Critical backup failure: Could not update agent metadata

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Issue

When you try to start a backup for a system protected by the ShadowSnap Agent, you receive the error message, "Critical backup failure: Could not update agent metadata."

Environment

  • Datto SIRIS
  • Datto ALTO
  • ShadowSnap Agent

Cause

This is a generic error message which can appear when a backup attempt fails. The actual error message is present within the Agent Logs.

Resolution

1. In the Datto appliance's GUI, click the Protect tab, and navigate to the impacted agent's section on the Backup Agents page.
2. Click Show Backup Logs, as shown in Figure 1.
3. Click Show Agent Logs. A detailed error message relating to the backup failure will appear in the logs. Use this error message to troubleshoot the backup issue.

Figure 1: Steps to show agent logs (click to enlarge)


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