|When Backup Scheduling is enabled in ServiceDeskPlus-MSP under Admin tab-> Backup Scheduling -> Edit Scheduling, and at the specified time if the application is unable to perform the backup for some reasons, an exception is thrown and this exception will be sent as an email to email addresses configured under application error notification under Admin tab–> Notification Rules–> Technician Notification.
The mail sent will look like this:
Note: Mostly,the first 2 lines of the Error Trace on the email, will provide a hint which can help in troubleshooting the error.
Below are some of the most common Error traces listed along with the solutions.
a. Error trace in logs:
Under Admin -> Backup Scheduling -> Edit Scheduling, the location mentioned for the backup maybe invalid.
Make sure you have mentioned the correct location for the backup.
b. Error trace in logs:
Check if the folder name mentioned in location field under Admin -> Backup Scheduling -> Edit Scheduling is like ‘folder name’ i.e. name with space .Please use the folder name without any space.
Also, if this folder is shared, make sure the folder have all the read and write permissions.
c. Error trace in logs:
The location mentioned under Admin -> Backup Scheduling -> Edit Scheduling may not have enough disk space.
Make sure the disk have enough disk space. As of now ServiceDeskPlus-MSP does not provide an automated way of deleting the older backup so you can retain the last 5 to 10 backups and delete the rest manually.
d. Error trace in logs:
java.sql.SQLException: Login failed for user ‘administrator’. Reason: The password of the account has expired. at net.sourceforge.jtds.jdbc.SQLDiagnostic.addDiagnostic(SQLDiagnostic.java:365) at net.sourceforge.jtds.jdbc.TdsCore.tdsErrorToken(TdsCore.java:2781) at ……..
The error occurs only in installation using MSSQL database. The password for the account ‘administrator’ in the SQL server would have got expired.
Configure a new password for the MSSQL account used under C:\ManageEngine\ServiceDeskPlus-MSP\bin\ChangeDBServer.bat file for ServiceDeskPlus-MSP database and then run the script Changedbserver.bat to change the password.
NOTE: You will find the application connected to the database because of an existing open connection to the SQL Server. But due to SQL account password expiry, you will be unable to restart the application.
e. Error trace in logs:
This error occurs when ServiceDeskPlus-MSP is configured using MSSQL database and the database is set with case sensitive mode in the SQL server.
Change the ‘COLLATION’ in the MSSQL server for the database of ServiceDeskPlus-MSP as CASE-INSENSITIVE. You can use the following query to update the same in MSSQL on the query editor:
ALTER DATABASE MyDatabase COLLATE SQL_Latin1_General_CP1_CI_AS;
NOTE: ‘MyDatabase’ in the query you have to replace with the database name. In most cases it is be ‘servicedesk’.
f. Error Trace in logs:
java.io.IOException: The device is not ready at java.io.WinNTFileSystem.createFileExclusively(Native Method at java.io.File.createNewFile (Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.createBuildInfoXml(SDBackUp.java:838) at …..
The error occurs when the location mentioned under Admin -> Backup Scheduling -> Edit Scheduling is being used by another application for some purpose.This will lock the folder which might not allow our application to write the backup at the time scheduled.
Please make sure you configure the location which is not used by any other application.
g. Error trace in logs:
This error occurs with installations configured on MSSQL database. While the scheduled backup is being performed, due to some network issue ,the connection between the ServiceDeskPlus-MSP and MSSQL server is closed.Thus,the backup process stops and ServiceDeskPlus-MSP triggers an error email.
Try running a manual backup by executing backupdata.bat script under C:\ManageEngine\ServiceDeskPlus-MSP\bin and if you are able to take a complete backup, you can ignore the error you received. Next time the scheduled backup should run without any issues.
NOTE: When the application looses connection with MSSQL database, it will retry automatically to connect back to MSSQL. But the scheduled backup process will not retry and hence once a connection is closed the backup process will be stopped and you will receive an error mail.
h. Error trace in logs:
This error usually occurs when the location field mentioned under Admin -> Backup Scheduling -> Edit Scheduling is on a network drive which is unreachable from the ServiceDeskPlus-MSP server at the scheduled time when backup process is suppose to run.
Make sure the path mentioned in the location field is correct and reachable from the ServiceDeskPlus-MSP server. Also, make sure that the network folder has full read and write permission and path specified is in the below format