Over the past week or so, several times each day I get the following message (eM Client Backup Tool: An error occurred while packing files), and then eM Client will not open:
The only solution is to reboot the computer in order to open eM Client. I’m running v 6.0.22344.0.
I’ve been using eM Client for over a year and have never had this issue before. How can I resolve this frustrating, unproductive annoyance?
Hello Jill, I’m afraid your database may be corrupt and thus can not be backed up using the backup tool, are you having this issue while using the automatic scheduled backup from Tools > Settings? Or by using the manual backup option in File > Backup of the main application window.
Can you try to run this utility, http://www.emclient.com/tools/dbrepairrebuildall.exe and check if the issue persists?
Regards,
Thanks for your reply. I’m using the automatic schedule for backups.
OK, I ran the utility. The eM Client database check window showed this message at the start and during the check:
“eM Client was not closed correctly the last time. To ensure your data is safe, several checks need to be performed.”
Whenever I close the program, I always choose File > Exit. How is that not correct?
OK, the results were two checkmarks and done. Now just wait and see if it happens again?
Yes, please let me know if the issue persists, or check if you’re able to backup manually by using File > Backup option in the main application menu. Based on the error thrown, I believe the problem could be with user privileges as well, can you try to run the application as administrator on your computer and check if the problem persists.
It seems like the application can’t archive the data into a .zip file (which is the default format for application backups).
Regards,
I ran a manual backup, same error. I ran the app as administrator and then ran a manual backup and received the same error, but with an additional line that I could not read, as it was cut off by the progress bar. Also, a report box displayed (which I completed).
The error above seemed to be stuck in a loop, so I had to cancel out of it. Since I have backup redundancy, I’ve just turned off the eM Client internal backup to (hopefully) resolve the issue for now.
Can you please share the details about the crash that has occurred, if this issue persists, please click on the “show error” button, copy the content of the error report and submit it to us here on the forum for more information.
Regards,
I used the “submit” option in the report window yesterday, so the details log should have reached eM Client. Do you still need me to post it here?
Hello Jill, unfortunately sending the report hopes us to resolve these issues in a long-term schedule, as reports are sent to developers, but unfortunately it doesn’t allow us to find what exactly has occurred on your workstation, please make sure to submit the full report to us here or to my work mail, [email protected], with a reference link to this forum topic.
Regards,
Got it. I just emailed you the first two reports that I’d saved from the loop.
Hello Jill, thank you for submitting the error details, unfortunately it seems like your database is corrupt due to a disk error, I’m afraid that at this point it is no longer possible to restore the database data as they’re unreadable for the application.
Please setup a new database by removing or renaming your current database in your local user/AppData/Roaming folder. On next application startup the application should create a new database allowing you to restore from a backup or allowing you to setup your accounts.
Regards,
It seems I’ve solved the problem! My C: was dangerously full since the Windows 10 upgrade. So I deleted the previous version of Windows, and now the backup works with zero errors. Are you saying my database is still corrupt?
I’m not really sure, I could only say for sure based on the error thrown after you’ve tried to backup your data, however I believe this error could occur if your backup drive was almost full, as the application may require quite a large amount of data (based on your database size) to backup.
If the issue no longer persists, please make sure to let me know if you come across it again or if you have any other issues or questions about the application, we’ll be happy to help.
Regards,
Will do. Thank you.