Windows Backup Error: Task failed: Could not contact client after 5 attempts.

SUMMARY

How to resolve the error message: Task failed: Could not contact client after 5 attempts.

ISSUE

In the error logs of the backup that failed, it gives the error:  Task failed: Could not contact client after 5 attempts.  

For more detailed information on backup failures and performance issues see Unitrends KB 5062 - Backup Failures and Performance Issues

RESOLUTION

This is happening because the Unitrends appliance cannot communicate with the Unitrends agent on the Windows machine.    

  1. The very first thing we can do is select the client having the problem, go to Configure > Protected Assets, then resave the client information.  If it gives you an error, follow the error message to resolve why the client is not communicating.  

There are several reasons as to why this can happen:
  1. The wrong IP address.
    1. Click on the client in question, then go to Configure > Protected Assets.  Verify if the IP address is correct.  If not, select and edit to change it to a valid IP and press Save
  2. The client is powered off. 
    1. Verify that the client is powered on and that you can ping it.  If its powered on and not able to be pinged, research why.    
    2. If a laptop is being backed up, then the customer may have taken it with them.  Verify if this is the case.  
  3. Corrupt Unitrends agent on the windows server.
    1. Verify that the Master.ini on the client is ok.  Go to C:\PCBP\Master.ini.  If the file is mostly blank, then the file has been corrupted and a new agent will need to be installed. 
  4. Another service is using our port, or our service was unable to start correctly.
    1. When all else fails, reboot the client you wish to protect.  After rebooting, please check the Services page (services.msc) and validate that the BP Agent service has started.  C:\PCBP\Logs.dir\BPNETD_#.log files will typically indicate any issues starting the service or binding to the port as well.

CAUSE

  1. The wrong IP address.
  2. The client is powered off. 
  3. Corrupt Unitrends agent on the windows server
  4. Port is in use, or the service was unable to start correctly.
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