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Troubleshoot computer backup and restore errors in Windows Server Essentials

Published: August 21, 2012

Updated: June 26, 2013

Applies To: Windows Server 2012 Essentials

Use these procedures to troubleshoot computer backups in Windows Server Essentials, including backup configuration issues, incomplete or unsuccessful backups, backup health alerts, and issues with file, folder, or full-system restores.

noteNote
For the most recent troubleshooting information from the Windows Server Essentials community, visit the Windows Server 2012 Essentials Forum.

Use these procedures to troubleshoot issues with the backup configurations for computers that are backed up on your Windows Server Essentials server.

  • Backup configuration did not complete successfully

  • Error collecting information for computer

  • Error removing computer from backup

  1. Make sure your computer is connected to the network through a network device.

  2. Make sure the network device that the computer is connected to is also connected to the network, powered on, and functioning properly.

  3. Make sure that Windows Server Client Backup Service and Windows Server Client Computer Backup Provider Service are running on the server.

    1. On the server, click Start, click Administrative Tools, and then click Services.

    2. Scroll down to and click Windows Server Client Computer Backup Provider Service. If the status of the service is not Started, right-click the service, and then click Start.

    3. Click Windows Server Client Computer Backup Service. If the status of the service is not Started, right-click the service, and then click Start.

    4. Close Services.

  4. Make sure that Windows Server Client Computer Backup Provider Service is running on the client computer.

    1. On the client computer, click Start, type Services in the Search programs and files text box, and then press Enter.

    2. Scroll down to and click Windows Server Client Computer Backup Provider Service. If the status of the service is not Started, right-click the service, and then click Start.

    3. Close Services.

  5. Check alerts to determine if there are errors in the backup database. If there are errors, follow the instructions in the alert to repair the backup database.

  6. Uninstall the Windows Server Essentials Connector software from the computer, and then reinstall it. For more information, see the topics Uninstall the Connector software and Install the Connector software.

When a backup has Unsuccessful status, no part of the backup succeeded and no data is available for you to restore. However, when a backup has Incomplete status, not all items specified in the backup configuration were backed up, but some data might be available for you to restore.

  • Backup is incomplete

  • Backup unsuccessful

  1. Open the Windows Server Essentials Dashboard, and then click Computers and Backup.

  2. Click the name of the computer where backup did not complete successfully, and then click View the computer properties in the Tasks pane.

  3. Click the backup that did not complete successfully, and then click View details.

  4. In the Backup Details dialog box, a green check is displayed in the status of every volume that was backed up successfully.

  1. Make sure that the hard disk is connected to the computer, turned on, and functioning properly.

  2. Run chkdsk /f /r to fix any errors on the hard disk (/f) and recover readable information from any bad sectors (/r). For more information about running chkdsk, see CHKDSK.

  3. Make sure that the computer was not shut down or disconnected from the network while backup was running.

  4. Make sure there is enough free space on each volume for backup to run. Backup requires some additional disk space on the client computer to create a VSS snapshot. On any volume that is not system reserved, at least 10 percent of available disk space must be free. On a system reserved volume, if the volume size is less than 500 MB, VSS requires 32 MB of free space to create a snapshot; if the volume is 500 MB or greater, VSS requires 320 MB of free space.

    If insufficient free space is available on a volume, try one of these resolutions:

    • Extend the volume. You can extend any basic or dynamic volume except the system reserved volume.

      1. In Control Panel, click System and Security.

      2. Under Administrative Tools, click Create and format hard disk partitions.

      3. Right-click the volume that you want to extend. If Extend Volume is enabled, select that option. If the option is not enabled, you cannot extend the volume.

      4. Follow the steps in the Extend Volume Wizard to extend the volume.

    • Delete content from the volume to make more space available.

      noteNote
      If you need to free up space on the system reserved volume, you can move the System Recovery Image to a different volume. For instructions, see Deploy a System Recovery Image.

    • Exclude the volume from the client backup. Do this only if it is not important to you to maintain a backup copy of the data on the volume.

      WarningWarning
      If you exclude the system reserved volume from a client backup, the client system will not be backed up, and you will not be able to perform a full system restore on the computer.

  5. Check for other alerts on the server that may indicate there is not enough disk space on the server for backup to complete successfully. Follow the instructions in the alert to fix the issue.

  6. Run vssadmin in a command prompt to troubleshoot Volume Shadow Copy Service (VSS) issues. For information about vssadmin, see VSSADMIN.

  • The Windows Server Solutions Computer Backup Provider Service stopped working

  • The Windows Server Solutions Client Computer Backup Provider Service stopped working

  1. If an alert tells you that the backup database has issues, follow the instructions in the alert to fix the issue.

  2. If an alert tells you that a backup service is not running, try to start the service on the server or the client computer where you received the error message.

    1. On the server, click Start, and click Administrative Tools, and then click Services.

      noteNote
      If you are administering the server remotely, you must use Remote Desktop Connection to access the server desktop. For information about using Remote Desktop Connection, see Connect to another computer using Remote Desktop Connection.

    2. Scroll down to and click Windows Server Client Computer Backup Provider Service. If the status of the service is not Started, right-click the service, and then click Start.

    3. Click Windows Server Client Computer Backup Service. If the status of the service is not Started, right-click the service, and then click Start.

    4. Close Services.

    1. On the client computer, click Start, type Services in the Search programs and files text box, and then click ENTER.

    2. Right-click Windows Server Client Computer Backup Provider Service, and then click Start.

    3. Close the Services.

  3. Check event logs on the client computer or server for issues relating to backup services or drivers.

  4. Reboot the server or client computer where you received the error message.

  5. Check health alerts for other issues that may have an effect on client backup.

  • File or folder restore did not complete successfully.

  1. Make sure your computer is connected to the network through a network device.

  2. Make sure the network device that the computer is connected to is also connected to the network, powered on, and functioning properly.

  3. Check alerts to determine if there are errors in the backup database. If there are errors, follow the instructions in the alert to repair the backup database.

  4. Try to restore the files or folders from another backup.

  5. Make sure that the Windows Server Solution Computer Restore Driver is installed and working properly.

    1. Click Start, type Device Manager in the Search programs and files text box, and then click ENTER.

    2. In Device Manager, click System devices, scroll to Windows Server Solutions Computer Restore Driver.

    3. If the driver is not displayed:

      1. Open a command prompt with administrator privileges, and run the following command:

        “%ProgramFiles%\Windows Server\Bin\BackupDriverInstaller.exe” –i

      2. Refresh Device Manager. The driver should appear.

    4. If the icon that is displayed is a computer monitor, the driver is installed and running properly. Close Device Manager.

    5. If the icon displayed is not a computer monitor

      1. Right-click Windows Server Solutions Computer Restore Driver, and then click Properties.

      2. Click the Driver tab, and then click Update Driver.

      3. Click Search automatically for updated driver software, and then follow the instructions to update the driver.

    6. Close Device Manager.

  6. Uninstall the Windows Server Essentials Connector software from the computer, and then reinstall it. For more information, see the topics Uninstall the Connector software and Install the Connector software.

  • Cannot log on the client computer after a full system restore.

If you change the name of a computer, and you later need to restore to a backup that was saved before the computer name changed, after the restore, when you attempt to log on under your domain account, you will receive this error: "The security database on the server does not have a computer account for this workstation trust relationship." To gain network access to the computer again, remove the Connector software, remove the computer from the Windows domain, and then connect to the server again.

  1. Log on to the computer as a local administrator.

  2. Uninstall the Connector software. For more information, see Uninstall the Connector software.

  3. Remove the computer from the domain. For more information, see Remove a computer from a Windows domain.

  4. Connect the computer to the server again. For more information, see Connect computers to the server.

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