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Backup has Failed

Overview


When starting up Optuma an error message is displayed indicating the backup has failed.  The message does not prevent you from logging into Optuma.



This same error message will also display if you try to manually run a backup by going to Settings - Backup Settings.

Cause


This issue occurs when Optuma is unable to copy your Optuma files and save them to the selected Backup folder. In the majority of cases this is the result of an Antivirus program blocking the Optuma backup process.

Solution


The first step is to ensure Optuma has been setup in your Antivirus programs trusted list.  For information on how to do this please refer to the following page:

https://help.optuma.com/kb/faq.php?cid=55

You can also try running Optuma in Admin mode.  To do this, right click on the Optuma desktop icon, and select Run as Administrator from the menu.

Note for AVG Users


If you are using AVG as your antivirus program, please note we have had some clients encounter this issue as the result of a false positive flag in the Ransomware component of AVG. If the issue remains after running through the steps listed above, and you use AVG it is recommend you check the Ransomware section of the program.  

In AVGs settings, Under the "Hacker Attacks" icon, there are 2 ways to proceed. "Enhanced Firewall" or "Randsomware Protection" with each having the option to be turned off individually.

Open the Ransomware section and ensure the Optuma.exe is not in the Blocked Apps section.

 Last updated Mon, Mar 18 2019 9:11am

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