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Article Number: 100299
Software: CLIENT Version 9.2.x

Problem: On some client systems, after upgrading clients to the latest version (9.2.0 or 9.2.1), the client cannot start properly and stops at 'Loading...' screen.

Cause: This issue happens when the Service Provider sets the "Processing Priority" too low in the Customize Client Installer. The value should be "Normal" unless instructed by RBS Tech Support to change it.

Solution:

The problem is that the "Processing Priority" setting in the Client software set to LOW on the client. Depending on the system's processor and speed, setting this value to Low causes the client to be stuck at Loading screen for an extended amount of time. The fix is to increase the priority level of client to Normal or to High on these systems.

To change this option on an already installed client follow one of the two following methods:

Method 1:

First close the client executables from the Task Manager - Process. (rbClient.exe and rbackup.exe) Launch rbClient.exe from 'C:\Program Files\Remote Backup' folder or Application folder. Change the Processing Priority option from Options:Preferences:Backup tab, after Admin Override login at padlock.

Method 2:

First close the client executables from the Task Manager - Process. (rbClient.exe and rbackup.exe) Change/Set the following Registry Key on the client system. HKEY_LOCAL_MACHINE\SOFTWARE\Quantum Tech, Inc.\Remote Backup\Settings: "Priority" = "2" (for Normal) or "3" (for High) Close Registry and restart client.

Build New Client Installers:

From RBS Manager - Tools, launch the 'Custom Client Installer'. Under Backup Settings tab, change the Priority to Normal, or High and rebuild your custom client installers or self-extracting executables.

(TECH)

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