SIRIS, ALTO, and NAS: ShadowProtect / ShadowSnap Software Hangs on Installation

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Issue

The ShadowSnap or ShadowProtect MSP software hangs indefinitely on installation.

Environment

  • Datto SIRIS
  • Datto ALTO
  • Datto NAS

Cause

This issue can be caused by an installer-spawned process failing to completely execute. For example, one of the first tasks the installer invokes is regedit.exe. If the installer is unable to execute regedit.exe properly, then the installation will hang or fail.

Resolution

Monitor the Microsoft Process Explorer (external link) during the installation process to determine what the installer is actively trying to do.

Figure 1: The Microsoft Process Explorer (click to enlarge)

In the example above, the ShadowProtect installer spawned a regedit.exe process that had not finished executing. Opening regedit.exe manually from the command line gives the prompt message "Registry editing has been disabled by your administrator".

In this manner, you can determine the cause of the installation issue.


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