Introduction
If you notice that a file is stuck in the Pending list with a yellow exclamation icon, it indicates that Zoolz may be having trouble backing it up. Below are common causes for this issue and their respective solutions.
Cause A. Outdated Zoolz Desktop Application
To resolve issues with an outdated Zoolz application:
1. Download the latest Zoolz setup file:
- For Windows: ZoolzSetup.exe
- For macOS: Zoolz.pkg
2. Run the downloaded setup file and select the Repair/Update option.
Cause B. Files Backed Up via Block-Level Technology
Files backed up using Block-Level Technology are uploaded once every 24 hours. Please wait for the scheduled upload time for these files to be processed.
Cause C. Zoolz Unable to Copy Files
If Zoolz cannot copy files to the cache folder, verify that there is sufficient free space on the drive where the cache folder is located or change it.
Cause D. Volume Shadow Copy Service (VSS)
Zoolz relies on VSS to back up open and locked files. To ensure proper backup:
- Add frequently open files to the VSS extensions list.
- Verify that the VSS service is running correctly or requires repair. Follow the steps outlined here if necessary.
Cause E. Permission Issues
Ensure you have full or at least read permissions for the file, folder, or directory intended for backup.
Cause F. Network or External Drive Issues
Check that the network or external drive where the files are stored is connected, accessible, and not in use by other processes. Note that the VSS service does not support files on external or network drives.
Cause G. Failed to Upload
For files that remain in the Pending list due to upload failures:
- Verify your Internet connection and router settings to ensure they are not blocking Zoolz from uploading files.
- Ensure your firewall and antivirus settings are configured to allow Zoolz.
- Apply the troubleshooting steps here.
Cause H. File Has a Long Path
Due to operating system limitations, Zoolz cannot back up files with paths exceeding 250 characters. To resolve this, shorten the file path. Such files will be moved from the Pending list to the Skipped Files list. (Learn more)
Zoolz will make subsequent attempts to upload these files during each run. If the problem continues, please contact the Technical Support Team at support@zoolz.com.