SIRIS, ALTO, and NAS: Backups fail after reinstalling ShadowSnap on Windows Server 2008 / 2012 R2



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."


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


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.


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
These services apply only to the Datto ShadowSnap agent, Click here for a description of the services associated with the Datto Windows Agent.

3. Right-click on each of those 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.

Was this article helpful?

6 out of 11 found this helpful

You must sign in before voting on this article.

Want to talk about it? Have a feature request?

Head on over to our Datto Community Forum or the Datto Community Online.

For more Business Management resources, see the Datto RMM Online Help and the Autotask PSA Online Help .

Still have questions? Get live help.

Datto Homepage