Troubleshooting Problems with Network Agents for Handy Backup

In some cases a remote machine remains unavailable for accessing via the Management Console after installing a Network Agent on it. In these cases a user can try to eliminate problems manually.

Typical problems often be of these two types:

  • A Network Agent on a remote machine cannot connect to Management Console;
A network connection problem with an Agent
  • The Management Console cannot connect to a remote computer.
The Management Console cannot connect to a remote computer

A Network Agent Cannot Connect to the Management Console: Troubleshooting

Step 1

At first, ping a connection between a remote machine and the Management Console server. To do it, run the three next commands in a command line on the remote computer:

ping <Panel Full Hostname>

ping <Panel Hostname>

ping <Panel IP>

Here <Panel Full Hostname> is a full network name of a machine containing the Management Console, <Panel Hostname> is a short network name for this machine, and <Panel IP> is an IP address for this machine, correspondingly. If no one of those commands connected to the Management Console, then please call for a system administrator to check network parameters. If one of previous commands was successful, then please remember all parameters of this command before going to next step.

Step 2

Open the Windows registry on a machine containing the Management Console by using Regedit or a similar utility, and add the key --HostNameInIOR <IP address or a network name> in the next field:

HKLM/System/CurrentControlSet/Services/HandyBackupServer8/ImagePath

Here the parameter <IP address or a network name> must be identical to those from the Step 1 that allows the Agent make a connection with the Management Console machine.

After changing the registry, please restart the service called “Handy Backup Server 8” on a computer containing the Management Console.

You can find and restart this service by using the next sequence of Windows control functions:

Management Panel --> Administering --> Services --> Handy Backup Server 8.

As the next operation, you will need to re-configure a Network Agent on a computer with the Management Console. To do it, please find and open the file workstation.hbl in any text editor:

C:\ProgramData\Novosoft\Handy Backup 8\Users\[username]\Settings\workstation.hbl

Here [username] is a name of system user who started a Management Console. If the Management Console runs under the “Local System”, then the username will be SYSTEM (varies from the Windows default language).

To configure the Network Agent, provide a name or IP address obtained on Step 1 in the CoordinatorHost and WorkstationHost fields.

After changing the file workstation.hbl, restart a service by using the next Windows control sequence:

Management Panel --> Administering --> Services --> Handy Backup Network Workstation 8.

The Management Console Cannot Connect to a Network Agent: Troubleshooting

Step 1

Firstly ping a connection between a remote machine and the Management Console server. To do it, run the three next commands in a command line on the Management Console server:

ping <Agent Full Hostname>

ping <Agent Hostname>

ping <Agent IP>

Here <Agent Full Hostname> is a full network name of a workstation or a server containing a Network Agent, <Agent Hostname> is a short network name for this machine, and <Agent IP> is an IP address for this machine, correspondingly. If no one of those commands can connect to a remote machine, then please call for a system administrator to make necessary network actions. If one of previous commands was successful, then please remember all parameters of this command before going to next step.

Step 2

On a remote machine with a Network Agent, find the file workstation.hbl and open it in any text editor:

C:\ProgramData\Novosoft\Handy Backup 8\Users\[username]\Settings\workstation.hbl

Here [username] is the name of a user who runs a Network Agent on the system. If a Network Agent was installed under the “Local System” then a username will be SYSTEM (may change depending from local Windows language on a remote machine).

In the file workstation.hbl write a name or an IP address obtained on the Step 1 in the WorkstationHost field.

After changing the file workstation.hbl restart a service by using the next Windows control sequence:

Management Panel --> Administering --> Services --> Handy Backup Network Workstation 8.

Overriding Firewall

By default, handy Backup uses the first free port to establish a connection between a Network Agent and the Management Console. If your firewall blocks unknown ports, please provide a port for a connection manually in the file workstation.hbl

C:\ProgramData\Novosoft\Handy Backup 8\Users\[username]\Settings\workstation.hbl

Here [username] is the name of a user who installed a Network Agent. Add a port in the list of exceptions for a firewall.

To change a default port value, provide a port number in the WorkstationPort field.

After changing the file workstation.hbl restart the service by using the next Windows control sequence:

Management Panel --> Administering --> Services --> Handy Backup Network Workstation 8. 

If you still have any problems, please contact our support team: support@novosoft.net



Related page: Server Backup Solution

User Manual contents

Who uses our backup software?