Step-by-step Instructions
1. Confirm you received a failure notification
Check phone notifications or the email address tied to the system.
Note the time and which machine/unit the alert references.
2. Open the BCD Status page
In the product UI, go to Status → BCD Status.
This page lists dashboard appliances and every physical unit on site.
3. Locate the affected machine on the BCD Status page
Find the machine that the notification referenced.
Look at the Latest screenshot field for that machine.
4. Preview the screenshot
Hover over the Latest screenshot field to see the small preview.
If the preview looks normal, you’re likely fine; if it shows an error or a message such as “getting devices ready”, proceed to troubleshooting.
5. Open the full-size screenshot for clarity
Click to open the full-screen/expanded screenshot so you can read any error text clearly.
Small previews often hide important details.
6. If the full screenshot shows “getting devices ready” (or similar)
This usually means Windows didn’t finish booting before the verification attempt.
Next step: adjust the agent’s screenshot wait time.
7. Open Configure Agent Settings for the affected machine
From the device’s menu, select Configure Agent Settings (or equivalent).
Scroll to Screenshot Verification.
8. Change Additional Wait Time
Find the Additional Wait Time option — this controls how long the system waits before attempting screenshot verification after a boot.
Recommendation: add approximately 5 minutes to start.
Don’t set this value excessively high immediately; that can cause unnecessary verification delays.
If issues persist after testing, incrementally increase (e.g., additional 5-minute steps).
9. Apply the setting change
Save or Apply the new configuration for that agent.
10. Re-run verification (two options)
Option A — Wait for the next scheduled run:
Most users simply wait; the next screenshot verification occurs at the next scheduled check (it may run during the next backup or at a configured verification time).
Option B — Run immediately:
If you want immediate results, go to Managed Recovery Points (or the verification/restore points area).
Manually trigger the verification check for that machine so the system reruns screenshot verification right away.
11. Confirm results
After the next verification completes, open the Latest screenshot or full screenshot again.
Verify the image shows a successful desktop login (no “getting devices ready” message).
If successful, the problem is resolved.
12. If the problem persists
Re-check the machine’s boot time and any log entries indicating a slow startup or pending Windows updates.
Consider increasing Additional Wait Time in small increments (e.g., another 5 minutes).
Confirm network connectivity and that the agent is fully up-to-date and online.
If you still can’t resolve it, gather: machine name, timestamp of failed verification, and screenshots, then open a support ticket with those details.
Video Transcript:
When a screenshot failure occurs, the user will typically receive a notification on their phone or by email.
In response, they should navigate to the Status section and then to BCD Status.
This area displays all dashboard appliances, including every physical unit located on-site. Here, the user can view all machines that are being backed up. If any machine has encountered a failure, using this machine as an example, the latest screenshot field will display the most recent verification image.
Hovering over the field reveals a small preview of the screenshot.
In this demonstration, it is successful. However, in a failure scenario, the image may display a message such as getting devices ready. To troubleshoot the issue, the user can log in to the device by selecting the Remote Web option.
This opens the user interface for the specific unit. Once the device is online and the interface loads, the user can locate the machine that generated the alert. They can then trigger a new screenshot to verify the issue.
Because the small preview may not clearly display error messages, the full size screenshot can be opened for better visibility and accurate assessment.
If the full screenshot displays a message like getting devices ready, it typically indicates that Windows did not have sufficient time to complete the boot process. To resolve this, the user should open Configure Agent Settings for the affected machine. They should scroll down to the Screenshot Verification section.
Here, they will find an option labeled Additional Wait Time.
This setting determines how long the system waits before attempting screenshot verification.
It is generally not recommended to set this value too high initially, as this can introduce unnecessary delays.
A reasonable approach is to begin by adding approximately five minutes of additional wait time. After adjusting the setting, the user can apply the changes.
Most users will then wait for the next scheduled screenshot to run.
Depending on the configuration, this may occur during the next backup or at a designated time later in the day, since screenshot verification can be scheduled at specific intervals.
However, for users who wish to see results immediately, there is an alternative. By navigating to managed recovery points, they can manually trigger the verification check. After updating the wait time, they can instruct the system to rerun the verification immediately, allowing them to view the updated results without delay.