Error: Backup failed because of a problem with making a backup request to the agent

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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, "Backup failed because of a problem with making a backup request to the agent."

In legacy versions of the Datto IRIS environment, this error message was, "Backup failed as job (400 : Bad Request) was unable to be assigned."

Environment

  • ShadowSnap Agent

Cause

  • The ShadowProtect, StorageCraft ShadowCopy Provider, or StorageCraft Raw Agent service are not in a Running state.
  • The ShadowSnap key file failed to create due to an interruption during the initial ShadowSnap Agent and the Datto appliance pairing.
  • The ShadowSnap Agent and the Datto Appliance cannot communicate over TCP ports 25566 and 139.
  • The server's local DNS is unable to resolve activate.storagecraft.com.
  • The ShadowProtect license is expired due to un-installation and re-installation of ShadowProtect.
  • Volume Level Backup Control has excluded all volumes from the backup process.

Resolution

If agents take constant full backups or differential merges at random intervals, or encounter intermittent 401, 500, or VSS writer errors, the network may have multiple Datto appliances attempting simultaneous backup attempts.

Datto does not recommend protecting a production system with more than one Datto appliance at the same time. Even if they have different scheduled backup times, both systems cannot work in tandem with each other, because they both store information in the same location on the protected server with the same naming schemes, and will overwrite each others' changes to those files.

Check & Restart Agent Services

1. Verify that the following services are Running in services.msc:

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

If the StorageCraft ImageReady service is Running, stop it. Then, right-click the service and go to Properties. Change the Startup Type to Manual.

2. Open task manager, and end the processes of any instances of the following services:

  • raw_agent_svc.exe
  • ShadowProtect.exe
  • ShadowProtectSvc.exe
  • vsnapvss.exe

3. Restart the services through the services.msc console.

Check Network & Proxy Settings

1. Ensure that all local/edge hardware or software have the proper exceptions configured. Depending on the software/hardware, you will need the following information:

  • Website: activate.storagecraft.com
  • IP address: 198.135.233.13
  • Local Service: ShadowProtectSvc.exe

2. To view configured proxy settings in Windows, use one of the following commands from a Command Prompt:

  • Proxycfg.exe: Proxycfg.exe
  • Netsh.exe: Netsh winhttp show proxy (with Vista / Server 2008 or newer)

3. The following commands will reset the Windows proxy settings to Direct, removing any configured proxies:

  • Proxycfg.exe: Proxycfg.exe –d
  • Netsh.exe: Netsh winhttp reset proxy (with Vista / Server 2008 or newer)

4. Check the Windows Firewall or any Antivirus software to verify that exceptions exist for the ShadowSnap application and TCP ports 25566 and 139.

Check the License Status

1. Open the StorageCraft ShadowProtect program and check the License status:

Figure 1: An active license (click to enlarge)

The License should be Active.

  • If it is Expired, follow the steps in the Repair Agent Communications section of this article to repair the agent with your Datto appliance. The ShadowProtect software will automatically attempt to reprovision its license during this process.
  • If it is Disconnected, retry the steps for restarting the services for ShadowProtect and ShadowSnap. Ensure that the ShadowProtect software is 5.0.x.

Check for Job Already in Progress

The agent may think a backup job is already running. To resolve this, rename the database where the job state is residing:

  1. Open services.msc, and stop the StorageCraft Raw Agent service.
  2. Navigate to C:\Program Files (x86)\StorageCraft\ShadowProtect\ShadowSnap.
  3. Find the endptconfig.sqlite3 file. Append .old to the end of the filename.
  4. Restart the StorageCraft Raw Agent service.
  5. Repair agent communications on the device, and attempt another backup job.

Verify Agent Settings

The following troubleshooting steps involve modifying the agent settings on the Datto appliance. To navigate to an agent's settings:

1. Access the Datto appliance's GUI
2. Click the Protect tab.

Figure 2: The Protect tab (click to enlarge)

3. Click the affected agent's Configure Agent Settings link.

Figure 3: Configure Agent Settings (click to enlarge)

Repair Agent Communications

3. Click the Repair Agent Communications button to recreate the secure key pair between the agent on the device, as shown in Figure 4. If this fails, the following are possible causes:

  • The IP address or host of the agent is unreachable. If they changed, you can rename the IP address or host.
  • One or more of the ShadowSnap services are not running.
  • The ShadowProtect license is expired or disconnected.
  • Communication between the Datto appliance and the agent is filtered or blocked.

Figure 4: Repair Agent Communications (click to enlarge)

Verifying Excluded Volumes

If Volume Level Backup Control excludes all volumes from the backup process, the backup will fail. Verify that at least one volume is active. In Figure 5, Volume Level Backup Control has both volumes as part of the backup process.

Figure 5: Volume Level Backup Control (click to enlarge)

If you have attempted all troubleshooting steps described in this article and are still experiencing backup failures, contact Datto Technical Support for further assistance.

Additional Resources


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