Dear Customers,

We wish to alert you of an intermittent service issue with Managed Online Backup in MAX RemoteManagement. On some devices, the “Default files and folders selection” and the “Files and folders schedule” settings are not adhered to correctly when upgrading from MOB 2013 to MOB 2014, so that the device is not backing up as expected. This is happening in a limited set of circumstances which we’re investigating. The vast majority of devices are running Managed Online Backup as normal.

If a device is reporting a MOB Check Failure (“Backup status cannot be determined”), the device may be impacted. We encourage you to check the Managed Online Backup settings on those devices to ensure they are configured correctly. Devices that don’t have the schedule or file selection set as expected can be edited as normal through the Backup Manager on the device, which corrects the issue.

We appreciate your understanding and apologise for any issues caused. We’re continuing to investigate and will post further updates as information becomes available.

Best Regards,
The Team @ MAXfocus