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jamesh
Student
(0)
Solved (Go to Solution)

Mozy backup stuck on "connecting to backup service"

Dear friends,

My Mozy is hung up and I can't figure out how to get it going again. As of five days ago, the dialogue box for the backup has been saying "Connecting to backup service." This message does not change, even when I reboot the computer, and even in safe mode.

 

Thank you for any help you could give.

 

This is a laptop running MS Vista.

 

The data log from the day of the failure looks like this:

 

04Aug2010 10:50:56 mozybackup.exe:  service is starting... (version 1.16.4.0)
04Aug2010 10:50:57 mozybackup.exe: Client OS is Windows Vista Home Premium Edition, 64-bit Service Pack 2 (build 6002)
04Aug2010 10:50:57 mozybackup.exe: Using temp dir: C:\Windows\Temp\
04Aug2010 10:51:09 mozybackup.exe: Error: Filter blind from fresh install or improper shutdown
04Aug2010 10:51:14 mozybackup.exe: Error: Filter went blind, performing recovery steps.
04Aug2010 10:53:18 mozybackup.exe: Starting backup: 1 0 1 1
04Aug2010 10:53:18 mozybackup.exe: machine=2859dae021f46028e8646ac91c710e3197a6c8c6 (CONOR-PC)
04Aug2010 10:57:15 mozybackup.exe: Finished backup with code: 0x00000000 0 1 1
04Aug2010 15:43:07 mozybackup.exe: Starting backup: 3 0 1 1
04Aug2010 15:43:07 mozybackup.exe: machine=2859dae021f46028e8646ac91c710e3197a6c8c6 (CONOR-PC)
04Aug2010 15:45:00 mozybackup.exe: Finished backup with code: 0x00000000 0 1 1
04Aug2010 16:56:58 mozybackup.exe: The computer is entering standby
04Aug2010 17:33:17 mozybackup.exe: The computer woke up from standby
04Aug2010 17:33:18 mozybackup.exe: The computer woke up from standby (unattended)
04Aug2010 17:39:30 mozybackup.exe: The computer is entering standby
04Aug2010 21:44:33 mozybackup.exe: The computer woke up from standby (unattended)
04Aug2010 21:44:36 mozybackup.exe: The computer woke up from standby
04Aug2010 21:45:09 mozybackup.exe: Starting backup: 1 0 1 1
04Aug2010 21:45:09 mozybackup.exe: machine=2859dae021f46028e8646ac91c710e3197a6c8c6 (CONOR-PC)
04Aug2010 21:45:17 mozybackup.exe: Updating local configuration with server configuration...
04Aug2010 21:59:24 mozybackup.exe:  service is starting... (version 1.16.4.0)
04Aug2010 21:59:24 mozybackup.exe: Client OS is Windows Vista Home Premium Edition, 64-bit Service Pack 2 (build 6002)
04Aug2010 21:59:25 mozybackup.exe: Using temp dir: C:\Windows\Temp\
04Aug2010 21:59:36 mozybackup.exe: Error: Filter blind from fresh install or improper shutdown
04Aug2010 21:59:36 mozybackup.exe: Warning: Parsing old log file: C:\Program Files\MozyHome\Data\filter_raw.log
04Aug2010 21:59:49 mozybackup.exe: Error: Saved minidump file to C:\Program Files\MozyHome\Data\mozybackup-1_16_4_0.dmp

 

Here is my recent log (past three days):

 


06Aug2010 14:50:00 mozyconf.exe: Error: Can not wait for thread termination (error 6: the handle is invalid.)
06Aug2010 14:50:00 mozyconf.exe: Error: Couldn't terminate thread (error 6: the handle is invalid.)
06Aug2010 14:53:35 mozybackup.exe:  service is starting... (version 1.16.4.0)
06Aug2010 14:53:35 mozybackup.exe: Client OS is Windows Vista Home Premium Edition, 64-bit Service Pack 2 (build 6002)
06Aug2010 14:53:36 mozybackup.exe: Using temp dir: C:\Windows\Temp\
06Aug2010 23:07:03 mozyconf.exe: Using temp dir: C:\Users\Conor\AppData\Local\Temp\
06Aug2010 23:07:25 mozyconf.exe: Error: Can not wait for thread termination (error 6: the handle is invalid.)
06Aug2010 23:07:25 mozyconf.exe: Error: Couldn't terminate thread (error 6: the handle is invalid.)
06Aug2010 23:08:01 mozystat.exe: Warning: Status is already running.
06Aug2010 23:16:40 mozybackup.exe:  service is starting... (version 1.16.4.0)
06Aug2010 23:16:40 mozybackup.exe: Client OS is Windows Vista Home Premium Edition, 64-bit Service Pack 2 (build 6002)
06Aug2010 23:16:40 mozybackup.exe: Using temp dir: C:\Windows\Temp\
07Aug2010 23:38:49 mozystat.exe: Warning: Status is already running.
08Aug2010 18:13:22 mozyconf.exe: Using temp dir: C:\Users\Conor\AppData\Local\Temp\
08Aug2010 18:13:32 mozyconf.exe: Error: Can not wait for thread termination (error 6: the handle is invalid.)
08Aug2010 18:13:32 mozyconf.exe: Error: Couldn't terminate thread (error 6: the handle is invalid.)
08Aug2010 18:13:40 mozyconf.exe: Using temp dir: C:\Users\Conor\AppData\Local\Temp\
08Aug2010 18:14:30 mozystat.exe: Warning: Status is already running.
08Aug2010 18:14:38 mozystat.exe: Warning: Status is already running.
08Aug2010 18:15:04 mozyconf.exe: Error: Can not wait for thread termination (error 6: the handle is invalid.)
08Aug2010 18:15:04 mozyconf.exe: Error: Couldn't terminate thread (error 6: the handle is invalid.)
08Aug2010 18:22:33 mozybackup.exe:  service is starting... (version 1.16.4.0)
08Aug2010 18:22:33 mozybackup.exe: Client OS is Windows Vista Home Premium Edition, 64-bit Service Pack 2 (build 6002)
08Aug2010 18:22:33 mozybackup.exe: Using temp dir: C:\Windows\Temp\

0
jamesh
Student
(0)

Re: Mozy backup stuck on "connecting to backup service"

I resolved this problem by booting up in Safe mode; right clicking on the Mozy icon on the task bar; selecting "suspend; and rebooting again.

 

 

0
Fryer
Moderator
(507)

Re: Mozy backup stuck on "connecting to backup service"

So you suspended the backup from within safe mode, and then it stopped crashing on you? Are you able to start a backup and get it to run, or does it crash on you still?

-
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Mozy Premium Support
Senior Engineer

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Latest Download
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0
jamesh
Student
(0)

Re: Mozy backup stuck on "connecting to backup service"

Hi, thanks for your reply.

 

It works fine now. It backs up without a hitch. The key was to be able to use the suspend button, which I could not do outside of Safe mode.

0
Fryer
Moderator
(507)
Solution

Re: Mozy backup stuck on "connecting to backup service"

Can I ask to have you un-suspend it, and see if it keeps crashing on you, and then re-able the suspension to see if it works again. That is very interesting and concerning that stopping the auto/scheduled backup from happening fixes it.

-
Please remember to mark the solution post and give thumbs up to helpful posts.

Mozy Premium Support
Senior Engineer

Term and conditions
http://mozy.com/terms

Latest Download
https://mozy.com/download/

Re: Mozy backup stuck on "connecting to backup service"

Is this still the best solution (I'd like to know before I try) -- As of today (not yesterday) I too am stuck on "connecting to backup service"

0
carlco
Moderator
(138)

Re: Mozy backup stuck on "connecting to backup service"

Hi there,

 

 

Please go to start > run and type in services.msc and press enter. In the services window find the mozy backup service and double click on it. Click on start. If it does not start let us know. If it starts but then the error returns please let us know.

 

Thank you,


Carl Cochran
Mozy L2 Support Engineer
0

Re: Mozy backup stuck on "connecting to backup service"

I've had this problem since May 2010.  Running version 2.012.3.  Mostly works when manually started.   Windows Task Manager indicated it running but I don't think it is.  End task always says program not responding.

 

Some times I can started it again later the same day and it works for a while then acts up again.   Mozy help through up their hand about the problem.  I think Mozy gets a message from the computer that it is in standby when it's not.

Actually, some message mosy mention are not correct.

 

BearingTree

 

 

0
jamesh
Student
(0)

Re: Mozy backup stuck on "connecting to backup service"

L2_Fryer,

 

It works fine now, having suspended, and now unsuspended, the automatic backups. Everything works fine.

 

My guess is that it was in the process of backing up when the battery ran out on my laptop, or I shut off or hibernated the laptop  while it was in the process.

 

But now it's working fine.

 

Thanks,

Jim

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