SIRIS, ALTO, and NAS: ShadowSnap Agent: "Critical backup failure: Could not update agent metadata" on backup attempt

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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 search the Datto Knowledge Base for articles related to the actual backup issue and troubleshoot it.
4. If you do not see any error information in the logs, and the issue described in this article is continuing, contact Datto Technical Support for assistance.

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


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