Error codes: what each means and what to do
Every error GBM AI shows has a code, the message on screen, and what to do. The full list, one row per code.
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On this page
Every error in GBM AI has a code, shown beside its message, so a question to support can start with a few characters instead of a screenshot. The Message column below is the text the app shows, word for word; search this page for the code or for a few words of the message.
Many errors come with a button that fixes them: on the run's line in Activity, on the run report, or on the pop-up in the window.
Destinations#
| Code | Message | What to do |
|---|---|---|
E-DEST-001 | The destination didn't answer. Your previous backups are intact. | A share, bucket or drive did not answer: at the start of a run, or for 15 minutes during one. Check the NAS is on and the network is up. On the run's line in Activity, Test connection and Update credentials help; then Retry. See Destination not connected. |
E-DEST-002 | Not enough space on the destination. | Free space on the destination, choose another destination, or keep fewer sets (Retention, on the job's Settings step). What was written before it ran out stays a restorable set. |
E-DEST-003 | The destination is read-only or access was denied. | Windows refused to write there. For a share: update the saved credential under Settings ▸ Network & credentials and check the share's permissions. For a drive: check it is not write-protected and that your account can write to the folder. |
E-DEST-004 | The removable drive isn't connected. | A backup you started while its drive was unplugged. Plug the drive in and click Retry. A scheduled backup does not fail like this: it waits for the drive. |
E-DEST-005 | The destination folder couldn't be created. | Check the drive and the folder name, or choose another destination. Cloud-sync drives such as Google Drive and OneDrive often refuse new folders: back up to a real disk. |
E-DEST-006 | The S3 profile this job uses isn't on this PC. | Open the job (Edit) and, on the Where step, choose or create the S3 profile that holds the keys for its bucket. It happens after importing a cloud job or removing its profile. |
E-DEST-007 | The backup's index at the destination stopped accepting writes. | The set's index on the destination could not be written, usually a failing drive or a share that dropped. Check the drive or share for errors, then run the job again. |
E-DEST-008 | There is no room for a second copy while the mirror is written. The previous copy is kept. | The previous complete copy is kept and restores. A mirror writes its new copy before it removes the old one, so the drive needs room for both. Free space, or choose a larger drive. |
E-DEST-009 | A file is too large for the backup drive. | The drive is formatted FAT32, which holds files under 4 GB. Back that file up to an exFAT or NTFS drive, or exclude it. Formatting the drive as exFAT (which erases it) lifts the limit. The other files of the run are backed up; the report lists the file under Errors. |
Sources#
| Code | Message | What to do |
|---|---|---|
E-SRC-001 | A source folder no longer exists. | Edit the job and remove or replace that source. A job with other sources still backs them up, and the missing folder keeps its earlier backups. |
E-SRC-002 | Access to a source was denied. | Windows would not let the agent read the folder. Restart as administrator restarts the agent with administrator rights; or exclude that folder. |
E-SRC-003 | The source drive isn't connected. | The drive the source is on is unplugged. Connect it and run the job again; nothing was changed in the set. |
E-SRC-004 | The source drive was disconnected during the run. | Connect the drive and run the job again; the files already stored are kept. |
Open files#
| Code | Message | What to do |
|---|---|---|
E-VSS-001 | Open-file support (VSS) needs administrator rights. | Restart as administrator, or turn Use a VSS snapshot for open files off for the job; files other programs hold open are then skipped and listed. See Needs administrator. |
E-VSS-002 | The snapshot failed. | Click Retry. If it keeps failing, restart Windows, or turn off Use a VSS snapshot for open files for the job; open files are then skipped. |
Encryption and sets#
| Code | Message | What to do |
|---|---|---|
E-ENC-001 | Wrong password. Nothing was written. | Type the password again. There is no limit on attempts, and no way to recover a lost password. |
E-ENC-002 | This set is encrypted and needs its password. | Type the job's password under Password before you start the restore or a preview. |
E-ENC-003 | This job is encrypted, but its password isn't stored on this PC. | Open the job (Edit), type its password on the Settings step and Save changes. It happens after importing an encrypted job or moving to a new PC. |
E-SET-001 | The baseline set for this incremental is missing. | The set an incremental builds on is gone from the destination. Run a full backup: on the job's page, ⋯ ▸ Run as full. |
E-SET-002 | This set failed verification. | A stored file read back differently from what was written. The run finishes as Completed with skipped files, with each such file on its Errors tab. Click Retry to run the job again; a new set that verifies clean is the fix. Restore those files from an earlier point if you need them now. See Verification failed. |
E-SET-003 | None of the selected items are in this backup point. | The items you ticked are not in the point you opened. Pick another point in time, or search for the file in Find to see which points hold it. |
E-SET-004 | The drive these files came from (E:) isn't connected. | A restore to Original location needs the drive or share the files came from. Connect it and start the restore again, or restore to another folder. |
E-SET-005 | This backup point was removed from its destination. | The point's folder is no longer on the backup drive or share, which is connected: it was deleted outside the app. Pick another point in time, or search for the file in Find to see which points still hold it. |
Runs and jobs#
| Code | Message | What to do |
|---|---|---|
E-RUN-001 | That run no longer exists. | The run was removed, for example with its job. Nothing to do. |
E-RUN-002 | A run is already in progress. | A backup or restore is running, and this needs it finished (restarting the agent, installing an update, deleting its job). Wait for it, or stop it. |
E-RUN-003 | This job is already running. | The job is already running or queued. Nothing to do. |
E-RUN-004 | GBM AI was closed, restarted or the PC shut down while this backup was running. | Run the job again; it starts from the last complete backup. Nothing from the interrupted run was kept. On a drive or share, its unfinished files are removed the next time the agent starts. |
E-RUN-005 | You stopped this backup before it finished, so nothing from it was kept. | Run the job again when you are ready. It starts from the last complete backup. |
E-RUN-006 | You stopped this backup after its backup set was written. The set is complete and kept. | Nothing to do: it was stopped while checking or tidying up, after the set was written. |
E-RUN-007 | You stopped this restore. The files already restored stay where they are. | Start the restore again to bring back the rest. |
E-RUN-008 | The restore was cancelled while it waited for its drive. Nothing was written. | Start the restore again once the drive is connected. |
E-RUN-009 | GBM AI or the PC restarted before this restore finished. | The restore was running, or waiting for its drive, when GBM AI or the PC restarted. The files it restored stay where they are. Set the restore up again; see Restoring from a drive that is not connected. |
E-JOB-001 | A job file on disk was corrupt. The previous saved copy was used instead. | Open the job and check its settings. |
E-JOB-002 | A job with that name already exists. | Choose a different name. |
E-JOB-003 | The job isn't valid yet. | The wizard marks the step with the problem: a destination inside a source, a missing folder, or a filter rule the backup engine cannot read (a regular expression with a lookahead or backreference, a size without a unit). Fix it and save again. |
E-JOB-004 | That job no longer exists. | It was deleted, perhaps from another window. |
Notifications#
| Code | Message | What to do |
|---|---|---|
E-NOTIFY-001 | The email could not be sent. | The mail server's own answer is shown with the code. Check the server, port, security mode and password, then click Send a test email again. See Email alerts. |
E-NOTIFY-002 | The webhook did not accept the event. | The URL must start with https:// and answer with a 2xx status. Check the address and the receiver's log, then click Send a test event. See Webhooks. |
Licences and sign-in#
| Code | Message | What to do |
|---|---|---|
E-LIC-001 | We don't recognise that key. | Check the key against your order email, then contact support. |
E-LIC-002 | That key is for another product. | BigMind Desktop keys do not work in GBM AI. |
E-LIC-003 | This licence is on all its PCs. | Free a seat: on Account, Manage devices ▸ Deactivate on a PC you no longer use. See Moving a licence to another PC. |
E-LIC-004 | This licence was cancelled. | Contact support with your order number. |
E-LIC-005 | The licence server didn't answer. | Check your internet connection and try again. A key you entered stays saved and activates once the server answers. |
E-LIC-006 | Your updates ran out before this version was released. | The version is newer than your updates window. Renew, or install a version your licence covers. See Updates and the support window. |
E-LIC-007 | The licence on this PC failed verification. | This PC runs as Free for now. Enter the key again, or contact support. |
E-LIC-008 | Your computer clock is more than a day behind. | Set the PC's clock right (Windows Settings ▸ Time & language), then try again. |
E-LIC-009 | Your trial has ended and backups are paused. | Choose an edition on the screen that opens: buy, continue on Free, or enter a key. Restore keeps working. See When the trial ends. |
E-LIC-010 | Free covers 2 jobs. | Free runs two jobs. Upgrade, or turn another job off first. |
E-LIC-011 | This needs a higher edition. | The setting belongs to a higher edition; the message names it. See Editions & store, or change the setting. |
E-LIC-012 | This PC already runs a higher edition than that key. | Keep the licence you have, or click Deactivate this PC on Account first to use this key here. |
E-LIC-013 | The licence server had a problem. | Genie9's server answered with an error. Try again in a few minutes; contact support if it keeps happening. |
E-AUTH-001 | That code is wrong or has expired. | Request a new code: Back, then Send code. |
E-AUTH-002 | Too many attempts. | Wait a few minutes, then try again. |
E-AUTH-003 | Sign in first. | Sign in on Account. Ask Genie, claiming licences and email sent by Genie9 need it. See Signing in, and what it is for. |
E-AUTH-004 | We couldn't send the sign-in email. | Nothing is wrong with your address; the mail service refused. Try again in a minute, or contact support if it keeps happening. |
E-AUTH-005 | Disposable email addresses can't be used. | Sign in with your regular address; the code goes there. |
E-AUTH-006 | Addresses with a + tag aren't accepted. | Use the plain address, without the +tag part after your name. |
Ask Genie#
| Code | Message | What to do |
|---|---|---|
E-AI-001 | Sign in to use Ask Genie. | Everything else works without an account. |
E-AI-002 | You have used this month's Genie prompts. | Home and Pro include more; the wizard works without any. The count resets at the start of each month. See Genie prompt allowances by edition. |
E-AI-003 | Genie is offline. The wizard still works. | Check your connection, or build the job in the wizard. |
E-AI-004 | Genie's draft was rejected by the app. | Genie9's server refused the prompt, for example because it was empty or longer than 4,000 characters. Nothing was saved. Rephrase it, or use the wizard. |
E-AI-005 | Genie couldn't answer just now. The wizard still works. | Genie9's server had a problem answering. Try again in a few minutes, or build the job in the wizard. |
E-AI-006 | Genie is busy with your earlier prompts. | Too many prompts in a short time. Wait a minute, then ask again. |
Updates#
| Code | Message | What to do |
|---|---|---|
E-UPD-001 | Couldn't check for updates. | Try again later. |
E-UPD-002 | The update could not be downloaded. | Check your connection and try again from Settings ▸ About. |
E-UPD-003 | The downloaded installer did not match its published checksum, so it was discarded. | Try the download again; if it keeps failing, download the setup from genie9.com. |
E-UPD-004 | The installer could not be started. | Approve the administrator prompt, or run the installer from the updates folder (%APPDATA%\GBM AI\updates). |
The agent and the service#
| Code | Message | What to do |
|---|---|---|
E-AGENT-001 | The background agent isn't running. | Click Start agent on the red strip, or Open logs to see why it stopped. See The background agent is not running. |
E-AGENT-002 | The agent was updated and no longer matches this app. | Close GBM AI and open it again, so the window and the agent are the same version. |
E-SVC-001 | Service mode isn't available here. | Service mode is switched on and off from the app of a signed-in account, never from the service itself. |
E-SVC-002 | The service change was cancelled at the administrator prompt. | Try again and approve the prompt. |
E-SVC-003 | The Windows service could not be installed or removed. | Open the logs (service-setup.log in the logs folder) and try again. |
E-PERM-001 | This needs administrator rights. | Something needed administrator rights. Restart as administrator, or continue without it. |
E-IPC-001 | The agent sent something the app couldn't read. | Close GBM AI and open it again. If it keeps happening, Copy diagnostics (Settings ▸ About) and contact support. |
E-IPC-002 | This build of the agent doesn't support that yet. | The feature is not in this version. Check for updates under Settings ▸ About. |
E-IPC-003 | The agent and the app disagree on the protocol. | Close GBM AI and open it again, so the window and the agent are the same version. |
E-IPC-004 | The request was too large for the agent. | Tick fewer items and try again. |
E-IPC-005 | The app sent the agent a request it couldn't understand. | Copy diagnostics (Settings ▸ About) and contact support. |
E-IPC-006 | The agent hit an internal error. | Most often a backup that failed for a reason the agent could not name. Read the run's log (Export log on the report), retry the run, and send a support bundle if it happens again. |
E-UNKNOWN | Something went wrong. | Try again, or open the logs. |
Still stuck#
Copy the diagnostics, make a support bundle and contact support. See Getting help: diagnostics and the support bundle.