Cannot connect to destination

Overview

When your device is unable to connect to a backup destination, the backup agent displays the message “Cannot connect to destination. If the problem continues, contact your administrator or support for assistance” for that destination. Additionally, you might receive an email alert notifying you that the device “has been unable to reach any backup destinations for X Days”.

Follow the instructions in this article to troubleshoot the issue.

Destination unavailable 
If the backup agent displays messages that begin with "Archive missing," "Backup scheduled," "Routine maintenance," or "Not recognized," see Destination unavailable.

Diagnosing

If you have multiple destinations, you can identify the destination with connection problems from device details in the backup agent. Check the circle next to the destination's name:

  • green checkmark Indicates the destination is connected.
  • connecting Indicates your device can't connect to the destination.
  • alert Indicates your device has been unable to connect to the destination for more than the number of days set in your alert preferences.

Solution

This issue can occur for a number of reasons. Follow the instructions below in the order they are presented.

Re-authenticate with the destination

  1. Open the backup agent.
  2. If necessary, sign in to your account.
  3. Use the keyboard shortcut for your operating system:
    • Windows: Ctrl+Shift+C
    • Mac: Option+Command+C
    • Linux: Ctrl+Shift+C
      The command-line area opens.
  4. Enter this command:
    restart
  5. Press Enter.
    This closes the Code42 agent, reauthenticates the Code42 agent with the Code42 server, and then restarts the Code42 service.

Uninstall and reinstall the backup agent

If re-authenticating with the destination did not resolve the issue, perform a standard uninstall and reinstall of the backup agent. Uninstalling the backup agent does not affect your existing backups.

Further assistance

If these instructions did not resolve your issue, please contact your administrator.

Only backing up an external drive
In rare scenarios, this issue can occur when the only files selected for backup are on an external drive that isn't currently connected to the device. Connect the external drive to resolve the issue.