Backup job seems to hang or stuck

Symptom

Backup job seems to hang up or gets stuck either in Jobs › Active Jobs, or in Clients › Summary under the Active Jobs column. Possibly other jobs are waiting behind these backup jobs.

Troubleshooting

  1. Go to Jobs › Active Jobs, right-click the job, and then click Client Properties.

    Note what file the job seems to be hung up on.

    It is possible that the job is performing very slowly rather than completely hung up. Monitor the Client Properties window for a moment to ensure the client is completely hung up.

  2. Go to Jobs › Active Jobs, right-click the job, and then click Message Logs.

    Note if there are any errors in the Message Logs.

  3. Go to Support, and review the server.xml log to see if there are any error messages associated with this client and backup.

  4. Restart the services on either the client or the appliance, or both.

    For more information on how to properly do this, see How to restart backup service on the appliance or agent.

If the client seems to hang up repeatedly:

Again, note which file the client seems to be hanging up on, especially if it is the same file each time. (See Client Properties above.)

  1. Go to Clients › Edit.

  2. Select the affected client, and then click the “pencil” button in the Backup group.

    Check to see if VSS and Include Writers are selected.

Other things to consider

Waiting for Media

Jobs › Active Jobs, see the Status column.

If status is Waiting for Media, right-click the job, and then click Message Logs.

Review any error messages present.

There is a possibility this could be tied to database problems. If so, contact Infrascale Support.

System State backup (ntbackup) running out of space. (This only affects older versions. Infrascale Disaster Recovery 3.4 and later uses VSS for System State Backup, not ntbackup.)

Jobs › Active Jobs, right-click the job, and then click Message Logs.

If the last message is: CLIENT-FileIO: WSS: System state will be saved to C:Program FilesRVX-Backupsysstatesystemstate.bkf.

Clients › Summary, right-click the client, and then click Properties.

If there is no current file (it may say ‘null’):

When looking at the Message Logs, if the client appears to be hanging in systemstate backup. The most likely cause is ntbackup running out of space, or some other error, and hanging. Please check the C: drive for space and the event log for other possible ntbackup errors. You can also log into session 0 and see if ntbackup has popped up an error dialog.

If you are unable to create enough space, you can disable System State backup using Configure Backup › System State, and clearing the option there.