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Backup failed - "The agent stopped communicating with the server for more than 10 minutes" - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <p>Backup fails with error message: -</p> <blockquote class="blockquote"> <p>The agent stopped communicating with the server for more than 10 minutes</p> </blockquote> <h3 data-id="cause">Cause</h3> <p>Backup will fail with this message if the agent is unable to communicate with the Kaseya server <em>web interface</em> for 10 minutes. In some cases, the agent may still be on-line, because agent check-in uses a different network port.</p> <h3 data-id="solution">Solution</h3> <p>1) review the agent side KDB log - <strong>C:\Program Files (x86)\Kaseya\<server GUID>\onlinebackup.log</strong></p> <p>2) look for an HTTP error such as this: -</p> <blockquote class="blockquote"> <p>Wed Mar 04 20:36:02.989 2015 KDLLHost.exe 5.0 TID=18736 [ OnlineBackupService.dll 7.0.0.0 ] {::ERROR} TaskMonitor::PublishEventsThread( ) : Continuing.<br>PublishEventFailed : SendRequestFailed : ResponseStatusNotOkay : <br>URL = '<a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2F%3Cserver">https://<server</a> address>:443/KOB/ASPx/pages/EventReceiver.asmx'<br>ObjectName = '/KOB/ASPx/pages/EventReceiver.asmx'<br>Verb = 'POST'<br>ResponseStatus = 404<br>URL = '<a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2F%3Cserver">https://<server</a> address>:443/KOB/ASPx/pages/EventReceiver.asmx'. Response content = '<html><br> <head><br> <title>The resource cannot be found.</title><br> <style></p> </blockquote> <p>(where <server address> is the IP address or DNS name of the Kaseya server)</p> <p>Depending on the error details, proceed as follows: -</p> <p>3) if connection was attempted using an invalid IP address or DNS name: -</p> <ul><li> go to <em>Agent > Check-in Control</em> page and ensure that <strong>Primary Kserver</strong> is set to a valid address that can be reached from the agent's network location</li> </ul><p>4) if server address is correct, but <em>invalid port</em> is used: -</p> <ul><li>log onto Kaseya using correct external address and port</li> <li>go to <em>System > Server Management > Configure</em> page</li> <li>click on "reapply schema" link - this will update references in the database to correct URL <em>(Note - Kaseya services will be stopped during this process, so it is recommended to complete this task out of business hours)</em></li> </ul><p>5) if server address and port appear to be valid</p> <ul><li>log onto the backup agent machine</li> <li>test access to the Kaseya server using a web browser - use standard TCP/IP troubleshooting techniques to resolve any issue</li> <li>if internet access is provided through a proxy server, ensure that winHTTP service is configured with correct proxy settings, as described in <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Ftechnet.microsoft.com%2Fen-gb%2Flibrary%2Fcc731131%2528v%3Dws.10%2529.aspx">this MS article</a> </li> </ul><h3 data-id="applies-to">Applies to</h3> <p>Kaseya VSA (Data Backup module) - all versions</p> </article> </main>