QUESTION   Backup is "stuck" or doesn't complete the backup process.

File Protection is stuck or waiting for files and the backup process does not complete after a period of time.

NOTE  Before proceeding with troubleshooting, please make sure that the device and data set fall within the parameters described in How Backups Work.

ANSWER  Considerations and troubleshooting steps:

NOTE   The amount of RAM required to run is, at minimum, 34MB + 100MB/100,000 files & folders. Be advised that this calculation is for the amount of RAM necessary solely for the operation of File Protection.

NOTE  We support backup of one million files per device for File Protection Desktop and 10 million files for our 64-bit version of File Protection Server. File Protection doesn't restrict the number of files you back up (and you may find it functions properly beyond that), but we don’t offer support for backup issues if the file count exceeds those limitations.

If File Protection appears inactive during the backup process, perform the following steps to allow the backup process to complete:

  1. Download and install the latest version of File Protection. Refer to Install or uninstall File Protection Desktop or Install or uninstall File Protection Server.
  2. Verify the permissions of the files failing backup.
    Using the list of files failing backup on the Device Detail page, check the local OS permissions for those same files. The user running the service on that device must have the ability to read the entire folder structure that is being backed up.

NOTE  If the agent is in Run as Service mode, you must check the permissions of the Local Admin, Local Service, or the specified user that is running the service.

  1. Go to Task Manager > Performance and monitor memory usage.
  2. Go to Task Manager > Processes > Datto File Protection and check the Page Faults and PF Delta columns.
    High numbers in either step 2 or 3 indicate, in most cases, that there is not enough RAM.

If the previous steps do not resolve the backup issue, proceed as follows:

  1. Shut down and (if applicable) the service.
  2. Open Explorer/Finder and go to...
    Desktop
    C:\Users\Username\AppData\Local\Datto\File Protection (Windows)
    ~/Library/Preferences/com.datto.dfp (Mac)
    Server
    C:\ProgramData\Datto\File Protection Server\default
  3. Delete all files starting with shareinfo.
  4. Start the File Protection Desktop/Server instance (and the service, if applicable).
    This process will rebuild the deleted shareinfo files and complete the backup process. Please allow time for the shareinfo files to be recreated and the backup paths to be re-scanned.