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Troubleshooting Common Issues

Backup Restore Fails or Is Rejected by the Server​

Symptom: The import wizard rejects the backup file or shows an error.

Root cause: The backup originates from a server version other than 5.9.4.2.

Resolution:

  1. Verify the source server is on 5.9.4.2 (Appliance → Server Information).
  2. If not, complete Phase 1 (cumulative patch to 5.9.4.2) first.
  3. Create a new backup on the 5.9.4.2 server and retry.

Network Settings Won't Save on 2510​

Symptom: IP configuration changes don't save; error appears after clicking Save.

Root cause: Known bug in 2510 where the settings page requires you to fill both DNS fields.

Resolution: Enter a value in both DNS fields (use 8.8.8.8 and 8.8.4.4 if no secondary DNS is available).

Backup File Exceeds 200 MB Import Limit​

Symptom: Backup upload fails due to file size limits.

Step 1 — Contact Netwrix Support for the backup export fix script (do this first):

Contact Netwrix Support and request the 5.9.4.2 backup export fix. This script trims the backup file below 200 MB by dropping unnecessary legacy tables from the export that migration doesn't require. This is the preferred resolution and requires no backend access on your part.

If the fix script doesn't bring the file below 200 MB, contact Netwrix Support for the manual upload limit adjustment procedure.

EE Clients Can't Connect After Migration​

Symptom: Enforced Encryption clients fail to connect or show as untrusted.

Most likely cause: The new server IP/FQDN is different from the old server.

Resolution:

  • If you used the same IP/FQDN: verify that the backup restored the certificates (check System Configuration → Certificates).
  • If you used a different IP/FQDN: users must decrypt their drives, reconnect to the new server, and re-encrypt.

SIEM Not Receiving Events After Migration​

Symptom: SIEM integration stops receiving events after restore.

Resolution: SIEM functionality may require reconfiguration after migration.

Endpoints Not Checking In After Migration​

Symptom: Endpoints show as offline; Last Seen timestamps are old.

Checklist:

  1. Verify that you have re-enabled client communications on the new server.
  2. Confirm the new server is reachable on the expected IP/FQDN from endpoints.
  3. Check that client packages (5.9.4.3) are uploaded to the server.
  4. Verify the old server is no longer running on the same IP if using same-IP strategy.
  5. Check endpoint firewall rules allow outbound on ports 443 and any other configured EPP ports.
  6. Test with a clean install of the latest EPP Client to eliminate potential issues caused by a corrupted existing client.

Endpoints Not Upgrading via EPP Server Client Upgrade tool​

Symptom: Endpoints Upgrade seems stuck to pending

Checklist:

  1. Verify that you have the latest EPP Server in use.
  2. Clean up all old Client Upgrade tasks existing on EPP Server.
  3. Check version of EPP Client used in upgrade process vs Client version which you want to upgrade - to eliminate the Certificate Bridge issue.
  4. Create a new task.
  5. Ensure the affected endpoint with current EPP Client is communicating, and refresh policy.
  6. Ensure that the affected Windows endpoint is restarted; the installer uses msiexec, which can be blocked by any other previous failed installations.