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Pre-requisite: The Mozy backup software must be installed and your first backup must have completed successfully. If backups do not succeed, there are some things you can do to attempt to resolve the issue. After attempting each of these resolutions, start a backup manually to see whether the issue is resolved. To start a backup manually:

• (Windows) Right-click the Mozy backup software icon in the notification area, then click Start Backup. For more information, see Open the Backup Software on Windows through the Notification Area. Note: If you do not see the Mozy backup software icon, you may need to enable it. For more information, see Reenable the Mozy Backup Software Icon.
• (Mac) Click the Mozy backup software icon in the menu bar, then click Back up Now. Note: If you do not see the Mozy backup software icon, you may need to enable it. For more information, see Reenable the Mozy Backup Software Icon.

As long as your account is in good standing, your files are still safe in the Mozy cloud.

To troubleshoot backups which do not start or complete:

1. Restart your computer.
2. Verify that your computer is running and has an Internet connection at the time of the backup attempt. The computer cannot be turned off or in sleep, hibernate, standby or any similar mode. The backup software cannot wake up a computer in those states. Consult the help topics provided with your computer's operating system to see how to verify your computer's power settings.
3. If you are backing up on a schedule, ensure that it is set to start at a time when your computer is on. For more information, see Back Up on a Schedule. Make sure that your backups are not suspended. For more information, see Temporarily Stop Backing Up.
4. Verify that your back up speed is set high enough to allow the backup software to back up. For more information, see Changing Performance.
5. If you use a proxy server, verify that it is set correctly.
6. Temporarily disable your firewall and anti-virus programs. Consult the help topics provided by your firewall and anti-virus programs to see how to do this. Firewall and anti-virus programs which had not previously interfered with backups can receive updates which cause them to begin treating the backup software as a threat. If a backup succeeds when the firewall and anti-virus programs are disabled, change your firewall and anti-virus settings so they don't block the backup software. Help topics provided by your firewall and anti-virus programs should describe how to add exceptions and change other settings as necessary.
   On a Windows computer specifically, grant access or trusted status for all listed programs associated with Mozy, such as Mozybackup.exe, Mozyconfig.exe, Mozystat.exe, or the entire C:\Program Files\Mozy folder if possible.
7. Look in the History for error messages. The Mozy backup software may be reporting issues with attempts to back up. (Windows) For more information, see See Backup History in Mozy Backup Software for Windows (Mac) For more information, see See Backup History in Mozy Backup Software on a Mac. If you see an error message in the backup history, search for the exact text of the error code in the Mozy Support Portal, which provides topics to help resolve such errors. For more information, see Request Assistance.

If these suggestions do not resolve the issue, you may seek assistance. The assistance options available to you depend on the kind of account you have. For more information, see Request Assistance.