Chapter 8
8. Troubleshooting
Start on Home. Read the message and use its action before changing your setup. Disconnecting and deleting are separate operations. Do not delete a usable copy to resolve a connection problem.
8.1 Backups stopped or never started
| What you see | Check and action |
|---|---|
| Setup is incomplete | Choose a usable folder, finish Iconik approval, then select Start the first backup |
| Sync paused | Select Resume on Home; a manual pause survives restarts |
| Automatic syncing is disabled | Enable it under Settings > Connection > Syncing |
| No checks while Vault was closed | Keep the Vault window open for scheduled checks |
| Collection or storage preparation | Let the step finish; large collection trees can take several minutes |
| Reconnecting | Check internet access; Vault retries automatically |
| Sync failed | Read the problem on Home, resolve its cause, then select Try again |
| Backups on hold | Resolve the license issue through Control Room |
A copied count that stays unchanged during preparation does not mean asset progress was lost. Vault checks collections and storage again before resuming asset copying.
8.2 Iconik will not connect
- Check internet access and complete approval in the browser.
- Confirm that the approving user can create an Iconik application.
- Check the tenant and user shown in Vault before selecting Connect this account.
- Read the failed check's message if Vault refuses the connection.
Vault needs required read access, including asset markers. Ask your Iconik administrator to check the user's permissions when approval succeeds but verification fails.
Existing backups belong to their verified tenant and user. Reconnect with the same account to preserve that association. A different tenant or user cannot take over that backup.
An interrupted or expired approval may need Try again. If Vault offers Reset saved connection, read its confirmation first. It clears unreadable connection details and keeps the local backup. Vault then returns to setup. Home, Library, and Settings stay unavailable until you complete the connection again. Use the same tenant and user for the existing backup. An Iconik administrator may still need to remove old application access.
If the error continues, collect details using Logging and support. Then email support@northshoreautomation.com.
8.3 The backup folder is unavailable
- Reconnect the drive or network share in your file browser.
- Confirm that the folder opens and that your computer account can write there.
- In setup, select Check again when offered.
- For an existing installation, open Settings > Backup and check the selected path.
Vault does not mount network storage.
Use the operating system to connect and authenticate the share first.
Use the full folder path rather than an smb:// or nfs:// address.
If another person can use the folder but you cannot, check storage permissions with your administrator. The backup stays on its drive while that drive is disconnected.
Update location selects another folder; it does not move files from the old folder. See Settings before changing the path.
8.4 Library is empty or an asset is missing
| Possible cause | Action |
|---|---|
| The first backup has not copied the asset | Check progress on Home and let the backup continue |
| Search or filters hide it | Clear search text and filters, then remove the collection scope; Clear all beside a collection tag clears these together |
| A child collection is excluded | Select Include subcollections |
| Iconik deleted the asset | Select Include deleted assets in Filters |
| The connected user cannot read it | Ask an Iconik administrator to check that user's access |
| The local copy is older than Iconik | Run Sync now when connected |
| Another backup folder is selected | Check Settings > Backup for the expected location |
If broader search is still being prepared, browse or use Name with a prefix such as titles*.
If a search fails, select Retry search.
If no preview was copied, let a backup or sync finish while the computer is online before expecting it offline.
8.5 A license warning appears
Open Settings > About to read the license state. Use Control Room to check or renew the license. If the warning asks for internet access, reconnect the computer so Vault can check its license. After a license change, close and reopen Vault to refresh the displayed state. The displayed license and warnings are read when the window opens. New runs check the license again, so backups can resume before you reopen the window.
An invalid license blocks new backup runs. It preserves the copy and lets a run already in progress finish. Library remains available when the backup folder is reachable.
8.6 Logs cannot be written
Open Settings > Logging and read the warning. Check that the saved log folder is connected and writable. If needed, choose a usable folder and select Save logging settings.
Backup and browsing continue while logging recovers. Vault retries the log writer and reports omitted records after recovery. See Logging and support.
8.7 A newer backup cannot be opened
A backup created by a newer Vault may use a database format that this installation cannot read. Update Vault through Control Room. Do not edit the database to force it to open. Vault refuses an unsupported newer format without changing its data.