Troubleshooting Connection Issues

Check your Internet connection

Make sure that you have a proper Internet connection on your machine.

Check the Settings of your Safepots desktop software

  • Open your Safepots desktop software → Settings → Connection → If the Wireless connection (WiFi) option is selected, click on WiFi Safelist, and make sure the All WiFi networks option is selected → Click the Save icon → Click the Save icon.
  • If the above does not solve the issue, go to the Settings of the Safepots desktop software again → Connection → Enable the Use SSL option → Save.

Check your Antivirus software

Safepots is a backup software, meaning that it needs to check your files for changes and modifications and communicate with the server to check the current backup state. While this is a normal behavior for a backup software, some Antivirus software might think it is suspicious and constantly scan Safepots’s application files and folders, thus, making it harder to scan the files and sometimes impossible to communicate to the server. Please try to exclude the following files/folders from your Antivirus:

  • C:\Program Files\Genie9\Safepots
  • C:\Users\UserName\AppData\Roaming\Genie9\Safepots
  • C:\Program Files\Genie9\Safepots\Safepots.exe
  • C:\Program Files\Genie9\Safepots\SafepotsService.exe

Check your Windows Firewall

The Windows Firewall may prevent the Safepots desktop software from performing properly, so you should make sure that all the Safepots related processes can pass through the Windows Firewall as allowed apps. Here is how to do so:

  • From your Control Panel, click Windows Defender Firewall.
  • Once the Windows Defender Firewall window is open, click the Advanced settingsoption on the left side panel.
  • In the Windows Defender Firewall with Advanced Security window, right-click the Inbound Rules option on the left side panel → New Rule...
  • A New Inbound Rule Wizard will be opened, in which you have to pass the following five steps to add a new rule:
  • Step 1: Set the Rule Type to Program → Click Next.
  • Step 2: Select the This program path option → Browse… → Locate and select the Safepots.exe file. The default location of this file is C:\Program Files\Genie9\Safepots\Safepots.exe → Click Next.
  • Step 3: Set the Action to Allow the connection → Click Next.

Step 4: Check all the three boxes there; DomainPrivate and Public → ClickNext.

Step 5: Give this new rule a Name and a Description (Optional) → Click Finish.

Important! This way, you achieved to add an Inbound rule for the Safepots.exe file. You should add four other Inbound rules for the following files, too:

C:\Program Files\Genie9\Safepots\SafepotsLauncher.exe

C:\Program Files\Genie9\Safepots\SafepotsPasswordCheck.exe

C:\Program Files\Genie9\Safepots\SafepotsRestore.exe

C:\Program Files\Genie9\Safepots\SafepotsService.exe

Once you are done adding all the needed five Inbound rules, right-click the Outbound Rules option on the left side panel → New Rule.. → Proceed to add five new Outbound rules the same way you did above to add the Inbound rules for the following files:

C:\Program Files\Genie9\Safepots\Safepots.exe

C:\Program Files\Genie9\Safepots\SafepotsLauncher.exe

C:\Program Files\Genie9\Safepots\SafepotsPasswordCheck.exe

C:\Program Files\Genie9\Safepots\SafepotsRestore.exe

C:\Program Files\Genie9\Safepots\SafepotsService.exe

Check Your Router Settings

Make sure that your Firewall on the Router side is not blocking the Safepots related EXEs from passing through.

Was this article helpful?

Related Articles

Leave A Comment?