The background agent is not running
The red strip at the top of the window: what the agent is, the button that usually fixes it, and where to look when it does not.
On this page
The background agent (gbm_agent.exe) is the part of GBM AI that runs the jobs, keeps the schedules and indexes your backups. The window is only a view of it. When the window cannot reach it, a strip at the top of every page says so. Your backups and their files are untouched: the agent is the worker, not the data.
What you may see#
| Strip | What it means |
|---|---|
| Connecting to the background agent… (blue) | The app is starting the agent by itself. It normally connects within a few seconds, for example after the PC wakes up. Nothing to do. |
| The background agent isn't running (red) | The agent did not answer for 20 seconds. The strip shows Last error: …, Open logs and Start agent. |
| Starting the backup service… (blue) | Service mode, right after Windows starts. A wait, not an error. |
| The backup service isn't running (red) | Service mode, and the Windows service is stopped. The strip shows Open logs and Start the service. |
Fix it#
- Click Start agent on the red strip (Start the service in service mode, and approve the Windows prompt). In a few seconds the strip goes and your jobs come back.
- Still red: read Last error: … on the strip, then click Open logs. The newest
agent-YYYY-MM-DD.logsays why the agent stopped. In service mode the service's logs folder opens; look inservice-setup.logtoo. - Restart Windows, then open GBM AI from the Start menu.
- Still not: install GBM AI again over the top (below).
Quitting the notification-area icon does not help: Quit there closes only the icon, and backups keep running.
Common causes#
| Cause | Sign | Fix |
|---|---|---|
Security software blocked or quarantined gbm_agent.exe | the agent never starts; the log is empty or missing | allow the GBM AI program folder in the security software |
| An update replaced the agent while the window was open | The agent was updated and no longer matches this app. (E-AGENT-002) | close GBM AI and open it again |
| Service mode is on and the service stopped | The backup service isn't running | Start the service; if it will not start, read service-setup.log and the newest agent-*.log in the service's logs folder |
| Service mode was turned on by another Windows account | the window says This PC's backups are managed by another account | nothing is wrong: the service runs that account's jobs. Sign in to Windows as that account, or have that account turn service mode off under Settings ▸ Schedule & power |
Install again, keeping everything#
Running the setup over the existing installation replaces the program and keeps every job, setting, licence and backup. Download it from the download page. Setup closes GBM AI itself before it installs.
Where the logs are#
- Normal use:
%APPDATA%\GBM AI\logs - Service mode:
%ProgramData%\GBM AI\logs