When Backups Do Not Start Or Complete

Pre-requisite: The McAfee Online Backup backup software must be installed and your first backup must have completed successfully.
If backups do not succeed, there are some things you can do to attempt to resolve the issue. After attempting each of these resolutions, start a backup manually to see whether the issue is resolved. To start a backup manually:

As long as your paid account is in good standing, your files are still safe in the McAfee cloud.

Files backed up from free accounts remain in the McAfee Online Backup cloud for 30 days while no backups are occurring. You can upgrade from free to paid at any time. If that is not possible, as long as a second computer succeeds in backing up on that same free account, files from the computer which cannot backup remain in the McAfee cloud.

To troubleshoot backups which do not start or complete:

  1. Restart your computer.
  2. Verify that your computer is running and has an Internet connection at the time of the backup attempt. The computer cannot be turned off or in sleep, hibernate, standby or any similar mode. McAfee Online Backup cannot wake up a computer in those states. Consult the help topics provided with your computer's operating system to see how to verify your computer's power settings.
  3. If you are backing up on a schedule, ensure that it is set to start at a time when your computer is on. For more information, see Back Up on a Schedule.
  4. Make sure that your backups are not suspended. For more information, see Temporarily Stop Backing Up.
  5. Verify that your McAfee Online Backup back up speed is set high enough to allow McAfee Online Backup to back up. For more information, see Changing Performance.
  6. If you use a proxy server, verify that it is set correctly.
  7. Temporarily disable your firewall and anti-virus programs. Consult the help topics provided by your firewall and anti-virus programs to see how to do this. Firewall and anti-virus programs which had not previously interfered with backups can receive updates which cause them to begin treating McAfee Online Backup as a threat. If a backup succeeds when the firewall and anti-virus programs are disabled, change your firewall and anti-virus settings so they don't block McAfee Online Backup. Help topics provided by your firewall and anti-virus programs should describe how to add exceptions and change other settings as necessary.

    On a Windows computer specifically, grant access or trusted status for all listed programs associated with McAfee Online Backup, such as McAfee Online Backupbackup.exe, McAfee Online Backupconfig.exe, McAfee Online Backupstat.exe, or the entire C:\Program Files\McAfee Online Backup folder if possible.

  8. Look in the History for error messages. McAfee Online Backup may be reporting issues with attempts to back up.
If these suggestions do not resolve the issue, you may seek assistance. For more information, see Request Assistance.
Parent topic: When You Have a Problem