User manual

Troubleshooting and support GFI Backup 2011  67
8 Troubleshooting and support
8.1 Introduction
This chapter explains how to resolve any issues encountered during the use of GFI Backup
Agent. The main sources of information available to solve these issues are:
 This manual - most issues can be solved through the information in this manual.
 GFI Knowledge Base articles
 Web forum
 Contacting GFI Technical Support
8.2 Common Issues
ISSUE ENCOUNTERED
SOLUTION
GFI Backup does not back up open
files.
Cause
There might be a problem with Volume Shadow Copy Service
(VSS).
Solution
Refer to http://kbase.gfi.com/showarticle.asp?id=KBID003549 for a
detailed procedure on how to solve VSS issues.
“Access to agent application
blocked by administrator” message
is returned when trying to load GFI
Backup Agent or when trying to
access any of its features from the
system tray icon.
Description
User has not been granted access to GFI Backup Agent
functionality by system administrator.
Solution
Ask your system administrator to grant you access to GFI Backup
Agent functionality. For more information on how to configure user
permissions, refer to section Configuring agent properties in the
Administration and Configuration Manual.