Troubleshooting Problems with Network Agents for Handy Backup

If some remote machine connected to a network edition of Handy Backup cannot provide an access to some remote computer data through the Management Panel, then you often can solve these problems without much effort or time loss.

One of the two situations typically indicates these problems:

  • the remote computer is visible via the Management Panel but cannot provide an access to its data via the network;
A network connection problem with an Agent

  • the Management Panel does not "see" the computer (the particular remote machine does not appear in the drop-down list of objects).

Solving Problems after the Automatic Installation

If you obtain your Network Agents through a Management Panel menu option, it generally requires no troubleshooting. Any computer with the Agent installed must appear on the Step 2 of a new task wizard, under a name given to it during the Network Agent pre-configuring.

To ensure this result, you may change the user account under that a Network Agent will run. To do it, please follow the instruction:

  • Go to the "Management" section of the "Computer" menu, then switch to "Services";
  • Find the Network Agent service (named "Novosoft Backup Network Workstation" in the list of services);
  • Change a user of this service from "Local System" to some other user name available in the system (preferably, with administrative privileges).

Note: If a user account selected to run the Network Agent has administrative privileges, it can solve many possible problems with data access without an additional interference from a user.

If this operation is unsuccessful, please check if the name given for your Network Agent workstation corresponds to a name that you set for an Agent during the configuration. (If it does not work, you can switch to an IP address instead of a name.)

For most cases of inconsistence, these steps will resolve a problem completely. If the remote computer with a running Network Agent still has not appearing in your Management Panel, please refer to the steps of manual troubleshooting described in this instruction.

Test Your Network

First, ping the remote machine in question entering the following command line on a computer containing Management Panel:

ping <IP addr>

where <IP addr> is an IP address of the remote machine.

Repeat this step by attempting a ping to the computer with Management Panel from the remote machine.

If the ping failed, then the problem is possibly lies on a configuration of your local network. Please contact with your network administrator to solve the problem. Otherwise, you can move to Step 2.

Ensure Connecting Management Panel to the Remote Computer

If the ping in Step 1 is successful but you’re still receiving a message like "Can’t connect to the remote workstation" or "The session is broken", then it is possible that your remote computer has been accessed by IP address only. In this cause, open the Registry on the problem side using Regedit or whatever software you prefer, and add the parameter --HostNameInIOR <IP or name> into the Registry:

  • For the message "The session is broken", reconfigure Management Panel, and the entries changing are: HKLM/System/CurrentControlSet/Services/NSBackupServer/ImagePathHKLM/System/CurrentControlSet/Services/NSBackupWorkstation/ImagePath
  • For the "Can’t connect to the workstation", set up properly the Network Agent adding the parameter listed above to this entry only: HKLM/System/CurrentControlSet/Services/NSBackupWorkstation/ImagePath

Note: For the latter case, if you are using Handy Backup 7.9.9 or newer, please write the host name and the port number of your Network Agent into the file workstation.hbl, instead of a registry. The host name field in this file has a name <WorkstationHost>, and a port number field named <WorkstationPort>, respectively.

After changing the Registry or a configuration file workstation.hbl, restart following services:

  • For the Management Panel - "Novosoft Backup Workstation 7" and "Novosoft Backup Server 7".
  • For the Network Agent – "Novosoft Backup Workstation 7" only.

You can find and restart these services using Windows controls at the following sequence: Control panel --> Administrative tools --> Services --> Novosoft Backup Workstation 7 (Novosoft Backup Server 7).

If all these means were unsuccessful, go to Step 3 and attempt to configure your Network Agent properly.

Configure Your File workstation.hbl

If the remote machine pings both by name and by IP address but remains inaccessible through Management Panel and does not appear in the drop-down list of backup objects, then it is completely possible that the Network Agent has not been configured correctly.

To set up the file workstation.hbl properly, follow these simple instructions:

  1. If you install the Network Agent as the particular user (such as a network administrator), you can find the file workstation.hbl by the following path:

    • Using Windows 8, Windows 7 or Windows Vista or Windows Server started at version 2008 - C:\Users\[username]\AppData\Roaming\Novosoft\Handy Backup 7\Settings\Services\
    • Using Windows XP - C:\Documents and Settings\[Username]\Application Data\Novosoft\Handy Backup 7\Settings\Services\

  2. If you install the Network Agent as Local System, then this file will be located at:

    • For all modern versions of Windows started at Windows Vista, or Windows Server editions started at Windows Server 2008 – C:\Windows\System32\config\systemprofile\AppData\Roaming\Novosoft\ Handy Backup 7\Settings\Services\
    • For Windows XP – C:\Documents and Settings\LocalService\Application Data\Novosoft\Handy Backup 7\Settings\Services\

To set up Network Agent properly, just set proper values of fields Name and CoordinatorHost located at the beginning of this file.

  • The Name field is the name of network computer managed by Network Agent; this name can be selected later in the Management Panel.
  • The CoordinatorHost field is the name or IP address of computer serving as host to the Management Panel.

After changing the file workstation.hbl, restart the workstation service using the sequence of controls: Control panel --> Administrative tools --> Services --> Novosoft Backup Workstation 7.

Overcoming Firewalls

By default, the program uses any free port to establish a connection between a server and a Network Agent. If your firewall blocks unauthorized ports, just add the ports you need to the list of firewall exceptions, and configure these ports properly in the file workstation.hbl (for Network Agents) or in the registry (for servers).

  • For version 7.9.9 and up: add the port number for Workstation Agent into the <WorkstationPort> field in the file workstation.hbl, to provide an access through a firewall for a Network Agent.

    Note: For the versions earlier than 7.9.9, you must change the registry key. Find a key in the registry:

To provide a port number for a workstation, open the ImagePath subkey and add the next parameter, using a selected port number instead of [port] in the string:

--ListenEndpointPort [port]

  • In addition. Change a registry key on the server. Find a registry key, as described before:

To link a selected port to a server, please open the ImagePath subkey and add the next parameter, providing a selected port number instead of [port] in the next string:

--ListenEndpointPort [port]

After finishing, restart the software components as described below.

Restarting Software Components

After completing operations described above, you will ensure the stable job of your remote backup. To be sure that all changes will be applied, restart manually all related services on both sides (Management Panel and Network Agent, respectively) as described in the Step 2.

If you still have any problems, please contact our support team:

User Manual contents

Related page: Server Backup Solution

Contact Us

+1 (707) 703-13-11


Installing Standalone Version

Installing Server Version

Installing Workstation

Workstation Configuration


Quick Start

User Manual in PDF, version 7

Who uses our backup software?