Backup Clients startup errors "Invalid XML Character"

Article ID

2066

Product Version

AhsayACB / AhsayOBM: 9 and above

Operating System

All platforms

Symptom

When launching the OBC user interface, the following error message is displayed:

xml

Cause

This issue can occur if the AhsayOBM or AhsayACB user settings saved on the client machine are corrupted.

Resolution

To resolve the issue, re-create the user settings on the affected client machine.

Before proceeding with the following steps, ensure that you have the encryptions keys for all backup sets of the affected user. Re-creating the user profile will require you to enter the encryption key for all existing backup sets.

 

  1. Stop the AhsayOBM / AhsayACB services.

  2. Locate the .obm / .acb folder at:

    • Windows

      
OBM: C:\Users\%UserProfile%\.obm
ACB: C:\Users\%UserProfile%\.acb

    • macOS

      
OBM: /Users/%UserProfile%/.obm
ACB: /Users/%UserProfile%/.acb

    • Linux

      
/root/.obm

    • Synology

      
/volum1/@appstore/AhsayOBM/.obm

    • QNAP

      
/share/CACHEDEV1_DATA/homes/admin/.obm

    Exact path to the .obm / .acb folder is saved in the home.txt file found at:

    • Windows

      
OBM: C:\ProgramData\AhsayOBM\home.txt
ACB: C:\ProgramData\AhsayACB\home.txt

    • macOS

      
OBM: /Applications/AhsayOBM/home.txt
ACB: /Applications/AhsayACB/home.txt

    • Linux

      
/usr/local/obm/home.txt

    • Synology

      
/volume1/@appstore/AhsayOBM/obm

    • QNAP

      
/share/CACHEDEV1_DATA/.qpkg/AhsayOBM/obm
  3. Rename the .obm / .acb folder (Example: "obm_ddmmyyyy")
  4. Uninstall AhsayOBM / AhsayACB client application.
  5. Download and reinstall AhsayOBM / AhsayACB application.