Problem
- Image Location for a Backup agent is configured as a network share
- Image Location test passes, but backup fail with an error like this: -
Backup failed - ProtectCommand: Failed to execute the command. EnsureBackupInvariantsCommand: Failed to prepare the location for the backup archive. Access is denied. Failed to retrieve information about file '\\<server>\<folder>\<agentguid>\VolBackup\<set name>'. Access is denied. Access to the file is denied. Logon failure: unknown user name or bad password
Cause
Issue #1
- the backup agent belongs to a domain, and the "agent credential" account is a domain user
- the Image Location share is on a server or NAS device that does not belong to the domain
- the share is not password protected, so the image location test passes, but Acronis will still try to authenticate as the "agent credential" user
- backup fails because the Image Location server cannot authenticate the domain credentials
Issue #2
- backup agent and image location server belong to the same domain
- the image location is configured as a DFS path (\\<domain>\<folder>)
Resolution
Issue #1
1) create a local user account on the Image Location server or NAS device that has full access to the share - the user account must have a password set
2) go to Image Location page
3) select "Connect using specific credentials" option
4) enter credentials for user account created in step 1
5) click "set" button
Acronis will now use the credentials of the Image Location server or NAS to authenticate to the share.
Issue #2
- change the Image Location path to use the host name or IP address of the server hosting the share (e.g. \\<server>\<folder>) instead of the DFS path (\\<domain>\<folder>)
Applies to
Kaseya VSA (Backup module) - v6.5 and later
Acronis v11.x