SIRIS, ALTO, and NAS: Error: "Unable to start backup because agent service is stopped"

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Issue

When attempting a backup using the ShadowSnap Agent, you receive the error, "Unable to start backup because agent service is stopped."

Environment

  • ShadowSnap Agent

Cause

There is a problem with the ShadowSnap agent services on the protected agent. Common causes include:

  • One or more of the following services are not running on the protected machine:
    • StorageCraft Raw Agent
    • StorageCraft ShadowCopy Provider
    • ShadowProtect Service
  • You have not rebooted the protected machine since the original ShadowSnap installation.
  • TCP port 25566 is blocking communication between the ShadowSnap agent service and the Datto device.

Resolution

1. Open ShadowProtect on your protected machine and verify that the license status in the lower-left corner of the ShadowProtect screen shows as active. 

Figure 1: License status

2. Stop these three services, beginning with the Raw Agent service, then start them again:

  • StorageCraft Raw Agent
  • StorageCraft ShadowCopy Provider
  • ShadowProtect Service

3. Repair agent communications on the Datto device.

4. If you have not rebooted the protected machine since ShadowSnap was installed, reboot the machine before beginning your next backup.

5. If the error persists, verify that TCP port 25566 between the Datto device and the protected machine is open. The StorageCraft Raw Agent service will listen on port 25566 by default.  Ensure that no other services are attempting to listen on that port.

If the StorageCraft Raw Agent service stops during or right after a backup, Antivirus software running on the system may be interfering with the backup process. To prevent this, create a whitelist exclusion in your anti-virus software for the entire StorageCraft folder. Add the following path to your exclusion list:

C:\Program Files (x86)\StorageCraft

6. If none of the above steps resolve the issue, contact Datto Technical Support.


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