SIRIS, ALTO and NAS: Final error (-5 Access is denied.)



When you attempt to start a backup using the ShadowSnap backup agent, you receive the error message: "Final error (-5 Access is denied.)


  • ShadowSnap Agent


  • The error code -5 is an official Microsoft System Error Code for "Access is denied."
  • Typically this error occurs with the ShadowSnap agent when the StorageCraft process "sbrun" does not have permissions to the raw file.
  • It can also result from the incorrect version of ShadowProtect installed on the device.
  • Webroot Antivirus (external link) has been known to cause this error message.


  • Ensure that the ShadowProtect Service, StorageCraft Raw Agent Service, and StorageCraft Shadow Copy Provider services are still set to Log On As Local System in services.msc.
    • If the issue persists, allow the services to log in as a Domain Administrator. Follow the steps in this article to ensure the account you use has proper domain permissions. 
  • If you haven't done so already, ensure that the correct version of ShadowProtect is installed.
  • If your environment uses Webroot Antivirus, add exceptions to the program for the following services:
    • ShadowProtect Servic
    • StorageCraft Raw Agent Service
    • StorageCraft Shadow Copy Provider
  • If Webroot is centrally-managed, be sure to push the exception to all clients before testing.


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