Hyper Data Protector stops working

English Backup and data protection
1

I have configured a bunch of computers to backup to Hyper Data Protector and it worked find for a couple of weeks. Hasn’t backup for 6 days now (Since May 24, 2025) and the logs show an error:

[Hyper Data Protector] Failed to refresh NetBak PC Agent inventory “Computername”. Unexpected error from Inventory.

I also have a VMware backup job created. And it fails to start the job with the error:
Hyper Data Protector Failed to start VMware backup job “VMBackups” Internal Server error. (Error code: -1)

I remember that there was an update to this recently. But I can’t remember if I ran the update on my Home NAS or the Office NAS. The issue is with the Office NAS. No way to tell what version it is and what was the last day that it was installed. I don’t understand it coz other apps have the version number right on the AppCenter.

Anyone else having this issue?

2

Hi @Bluebeep ,

We need log files to diagnose this issue. Please provide them if you can.
How to extract the Hyper Data Protector debug logs to send for analysis? | QNAP

You can also try:

  1. Reboot your NAS.
  2. Update HDP to the latest version.

Let us know if these steps help. Thanks!

3

Hi SteveKo,

I have tried rebooting the system and I believe HDP is the latest version.

I have the Debug Logs. Should they be attached here?

4

I’m experiencing a similar issue- when I try to even launch HDP I get this error:
“Page not found or the web server is currently unavailable. Please contact the website administrator for help.”

Happy to supply logs as well.

Edit- Actually I can’t send logs as HDP will not even launch per the above error.

5

I noticed with netbak app if you had the 1.2.4 version it throw out error -1 on startup. There is a new version of netbak, make sure you update to 1.2.5.
Other time i see error messages is when the netbak loses connection to the NAS. I have to often log off on the netbak app and re log into the nas to get it to backup.

6

Hi @Bluebeep

Thanks for reaching out! Please share the log content with us.

  • If there’s no sensitive information in the log, please feel free to send it directly to me in a private message or here in the thread.
  • If the log contains any sensitive information, to ensure your data security, please open a support ticket via this link instead: Customer Service - QNAP. This way, we can handle it securely.

We’ll be ready to review it once you provide it. Thanks for your cooperation!

7

Hi @plucente
Usually, this message indicates that the application isn’t running. Could you please share more details about what you’re experiencing?
Thank you!

8

Hi @SteveKo,

The generated report is 34.2MB in size. It has logs files, db files, config files, etc. It’s possible there is some confidential information in them and honeslty I’m not going to open each one of the 138 files to check. So I have opened a support ticket and sent the file up there.

Thanks for pointing me to that.

BTW @marcoi NetBak was indeed at v1.2.4 and I upgraded every installation to 1.2.5 last night yet, no backup happened.

9

you can try to create a new hdp repo and job as a test. the old jobs/repo might be damage from 1.2.4.
I found hdp/netbak to be fragile and when issues happen, i delete the repo and start over.
I setup my jobs to have one repo per machine to keep the backups easier to cleanup when issues happen.

Good luck hopefully it gets resolved.

1 Like
10

Hi @SteveKo - on all my clients I have the error “Unable to connect to destination NAS” and none have backed up since last week. All have been recently updated to v 1.2.5 client.

On the NAS itself, when I launch HDP, I get the error “Page not found or the web server is currently unavailable. Please contact the website administrator for help.” even though HDP is running.

So it seems to me that HDP has had a major malfunction. I’ve confirmed that web services on the NAS are working overall, just not for HDP.

Paul

11

Given the nature of this issue, it sounds like we’ll need to review your logs for a more in-depth diagnosis.

To proceed, we recommend you open a support ticket. Our Support team will then be able to access and examine your logs to help resolve the problem.

Thank you for your understanding!

12

OK thanks @SteveKo I have created a support request.