What you’re seeing
- The Active Backup for Business agent shows "Disconnected" or "Offline" in the NAS console.
- Backups fail partway with network or connection errors.
- Laptops that work remotely or move between Wi-Fi networks are affected most.
- Some devices have not completed a backup in weeks without anyone noticing.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- The agent is configured with the NAS's internal IP, which is unreachable when laptops leave the office.
- The NAS certificate changed, so agents no longer trust the connection.
- Firewall rules or a VPN drop the connection on the port ABB uses.
- Laptops go to sleep or switch networks in the middle of a backup.
- The NAS is overloaded by too many simultaneous backups and drops connections.
Why it matters
Endpoint backups only protect you if they actually run. When agents keep disconnecting, the devices most likely to be lost, stolen or damaged, the laptops, are the ones without current backups. Ransomware or a dead drive on one of those machines could mean losing weeks of documents and work that existed nowhere else.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
How do we know which machines aren't backed up?
The ABB console tracks the last successful backup per device. Reviewing it shows which ones have gaps, and that list is the place to start.
Can remote workers be backed up reliably?
Yes, with the right connection setup. Our certified US engineers can review it with you in a remote secure session and you pay only when it is resolved.