SIRIS, ALTO, and NAS: "BK028: ShadowSnap Agent cannot pair to this device. A previous backup chain from another agent type exists for this system."

Follow

Issue

When attempting to protect a system with your Datto appliance, you see the error message, "BK028: ShadowSnap Agent cannot pair to this device. A previous backup chain from another agent type exists for this system."

Environment

  • Datto SIRIS
  • Datto ALTO
  • ShadowSnap Agent

Cause

  • You are attempting to pair a system protected by the ShadowSnap Agent to a Datto appliance where a backup chain generated by the Datto Windows Agent already exists for the host.

Resolution

Agent software is only compatible with backup chains created by its agent type. The Datto Windows Agent and the ShadowSnap agent cannot pair with different backup chains. To resolve this issue:

To continue the existing backup chain

1. Install the type of agent software on the protected machine which matches the agent software the generated the backup chain.

2. Repair agent communications for the protected system, and attempt a backup again.

To start a new backup chain

1. Archive the existing backup chain for the protected system.

2. Attempt to protect the system again.

Additional Resources


Was this article helpful?

0 out of 0 found this helpful

You must sign in before voting on this article.

Want to talk about it? Head on over to our Community Forum!