Troubleshooting Connection Issues with Polarbackup

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Introduction

Connection issues can arise for various reasons, affecting the smooth operation of Polarbackup. Whether the issue is related to network configuration, firewall settings, or specific device problems, troubleshooting these connection issues efficiently is essential to maintaining consistent access to Polarbackup services. This guide provides steps to identify and resolve common connection-related problems.

 

 

Verify Internet Connection

  • Ensure the device is connected to a stable internet connection.
  • Test the connection by opening a browser and visiting any website. If the site doesn’t load, troubleshoot the internet connection (e.g., reset the router or contact your ISP).

 

 

Check the Connection Settings of the Polarbackup Desktop Application

  1. Open your Polarbackup desktop application → Settings → Connection.
  2. Make sure the connection settings are set correctly.
  3. If the Wireless connection (WiFi) option is selected, click on WiFi Safelist and ensure the All WiFi networks option is selected.
  4. Click the Save icon.

 

Check your Antivirus Application

Polarbackup is a backup application that needs to monitor file changes and communicate with the server to check the current backup status. However, some antivirus programs may flag this behavior as suspicious, resulting in constant scans of Polarbackup’s application files and folders, which can hinder its operation and server communication. To prevent this, exclude the following files and folders from your antivirus scans:

 

  • C:\Program Files\Polarbackup\
  • C:\Program Files\Polarbackup\Polarbackup.exe
  • C:\Program Files\Polarbackup\PolarbackupService.exe
  • C:\Users\YourUserName\AppData\Roaming\Polarbackup\

 

Check your Windows Firewall

The Windows Firewall might prevent the Polarbackup desktop application from functioning properly. To ensure all Polarbackup-related processes can pass through the firewall as allowed apps, follow these steps:

 

  1. From the Control Panel, click Windows Defender Firewall.
  2. In the Windows Defender Firewall window, click Advanced settings on the left-side panel.
  3. In the Windows Defender Firewall with Advanced Security window, right-click Inbound Rules on the left-side panel and select New Rule….
  4. Follow these steps in the New Inbound Rule Wizard:
    • Step 1: Set the Rule Type to Program → Click Next.
    • Step 2: Select the This program path option → Browse… → Locate and select the Polarbackup.exe file (default location: C:\Program Files\Polarbackup\Polarbackup.exe) → Click Next.
    • Step 3: Set the Action to Allow the connection → Click Next.
    • Step 4: Check all three boxes (Domain, Private, and Public) → Click Next.
    • Step 5: Name this rule and add a description (optional) → Click Finish.
  5. Repeat the process to create additional inbound rules for the following files:
    • C:\Program Files\PolarBackup\PolarbackupLauncher.exe
    • C:\Program Files\PolarBackup\PolarbackupPasswordCheck.exe
    • C:\Program Files\PolarBackup\PolarbackupRestore.exe
    • C:\Program Files\PolarBackup\PolarbackupService.exe
  6. After adding all the necessary inbound rules, right-click Outbound Rules and follow the same process to add Outbound Rules for the same files.

 

Check Router Settings and Firewall

  • Open TCP ports 80 and 443 on your firewall.

 

  • Ensure your router is not blocking essential Polarbackup domains:
    • polarbackup.com
    • portal.polarbackup.com
    • c2.polarbackup.com
    • polarwbds.s3.amazonaws.com

 

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