support.keepitsafe.com.au/hc/en-us/articles/231813508
2. Your VSS Settings - https://support.keepitsafe.com.au/hc/en-us/articles/231814048
3. Your Hard Drive Free Space - Ensure that you have at least 15% free space on each drive being backed up

if you require assistance with any of these steps or after following the above steps you are still experiencing disconnections, please let us know