Backups fail after reinstalling ShadowSnap on Windows Server 2008 / 2012 R2

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Issue

After reinstalling the ShadowSnap agent on a machine running Windows Server 2008 or 2012 R2, backups fail with the error, "Backup failed due to a problem establishing secure communications with the agent."

Environment

  • Windows Server 2008
  • Windows Server 2012 R2
  • ShadowSnap Agent

Cause

A group policy applied to the server causes services to run as the Local System User. Services started as the Local System User do not have full access to the Program Files directory as they did on initial installation.

Resolution

For servers not on a domain, apply this resolution using Local Administrator credentials instead of the domain credentials.

1. Open Run, and type services.msc.
2. Stop the following services:

  • ShadowProtect Service
  • StorageCraft Image Ready (if running, change the startup type to Manual)
  • StorageCraft Raw Agent
  • StorageCraft Shadow Copy Provider

3. Right click on the each of those four services and select Properties.
4. In the properties window select the Log On tab.
5. Change the Log on as: property from Local System Account to This Account.
6. Enter a domain administrator account for these services, or click Browse and select one.

Figure 1: ShadowProtect service properties (click to enlarge)

7. After associating all services with the domain administrator, start the services in the following sequence: 

  • StorageCraft Shadow Copy Provider
  • StorageCraft Raw Agent
  • ShadowProtect Service

8. In the Datto appliance's UI, click the Protect tab, navigate to the afflicted agent, select Configure Agent Settings, then click Repair Agent Communication.


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