Troubleshooting
What an error means, what to do, and how to reach Genie9 support with the details.
9 articles
Error codes: what each means and what to doEvery error GBM AI shows has a code, the message on screen, and what to do. The full list, one row per code.A scheduled backup did not runLast night's backup is not there. Go down this list: each item is a reason a scheduled backup waits or does not start, with the fix.Skipped files: why a run finished amberCompleted with skipped files means the run finished but some files were not stored. The reasons, what to do about each, and the three buttons under the list.Destination not connected, or not answeringWhat happens when the backup drive is unplugged or the NAS does not answer: before a run, when it is due, and in the middle of one.Needs administrator: open files, VSS and three ways round itWhy backing up open files needs administrator rights, what is skipped without them, and three ways to stop the question.Verification failedWhat the check after each backup does, what a failure means for the set, and the question about the destination drive it is really asking.The background agent is not runningThe 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.Windows SmartScreen on a new downloadWhy Windows protected your PC can appear for a freshly published installer, how to check the file is signed by Genie9, and how to go on.Getting help: diagnostics and the support bundleThe two things that turn a support question into a one-reply fix, exactly what each contains, and how to reach Genie9 support.