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NinjaOne Backup — NinjaOne Support Escalation: When to Call & What to Bring

Audience: T1 / T2 Use when: You've exhausted DTC-side troubleshooting and need to open a NinjaOne support ticket, or you're not sure whether an issue is DTC's to fix or NinjaOne's.

DTC Scope vs. NinjaOne Scope

Before escalating, make sure you're not calling NinjaOne for something DTC owns.

Issue Who Owns It
NAS drive failing DTC — hardware
NAS credentials wrong / expired DTC — credential management
UDM blocking NinjaOne cloud endpoints DTC — network
VSS writers failing on a server DTC — Windows health
Disk space low on source volume DTC — capacity management
Lockhart service not starting (service corruption) NinjaOne Support
Error 371 (undocumented internal code) NinjaOne Support
Error 150 (backup database corruption) NinjaOne Support
Backup plan not appearing in the console after correct setup NinjaOne Support
Cloud storage not showing revisions when Lockhart says upload succeeded NinjaOne Support
Boot verification failing with no obvious Windows cause NinjaOne Support
Platform-wide outage affecting multiple sites simultaneously NinjaOne Support

How to Open a NinjaOne Support Ticket

Option 1 — In-console (preferred): NinjaOne console → ? (top right) → Support → Submit a Request

Option 2 — Email: support@ninjarmm.com

Option 3 — Phone (critical/urgent only): Check your NinjaOne partner agreement for the support line — DTC's AM can provide this.

What to Collect Before Calling

Every NinjaOne support ticket should include these. Do not call without them — support will ask for all of it.

Required every time:

  • NinjaOne Organization name
  • Device Display Name (as shown in NinjaOne)
  • Device ID (from device details page → gear icon → Device ID)
  • Backup plan type: Image or File/Folder
  • Exact error message and error code from the NinjaOne activity log
  • How long the issue has been occurring (first occurrence vs. recurring)
  • Steps DTC already attempted

For Lockhart/agent issues — also collect:

# Run on the affected device — collect this output
# 1. Service status
Get-Service | Where-Object {$_.DisplayName -like "*Lockhart*" -or $_.DisplayName -like "*NinjaOne Backup*"} |
Select DisplayName, Status, StartType

# 2. Lockhart event log entries (last 50)
Get-WinEvent -LogName Application -MaxEvents 200 |
Where-Object {$_.ProviderName -like "*Lockhart*" -or $_.Message -like "*Lockhart*"} |
Select TimeCreated, Id, LevelDisplayName, Message |
Select-Object -First 50 | Format-List

# 3. Zip Lockhart logs for attachment
$logPath = "C:\ProgramData\NinjaRMM\NinjaOneBackup\logs"
if (Test-Path $logPath) {
    Compress-Archive -Path "$logPath\*" -DestinationPath "C:\Temp\NinjaBackupLogs_$(Get-Date -Format 'yyyyMMdd_HHmm').zip" -Force
    Write-Host "Logs zipped to: C:\Temp\NinjaBackupLogs_$(Get-Date -Format 'yyyyMMdd_HHmm').zip"
} else {
    Write-Host "Log path not found: $logPath"
}

For NAS/storage issues — also collect:

  • NAS make and model (Synology DS218+, QNAP TS-253, etc.)
  • NAS firmware version
  • UNC path configured in NinjaOne (Organization → Backup → Storage Locations)
  • Screenshot of the storage location configuration in NinjaOne

What NinjaOne Support Needs to Act

Situation What They'll Ask For
Error code DTC can't resolve Lockhart logs + exact error text
Backup showing success but no revisions visible Organization name + device ID + backup plan ID
Agent won't install OS version, PowerShell version, TLS status, install logs from C:\Windows\Temp
Platform-wide issue Confirmation of the organization name + affected device count
Boot verification failing Boot verification log from NinjaOne console + device ID

NinjaOne Support Response Times (Reference)

Priority Typical Use
Critical All backups failing across an org, agent completely non-functional on a production server
High Single device with recurring failures after DTC remediation attempts
Normal Intermittent/single-occurrence errors, informational questions

For critical issues involving dental servers with no successful backup in 48+ hours: flag as Critical and loop in Nate Smith.

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