Error: Backup failed due to unknown error in the agent software (BK006)

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Issue

When you try to start a backup for a system protected by the ShadowSnap agent, you receive the error message, "Backup failed due to unknown error in the agent software."

In legacy versions of the Datto IRIS environment, this error message was "Errno 4 Interrupted Function Call."

Environment

  • ShadowSnap Agent

Cause

  • "Backup failed due to unknown error in the agent software" is a ShadowSnap error which signifies an old or corrupted installation of ShadowSnap.

Resolution

  1. Make sure the ShadowSnap agent meets all setup and compatibility requirements.
  2. Reinstall the ShadowSnap software using this article.
  3. In the device UI, force a differential merge.
  4. Take a new backup.

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