N-able Backup: Backup is stuck scanning/cleaning

Last Modified

Thu Dec 31 13:37 GMT 2020

Description

• Backup is stuck scanning/cleaning

Environment

• N-able Backup

Solution

1. Cancel the backup
2. De-select the schedule under Preferences > Schedule
3. Restart Backup Service Controller in services.msc
4. Run a new backup
5. Confirm the backup completes
6. Re-enable schedule

• If the issue repeats, then please follow steps below:
  1. Navigate on local browser of device to urls below:
     • http://localhost:5000/logs/app
     • http://localhost:5000/logs/protocol
  2. Copy and paste logging in Text file in following naming convention below:
     • DeviceName_App.txt
     • DeviceName_Protocol.txt
  3. Send log information to current ticket you have open with N-able Technical Support regarding this issue to review further