Troubleshooting Connection Issues with Zoolz

Introduction

Connection issues can arise for various reasons, affecting the smooth operation of BigMIND. Whether the issue is related to network configuration, firewall settings, or specific device problems, troubleshooting these connection issues efficiently is essential to maintaining consistent access to BigMIND services. This guide provides steps to identify and resolve common connection-related problems.

 

Verify Internet Connection

  • Ensure the device is connected to a stable internet connection.
  • Test the connection by opening a browser and visiting any website. If the site doesn’t load, troubleshoot the internet connection (e.g., reset the router or contact your ISP).

 

Check the Connection Settings of the Zoolz Desktop Application

  1. Open your Zoolz desktop application → Settings → Connection.
  2. Make sure the connection settings are set correctly.
  3. If the Wireless connection (WiFi) option is selected, click on WiFi Safelist and ensure the All WiFi networks option is selected.
  4. Click the Save icon.

 

Check your Antivirus Application

Zoolz is a backup application that needs to monitor file changes and communicate with the server to check the current backup status. However, some antivirus programs may flag this behavior as suspicious, resulting in constant scans of Zoolz’s application files and folders, which can hinder its operation and server communication. To prevent this, try excluding the following files and folders from your antivirus application:

  • C:\Program Files\Genie9\Zoolz2\
  • C:\Users\UserName\AppData\Roaming\Genie9\Zoolz\
  • C:\Program Files\Genie9\BigMIND\Zoolz.exe
  • C:\Program Files\Genie9\BigMIND\ZoolzService.exe

 

Check your Windows Firewall

The Windows Firewall might prevent the Zoolz desktop application from functioning properly. To ensure all Zoolz-related processes can pass through the firewall as allowed apps, follow these steps:

  1. From the Control Panel, click Windows Defender Firewall.
  2. In the Windows Defender Firewall window, click Advanced settings on the left-side panel.
  3. In the Windows Defender Firewall with Advanced Security window, right-click Inbound Rules on the left-side panel and select New Rule….
  4. Follow these steps in the New Inbound Rule Wizard:
    • Step 1: Set the Rule Type to Program → Click Next.
    • Step 2: Select the This program path option → Browse… → Locate and select the Zoolz.exe file (default location: C:\Program Files\Genie9\Zoolz2\Zoolz.exe) → Click Next.
    • Step 3: Set the Action to Allow the connection → Click Next.
    • Step 4: Check all three boxes (Domain, Private, and Public) → Click Next.
    • Step 5: Name this rule and add a description (optional) → Click Finish.
  5. Repeat the process to create additional inbound rules for the following files:
    • C:\Program Files\Genie9\Zoolz2\ZoolzLauncher.exe
    • C:\Program Files\Genie9\Zoolz2\ZoolzPasswordCheck.exe
    • C:\Program Files\Genie9\Zoolz2\ZoolzRestore.exe
    • C:\Program Files\Genie9\Zoolz2\ZoolzService.exe
  6. After adding all the necessary inbound rules, right-click Outbound Rules and follow the same process to add outbound rules for the same files.

 

Check Your Router Settings and Firewall

 

Tagged: