Cloud Backup:FAQ about ECS File Backup Essential Edition

Error code

Possible cause

Solution

InstanceNotExists/InstanceReleased/EcsReleased

The ECS instance does not exist.

Confirm that the ECS instance ID is correct. If the ECS instance does not exist, pause the backup job to prevent it from running again.

InstanceNotRunning/EcsStopped

The ECS instance is not running.

Check the status of the ECS instance. The instance must be in the running status during the backup.

ClientNotRunning

Cloud Assistant is not running.

Check the status of Cloud Assistant. For more information, see View the status of Cloud Assistant and troubleshoot exceptions. After Cloud Assistant is running properly, Cloud Backup will run as expected.

ClientNotResponse

Cloud Assistant is not responding.

Check the status of Cloud Assistant. For more information, see View the status of Cloud Assistant and troubleshoot exceptions. After Cloud Assistant is running properly, Cloud Backup will run as expected.

ClientIsUpgrading

Cloud Assistant is being upgraded.

Cloud Backup will run as expected after the Cloud Assistant upgrade is complete.

ClientNeedUpgrade

Cloud Assistant needs to be upgraded.

Enable automatic upgrades for Cloud Assistant, or manually upgrade it. For more information, see Upgrade or disable automatic upgrades for Cloud Assistant Agent. Cloud Backup will run as expected after the Cloud Assistant upgrade is complete.

SecurityGroupRuleDenied

A security group rule denies access to the Cloud Assistant service.

Modify the security group rule to allow access to the Cloud Assistant service. For more information, see Configure network permissions for Cloud Assistant Agent.

OS_NOT_SUPPORTED

Cloud Backup does not support the current operating system.

Pause the backup job to prevent it from running again.

COMMAND_NOT_FOUND

The curl command, which Cloud Backup depends on, was not found.

Cloud Backup will run as expected after you install the curl command.

NETWORK_NOT_AVAILABLE

Cannot connect to the specified resource.

Check the security group and firewall settings. Cloud Backup will run as expected after you allow access to the service.

DISK_SPACE_NOT_ENOUGH

The disk space is insufficient.

Expand the disk and then run the backup again.

ClientDisconnected

The Cloud Backup client is disconnected.

Check the client service and network connectivity status. For more information, see Common network issues.

FILE_CACHE_NO_SPACE

Less than 1 GB of disk space is available.

Clean up or expand the disk where the Cloud Backup client installation folder is located.

OOM

Insufficient available memory to complete the backup.

Upgrade the configuration of the ECS instance and wait for the next backup job to run.

EXPIRED

The backup job timed out.

Check the client service and network connectivity status. For more information, see Common network issues.

0xc0000142

The backup job failed to start due to Windows system error 0xc0000142. This may be because security software, such as Windows Defender or other antivirus software, or a local security policy is blocking the backup process.

Add the Cloud Backup client executable files hbrclient.exe and ids.exe to the whitelist of the security software. Then, wait for the next backup job to run. To find the installation path of the Cloud Backup client, see How do I view the default installation path and logs of the Cloud Backup client?.

JOB_CANCELED

The job was canceled.

Contact Cloud Backup online technical support for assistance.

ApplicationFileNotExist

The backup failed because some Cloud Backup client files are missing. The files may have been deleted by third-party security software or by a user.

Add the Cloud Backup client executable files hbrclient.exe and ids.exe to the whitelist of the security software. Then, wait for the next backup job to run. To find the installation path of the Cloud Backup client, see How do I view the default installation path and logs of the Cloud Backup client?.

OPEN_VAULT_FAILED

The Cloud Backup client cannot access the Cloud Backup service.

The network connection from the Cloud Backup client to the Cloud Backup service might be blocked. To troubleshoot this issue, see Common network issues.