Troubleshooting

Most problems show up on the Issues page and the server's page with a plain-language explanation and a next step. This page collects the ones you are most likely to meet, grouped by where they happen. If you are stuck, open the server's Logs tab first: it usually names the exact cause.

Servers and agents

A server shows Offline or "has stopped checking in"

The server has not contacted MoorNest for more than five minutes, so its scheduled backups cannot run.

1. Check the server is switched on and has internet access, including outbound HTTPS to app.moornest.com.
2. Restart the agent service. On Windows, in an administrator PowerShell: Restart-Service MoorNestAgent. On Linux: sudo systemctl restart moornest-agent.
3. If it still does not check in, read the agent's log on the server: agent.log in C:\ProgramData\MoorNest\staging or /var/lib/moornest/staging, the Application event log on Windows, or journalctl -u moornest-agent on Linux.

A backup that was due while the server was offline starts as soon as it checks in.

"The MoorNest agent on this server stopped"

The agent reported an error and stopped. The issue shows the error, and the Logs tab shows its last log lines. Update the agent with Server details > Update by hand, then check the log again.

A server says "Never connected"

The server was added but its agent never checked in. Use Continue setup to install with a new code, or Discard if you do not need it. See Add a server.

Installing the agent

The install code expired or is not recognised

A code works once and expires after 30 minutes. Click New code (or Create code) on the Add server page and type the new one. If the installer says the code was used but something failed afterwards, fix the problem it names, create a new code and run the installer again.

"A MoorNest agent is already installed here"

The server has an agent from an older install. Run the installer with -replace to replace it; its configuration is kept as agent.json.old. Or run moornest-agent uninstall first.

"The service is installed but has not reached MoorNest"

The service started but did not connect within 30 seconds. Check the server's outbound HTTPS and proxy settings, then look at the service log: Event Viewer > Windows Logs > Application (source MoorNestAgent) on Windows, or systemctl status moornest-agent and journalctl -u moornest-agent -n 50 on Linux.

Backups

A backup failed

Open the issue or the server's History tab. The result says what went wrong, and Show full detail gives the full error. Fix the cause, then click Retry backup. The sections below cover the most common causes.

"A scheduled backup did not run" while the server is online

The backup was due but did not start. Click Retry backup to start it now. If it still does not start, open the Logs tab and check that your subscription includes this backup.

If the message says the server does not allow backups of this virtual machine, the VM is not allowed in the agent settings on that host: allow it there, or remove it from the plan.

"Windows could not take a snapshot of the drive"

Windows could not take the snapshot used for open files. On the server, restart the Volume Shadow Copy service, then retry the backup. Show full detail shows what Windows reported.

"Not enough free disk space" for a snapshot

The drive does not have enough free space for Windows to take a snapshot, so the backup did not start. Nothing was read or changed. Free up space on that drive (the detail says how much is needed), then retry.

"MoorNest could not remove it afterwards"

Windows took the snapshot but MoorNest could not remove it, so the backup was not counted. Update the agent on the server: run the latest download there and it updates in place, then removes the leftover snapshot. Then retry.

"Files changed during the backup"

Files or folders changed while they were being read. Turn on open-file snapshots for the plan (Use a Windows snapshot so open and locked files are backed up), or schedule it for a quieter time. The snapshot option is chosen when a plan is created, so you may need to add a new plan with it on.

"A backed-up folder is missing"

The folder in the plan no longer exists, or the server no longer lets MoorNest read it. Check the folder still exists on the server.

Backups of some Windows files fail

The agent does not back up Windows files with alternate data streams, NTFS compression, sparse files, EFS encryption or hard links yet, and a backup that meets one fails rather than leaving it out silently. The Logs tab shows the error. Back up folders that do not contain such files, or remove the compression or extra stream from the file.

"A backup is too large for one plan"

The folder has more files, or a larger file, than one plan can hold. Split it into several plans, one for each subfolder.

"Needs a newer MoorNest Agent"

The plan uses a feature the agent on the server does not support yet. Update the agent (see Agent updates), then retry.

A server is "behind on backups"

The newest good backup is older than the plan's Warn me limit. Check why recent backups did not finish. A new good backup clears the issue.

"The newest backup failed its check" or "No readable backup"

MoorNest could not read the backup back in full, so it may not restore. Run a new backup and check it finishes. Until then, restore from an older backup marked readable. If checks keep failing, test the storage under Settings > Storage.

"Backup times look wrong"

Some backups have missing or future timestamps. Check the clock on the server, then run a new backup.

Storage

"Storage is nearly full" or "Storage is full"

Backups stop when free space drops below the storage's safety reserve. Every backup is kept, so used space only grows. Free up space on the NAS or add capacity. See Storage: MoorNest Cloud and NAS.

"Storage is refusing backups"

The storage answered "access denied" when the backup tried to upload. Test the connection under Settings > Storage, then retry the backup.

A site gateway shows Offline

Check the gateway machine is on and its service is running. On the machine, run sudo /opt/moornest/moornest-gateway status on Linux, or .\moornest-gateway.exe status in an administrator PowerShell on Windows. The gateway needs outbound HTTPS to app.moornest.com. While it is offline it cannot be chosen for new plans and backups to it cannot run. See Set up a site gateway.

Choosing folders

I cannot tick a whole drive

On Windows, a drive root such as D:\ cannot be ticked, because Windows open-file snapshots need a folder below the root. Open the drive and tick the folders you need.

Some folders are greyed out

They are system folders that are never backed up, such as C:\Windows or /proc. See Choose what to back up.

The folder list does not load

If it says The server did not answer. Is the agent running?, check the server is online and click Try again. If it says the agent is too old to list its folders, update the agent.

Restores

No server can receive the restore

Restores need approval twice: an administrator allows restores to the server under Server details, and the agent settings on that server must allow restores. Agents installed with the current installer allow them. See Restore files and folders.

Only administrators can start a restore

Operators and viewers can look at restore points but cannot start a restore. Ask an administrator.

Sign-in

"That code did not work"

Each code works once. Wait for the next code in your app and try again. If codes never work, check that your phone's clock is set automatically.

I lost my authenticator

Two other administrators approve a reset. See Sign in and two-factor.

Still stuck

Email admin@devsmooth.com with the server name, what you were doing, and the text from Show full detail or the Logs tab (Download .txt). Never send passwords, authenticator codes or setup keys.