You may find that some client machines stop running backups properly, or cannot keep the Backup Agent service started. If the client has any antivirus software installed, it may be preventing backups from running or even the Backup Agent service from running. Or, when running the software installer package, it hangs up or does not properly install Intronis services.

When encountering issues installing Intronis software, disable any antivirus or firewall software temporarily on the machine. In addition, many antivirus suites have local and administrative interfaces. From time to time, adding exclusions in the local interface is insufficient. If the antivirus suite comes with an administrative agent, you will need to add exclusions there as well.

We have experienced blocking of Intronis software installation with the following applications:

  • Microsoft Security Essentials
  • Sophos
  • Symantec Endpoint Protection
  • Spyware Doctor
  • Trend Micro
  • AVG

With these programs, disable the real time protection and/or temporarily disabling the services associated with the products. Once you actually get Intronis software installed, add our software’s installation folder to exceptions from real-time scans, network filtering, firewall, etc.

IE: C:\Program Files\Intronis Technologies\Backup Agent

In addition, add these five executable files to the exclusion list:

  • BackupAgent.exe
  • BackupCLI.exe
  • BackupStatusIcon.exe
  • BackupUpdater.exe
  • BackupMonitor.exe

You may also need to enable outbound connections on port 443 or 2347, which are the ports Intronis Backup Agent uses to communicate to the BackupMonitor (the interface).

We also typically advise excluding any Local Vault/Temporary directories within antivirus suites as well. Some antivirus programs (e.g. AVG) will either block transference of data to these directories or will flash alerts about BackupAgent.exe’s attempt to work within these directories.