Troubleshoot: Backup agent has not detected the client

Information covered

Purpose

When the BMR device does not auto-detect a physical machine in the network, you can add it manually and initiate the backup.

Description

The IDrive BMR device is designed to automatically detect and register physical machines that have the agent software installed. If the device has not detected your computer, perform the troubleshooting steps detailed below.

Troubleshoot: Backup agent has not detected the client

It takes the backup agent a few seconds to detect the client. In case it is taking longer, click the ‘Having trouble adding a client?’ link for issue resolution.

Once the client is added manually, it will be displayed in the ‘Discover new client via IP’ section of the ‘Dashboard’ tab.

Note: If the device is unable to detect the client even after adding manually, contact the support team for further assistance. Make a note of the device's identity key for the same. 

Remove a physical machine from the BMR device

To remove a physical machine from the BMR device,

  1. Go to ‘Dashboard’ > ‘Physical Machines’.
  2. Click corresponding to the computer name and select 'Remove Client' from the drop-down menu.

  3. Click 'OK' in the confirmation window.
  4. The selected computer will be removed during the scheduled cleanup operation performed by the IDrive BMR device. However, if you want to retain the computer on the device, click 'Stop removing client' within the cleanup operation.

Note: Before you delete a physical machine from the BMR device, we recommend you uninstall the agent software from the machine and then remove it. If you remove the machine without uninstalling the agent software, the device will detect the agent and again add the machine to the device.