trouble shooting
TOTALcomputerbackup Error Messages and what they mean:
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'?
Storage Questions:
Q6: I want to reduce my storage, how can I delete information from your servers?
TOTALcomputerbackup is not Backing up correctly:
Q7: Why am I getting Backup Unsuccessful emails?
Q9: Why can I backup manually but it won't work automatically?
Q10: I have just put TOTALcomputerbackup on a second machine but it's not backing up?
Q11: TOTALcomputerbackup has stopped working, it's no longer backing up?
Connections Issues:
Q14: If I have lost my password can you let me know what it is?
Q15: Why have I stopped receiving my backup confirmation emails?
TOTALcomputerbackup Error Messages and what they mean:
Q1: I have set up TOTALcomputerbackup and keep getting an error message
saying "invalid/bad username exception"
A: It sounds like you may not have finished setting up TOTALcomputerbackup, this is easily remedied by following these instructions:
1. Click on 'Start' (bottom left corner of computer screen)
2. Click - Programs
3. Click - TOTALcomputerbackup
4. Select - Change 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 TOTALcomputerbackup 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 TOTALcomputerbackup account without problems.
Q2: I have set up TOTALcomputerbackup 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 TOTALcomputerbackup 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 TOTALcomputerbackup service is called javaw.exe and this should be allowed.
Once allowed through your firewall TOTALcomputerbackup 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 TOTALcomputerbackup 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@totalcomputerbackup.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 TOTALcomputerbackup please ensure you have the correct password (combination of letters and numbers).
Storage Questions:
Q5: My storage is increasing by large amounts everyday, why is this happening and how can I stop it (how can I reduce
my backup cycles)?
A: The first thing you need to do is to consider reducing the Backup Cycle of the definition that is growing. If you
wish to do this:
Open TOTALcomputerbackup by double clicking the padlock icon on your desktop
Left click the definition so it's highlighted in blue
Overwrite the figure currently in your 'Backup Cycle' at the bottom right of the screen and reduce it down to 5.
Click SAVE on the toolbar
You should now see your storage levels either reduce or stabilise.
Definitions that tend to grow rapidly are normally emails or database files. If you are backing up these files, you may want to consider reducing the backup cycles.
Please refer to our help guides below:
Backing up Emails
Backing up Databases
Disclaimer:
TOTALcomputerbackup customers have complete control over how many backup copies are kept (the default setting is 30). We
recommend a minimum backup cycle of 5 be maintained against each definition.
Q6: I want to reduce my storage, how can I delete information from your servers?
A: In order to delete information from our servers, please carry out the following:
Open TOTALcomputerbackup by double clicking on the padlock icon on your desktop
Click to the 'Restore' tab
Enter your password (for security)
Left click on the definition you wish to delete (or click on the plus (+) to view the cycles that you may wish to delete)
Once highlighted in blue, click on the 'FILE' menu and then click 'Delete from Server'
Enter your password to confirm the deletion
IMPORTANT: If you are deleting a complete definition from our server, you must remember to delete the definition from the Backup manager window as well, otherwise it will backup all over again.
To do this:
Open the TOTALcomputerbackup software
Left click on the definition you wish to delete
Go up to the toolbar and click 'Delete'
Disclaimer:
Please note that when you delete information from the TOTALcomputerbackup servers, it will be completely removed and no longer be
available to restore from.
Q7: Why am I getting Backup Unsuccessful emails?
A: Please bear in mind that in most cases the majority of your files might still be backing up and this email is
only reporting that 'some' of your files may not be, for the following reasons:
Are you backing up Outlook emails? If so, please make sure you close down Outlook before backing it up. For more information on backing up emails, see our support pages here.
Have you deleted any files from your computer recently? If so, and you have specified TOTALcomputerbackup to backs up these files it will report back with an unsuccessful email because it cannot find the files any longer. To remedy this, please open TOTALcomputerbackup > left click on the definition > open the drive on the right hand side by clicking on the little plus sign > and keep doing this until you find the files that you deleted from your computer. When you find these files, untick the boxes in TOTALcomputerbackup and then click SAVE on the toolbar to save these changes.
Are you backing up a server or networked drives? If so please see the questions below.
Q8: I'm having trouble backing up my server/networked computers, it backs up OK manually, however when it backs up automatically I get backup unsuccessful emails from you.
A: This is probably due to administrator rights and/or setting up of the service under Windows.
Please follow the instructions here.
Q9: Why can I backup manually but it won't work automatically?
A: The reason for this is because when you backup manually TOTALcomputerbackup works as a process, however to work
automatically TOTALcomputerbackup needs to run as a service.
Things to look at include:
Check your firewall is not blocking TOTALcomputerbackup from accessing the Internet, as this will prevent it from backing up automatically (but will allow it to run manually)and is usually determined by an error message appearing in your client log saying 'cannot connect 44400'.
If this is the case, please check your firewall settings are allowing TOTALcomputerbackup through (see above recommendation in question #2).
If you are backing up a server or networked drives, you must have full administrator rights set up otherwise it will not backup successfully. Please follow the instructions here.
Check TOTALcomputerbackup is running in your services. Start Menu > Settings > Control Panel > Administrative Tools > Services
Q10: I have just put TOTALcomputerbackup on a second machine but it's not backing up?
A: This is usually caused by not updating the software with your username and password.
Please ensure you have done this by following the instructions from question 1 above.
IMPORTANT: Remember that when you set up your definitions to backup the second machine it must be called a different name to what you have set up on the first machine and you must also schedule it to run at a different time as well.
Q11: TOTALcomputerbackup has stopped working, it's no longer backing up?
A:
In the first instance we would suggest that you reboot your machine.
Once re-booted if it looks like it's still not backing please check your client log, (open the TOTALcomputerbackup software and click on the client log page). Are there any error messages being reported, such as connection issues? If so this will be the reason why TOTALcomputerbackup cannot backup and for a remedy to this see answers to questions above.
Alternatively if you notice in the client log that TOTALcomputerbackup is backing up each time but you are not receiving your confirmation emails please check your spam filter to make sure this is allowing mail through from us.
Have you recently reset your password, and if so have you updated this on the software? If you have not updated the software with your new password please see question 1 above.
Have you recently upgraded from dial up or ISDN to broadband/cable? If so, please see the instructions below.
Connections Issues:
Q12: I have just upgraded my Internet connection from a dial-up connection (56K) or ISDN to broadband or cable -
do I need to do anything with TOTALcomputerbackup?
A: Once you have your new broadband or cable connection running, TOTALcomputerbackup will not work until you update
your account by following these instructions:
Click on 'Start' (bottom left corner of computer screen)
Click - PROGRAMS
Click - TOTALcomputerbackup
Select - Change My Account Details
Now scroll down to the bottom of the page and click 'SUBMIT'.
A small box will now appear saying 'Settings Changed' - click OK.
TOTALcomputerbackup will now work with your new faster connection.
Q13: What should I update on TOTALcomputerbackup if I have a dial up Internet account (56K) and
change to a new dial up Service Provider (ISP)?
A: To do this you will need to select Programs > TOTALcomputerbackup > Change My Account Details and select the new ISP from
the "Select Dialup Account" pick list.
Note: You must ensure that you have created an account for your new ISP before attempting to do the above.
Q14: If I have lost my password can you let me know what it is?
A: In the interest of security TOTALcomputerbackup does not keep any record of your password. However we can remind you
that it will be a combination of letters and numbers and you would have created it along with your username when you
set up your TOTALcomputerbackup account.
If you still cannot remember your password, you can reset it by following these instructions:
Visit the Login page on the TOTALcomputerbackup website here
Scroll down to the bottom of this page and where it says 'Forgotten or Lost Password' click on the link.
Enter your Username and provide your security answer, and a new password will be automatically generated and sent to the email address that was used when you registered (Your username can be found on all the correspondence email that we send you, i.e. confirmation emails, welcome email, invoice etc).
Once you have received the email with your new password, please follow the instructions provided to correctly set this up and continue using your account.
IMPORTANT: If you have TOTALcomputerbackup installed on a second machine, you must amend the password on this to the new one otherwise it will no longer backup.
Q15: Why have I stopped receiving my backup confirmation emails?
A: First check if your backups are running. The best way to do this is to open the TOTALcomputerbackup software and look
at your client log (open the TOTALcomputerbackup software and click on the client log page), does it show if your backups
have been running the past few days or not?
If they haven't, does it show an error message and can you see the error message explained on our trouble shooting page? (it may be a firewall issue, incorrect password or your machine may need rebooting).
If it shows that they are running, then please check your spam folder to make sure emails from TOTALcomputerbackup are not being filtered out (AOL and BT use filters that sometimes remove TOTALcomputerbackup emails).
You need to allow mail from: care@totalcomputerbackup.com & support@totalcomputerbackup & accounts@totalcomputerbackup.com