When you try to start a backup for a system protected by a Datto SIRIS (virtual or physical) or a Datto ALTO XL appliance, you receive the error message, "Backup failed because backup image files have not been decrypted."
In legacy versions of the Datto IRIS environment, this error message could present as "Backup failed because this encrypted agent's master key is unavailable" and "Critical backup failure: No cached master key on hand for agent."
- Datto SIRIS
- Datto ALTO XL
- Datto Windows Agent
- Datto Linux Agent
- Datto Mac Agent
- Agentless Backups
This error is a result of encrypted agents remaining sealed after a reboot of the Datto appliance.
1. Access the Datto appliance.
2. Navigate to the Protect page. Sealed agents will display the notification shown in Figure 1.
3. Select the Decrypt now box for the impacted agent, and enter its encryption passphrase when prompted.
4. Attempt the backup again.