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Documentation / Troubleshooting

Troubleshooting

Start with evidence, change one variable at a time and avoid actions that could destroy logs, backup files or recoverable source data.

Agent connectivity

  1. Confirm the Windows host has working network connectivity and correct date and time.
  2. Confirm outbound HTTPS access to the configured MindShield API is not blocked by DNS, firewall, proxy or TLS inspection policy.
  3. Check whether the device is registered under the expected customer or organization.
  4. Review recent agent logs and dashboard heartbeat timing.
  5. Record the exact endpoint error and timestamp before changing network policy.

Service startup

Open Windows Services and locate MindShieldAgent. Confirm the service exists, uses the approved service identity and is configured for automatic startup.

Check in order
  • Review the Windows service error code.
  • Review Event Viewer and agent logs.
  • Confirm installation files and configuration are present.
  • Confirm the service account can read required configuration and storage paths.
  • Reinstall only after preserving logs and confirming that configuration can be safely recreated.

Backup-failure troubleshooting

  1. Identify whether the failure is discovery, permission, storage, scheduling, SQL Server or connectivity related.
  2. Capture the complete job error and SQL Server error details.
  3. Confirm the selected database is online and accessible.
  4. Confirm the backup destination has capacity and appropriate permissions.
  5. Compare a failed scheduled job with an approved manual test only when doing so will not increase operational risk.
Do not mask the fault

A later successful manual backup does not explain a missed schedule. Preserve the failed job evidence and investigate timing, service state and policy delivery.

Support escalation

Send product support the device name, affected database, agent version where available, failure time, error message, relevant non-sensitive logs and the troubleshooting steps already completed. Do not send passwords, license secrets, encryption keys or production data by ordinary email.

Email MindShield support

Emergency recovery assistance

Stop routine troubleshooting and consider specialist recovery assistance when there are signs of clicking or unstable drives, RAID degradation, unreadable storage, ransomware encryption, severe database corruption or repeated failures that worsen with each read attempt.

Mind Merge Data Recovery Services can assess physical storage, RAID/NAS, database and ransomware recovery cases separately from standard MindShield product support.

Recovery incidentContact Mind Merge Data Recovery Services →