Basic Installation Troubleshooting



This Knowledgebase article provides basic tips about installing Neverfail Heartbeat.


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Symptom 1

Server does not restart as expected or Plug and Play does not happen after restore on the Secondary-passive server during installation.



Ensure 'replace files' and ‘system state’ restore are selected during the restore process. It may be necessary to backup and restore the system state again in this situation. To do this run NTBackup “Backup Wizard” on the Primary server and select 'System State'. Once the backup file has been created, copy it across to the Secondary server. Run the NTBackup 'Restore Wizard' and select this file for restore. Be sure to set the option 'Replace Existing Files' from 'Advanced' options. For Information on how to use NTBackup, please check

Check that all required folders were selected during the backup step - especially the Windows folder. Other folders may be specific to your environment. Check the NTBackup logs to see what was backed up and restored previously. For information on how to use NTBackup, or what folders to select for backup, please see on how to backup and restore a failed server. Alternatively, it is possible to view what Neverfail Heartbeat selected in its backup from NFInstalltemp\nfinstall.txt. This file can be opened in either NTBackup or using a text editor such as Notepad.


Symptom 2

Neverfail Heartbeat shuts down whenever I try to run it. (Invalid License Key).



Is the server Hyperthreaded? If so, you will need to check this when requesting a license.


Symptom 3

Error during installation of Neverfail Packet Filter Driver.



If the Neverfail Packet Filter Driver confirmation window gives an error, you may have policies set that don’t allow unsigned drivers. These can be set locally or perhaps at group policy level. In certain versions of Neverfail Heartbeat, this can prevent installation of the Neverfail Packet Filter Driver. See Knowledgebase article #120 - ' How to Remove or Change a NIC in the Primary or Secondary Server Without Causing Problems in the Continued Operations of the Neverfail Packet Filter Driver' for instructions on installing the Neverfail Packet Filter Driver after the policies have been modified and the changes have taken effect.


Symptom 4

Neverfail Heartbeat Management Client shows “Out Of Synch” or “Unchecked”.



Stop and Start replication again to perform the 'Verify and Synchronize' operation.

Note: Neverfail recommends that this be initiated outside of normal office hours for optimum results.

Note for Exchange users: if you have a large mail store consider turning off defragmentation during this period. For information on how to do this please see .


Symptom 5

Server pair is not connected even though both the passive and active servers are started and show "Replicating" locally. (Server will appear “Not Connected” in the Neverfail Heartbeat Management Client).



Shutdown Neverfail Heartbeat on each server and launch the Configure Server wizard on each machine. Verify the proper channel IP addresses have been entered for both the Primary and Secondary servers.

Check for firewall software running on either the server pair, or on the network, that may be interfering with communications on the Neverfail Channel.


Symptom 6

Problems are encountered during the initial Synch Verify stage; large number of Apply Exceptions.



Apply exceptions can be triggered if an application or service running on the passive server is accessing files in the protected set. For example, if the NNTP service was running on the passive server you will see apply exceptions for files under the c:\inetpub\nntp directory. To resolve the problem stop the NNTP service on the passive server. If any Non-Standard Neverfail Heartbeat filters have been manually added then remove them. Check that the system reaches the 'Synch' state without these filters. Confirm that the filters are not protecting files that are opened by any applications running on the passive server, then re-enter the filters one at a time until the problem is reproduced. The Standard Neverfail filters can be specific to your environment and care should be taken when removing any filters at all times. Please contact your Neverfail Support representative if you are unsure what to remove during troubleshooting of your system.


Symptom 7

Channel disconnects or random drops in connectivity with the principal (public) network.



  • Check patch cables are not faulty. Use different patch cables to test.
  • Check there are no other applications using Neverfail ports. See Knowledgebase article #206 - 'A List of Default Neverfail Heartbeat Ports' for information.
  • Ensure the latest NIC drivers are installed on channel NICs.
  • Make sure that the channel is configured with the correct IP addressing.
  • Confirm that routing is working correctly. This can also be used in LAN environment to confirm channel routes. Use the diagnostic tools pathping and traceroute to identify excessive packet loss or inefficient routing.
  • Make sure to press 'Enter' using the Configure Server wizard within the manual entry cells e.g. when entering Secondary IP address.
  • Be sure that the Neverfail Packet Filter Driver has been deselected from the correct NIC e.g. from any channel NICs. The main principal (public) NIC should have the Neverfail Packet Filter Driver selected under NIC properties.
  • In a WAN environment check for sudden bursts in network traffic from other applications. If Quality of Service (QoS) is operating on the network check that Neverfail Heartbeat channel communication is not being restricted. Refer to Knowledgebase article #342 - ' Testing Routing in a WAN Environment'.


Symptom 8

During a reinstall, nfconfig.exe did not perform actions as expected.



  • Check that all the uninstall steps have been performed if you are reinstalling the product.
  • Was the folder \NFInstallTemp deleted before you started reinstalling Neverfail Heartbeat?
  • Had all the protected services been set back to Started and Automatic?


Applies To

All Versions


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