Troubleshooting email optimisation issues

This article describes how to troubleshoot email optimisation issues related to the Cloud Direct Connected Backup product, and in particular the issue associated with backing up .ATCH files.

There are two XML file attachments to this article; DebugSettings.xml and LogSettings.xml. These will be needed at Step 3 below.

If you require assistance with this procedure, please contact Cloud Direct Technical Support at, support@clouddirect.net (0800 0789438).

 

Problem

A file existed at scan time but was not found during analysis. The file could not be backed up.

An example of the file type would be as follows,

C:\Users\Office\Documents\Outlook Files\myOutlook.pst\42820000_C4455A00_26BC45.ATCH

 

Solution

There are three steps that may be followed to resolve this issue and ensure the problem file is backed up. These steps are,

  1. Run the ScanPST utility
  2. Rename files in the SQLite database
  3. Upgrade the Connected Backup Agent to software version 8.8.3

The steps are described below, and should be run in the order given. If Step 1 resolves the problem, then no need to continue to Step 2, if Step 2 resolves the issue then no need to proceed to Step 3.

 

1.   Run the ScanPST utility

  1. Run the ScanPST utility

The ScanPST utility validates and corrects errors in the internal data structure of a *.pst file.

Note:
Further information on the ScanPST utility (also known as the Inbox Repair Tool) may be found, along with a free download, on the Microsoft Support website at  https://support.microsoft.com/en-us/kb/287497.

  1. Attempt to back up the file that would not previously backup.
  2. If the file will still not backup then proceed to Step 2, Rename files in the SQLite database.

 

2.   Rename files in the SQLite database

If you have run the ScanPST utility and the problem file will still not backup, then proceed as follows to rename files in the SQLite database on the Connected Backup Agent.

  1. Close the Agent UI, and stop the AgentService.
  2. Go to the Agent installation directory.
  3. Find the following three files; sqlite.db, sqlite.db-journal, and candidates.db.

Note:
For early versions of the Connected Backup product, these three files are located in a foder at, C:\Program Files (x86)\Backup Direct\Connected. If your version of Connected Backup is 8.8.2 or later, then the files are located in a folder at, X:\ProgramData\Autonomy\Connected Backup.

Ensure to view hidden folders, as the required folder may be hidden by default. For further information regarding hidden folders, refer to, http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7.

  1. Rename them by changing the file extension from .db to .old.
  2. Restart the AgentService.
  3. Run a new backup.

Note:
The backup time is likely to be quite long because the Agent will need to rebuild the backup database.

  1. If the file will still not backup then proceed to Step 3, Upgrade the Agent to version 8.8.3.

 

3.   Upgrade the Agent to version 8.8.3

If you have run the ScanPST utility, and renamed files in the SQLite database, and the problem file will still not backup, then proceed as follows to upgrade the Connected Backup Agent to version 8.8.3.

  1. Close the Agent UI and stop the AgentService.
  2. Scroll to the bottom of this article to access the two XML file attachments (DebugSettings.xml and LogSettings.xml). Copy them into the agent installation directory.
  3. Reproduce the error.
  4. If the file will still not backup then escalate to Cloud Direct Technical Support at, support@clouddirect.net (0800 0789438). Attach the agent logs zip file to your email. 

Note:
The agent logs are located at C:\ProgramData\Autonomy\Connected Backup. Once you have located this directory, right click on the 'Log' file, then select, Send to Compressed Zipped folder, to create a zip file that may be attached to your email.