This message means that your computer could not communicate properly with our servers or you have a missing component. To solve this, please follow the instructions below:
Category: Troubleshooting
Error Message: “Failed to connect to server. Please check your connection and firewall settings”
This message means that your computer could not communicate properly with our servers or you have a missing component. To solve this, please follow the instructions below:
I had to reinstall Windows. When I tried to re-install Zoolz it asks me to archive my computer
Zoolz dashboard shows “Analyzing”, “Uploading” or “Waiting for next schedule” but never proceed, what can I do now?
To solve this issue, you need to do the following: Make sure that you have the latest build of Zoolz by right click Zoolz agent in the system tray → Select Tools → Click on Check for updates. Clear the backup cache: Find the location of Zoolz cache folder as mentioned here. If the backup […]
Where does Zoolz store the temporary files during the backup?
How can I repair the .NET Framework installed on my machine?
Make sure that you have the required .NET Framework installed in your system. You can install the required .Net Framework package for your operating system from the following links: For Windows Vista: Download link For Windows 7, 8 and 10: Download link If you already have the correct version of the .Net Framework installed or if the installer above […]
My storage is full, how can I free up some space?
The used space that you can see on the Dashboard of your Zoolz/BigMIND desktop software and online account is for all the machines and the users that you have under your account and not only for your machine/user, so to free up space, please refer to the following: Delete unwanted files from the backup. Remove […]
How to Generate the Advanced Debug Logs for Zoolz
For troubleshooting purposes, the Technical Support may ask for trace logs of the program. Please note that these logs do not contain any passwords or personal information. If you are a user with assigned policy, then click here to know how to generate the logs. To enable logs, please:
How to generate logs for users who have policies assigned
If you have a policy assigned to you and need to generate the logs for troubleshooting, then please: You can follow the steps in this article if you are not able to get in to the Zoolz/BigMIND Dashboard, but instead of step 3 and 4 above, you can just reboot your machine.
I purchased an upgrade but my account information didn’t change
To solve this issue please follow the below steps: If you purchased an upgrade using another email than the one linked to your Zoolz/BigMIND account, please contact sales.