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Backup "verify install" fails due to invalid Windows temp folder

Problem

  • Backup agent install completes but Backup > Install/Remove page shows "verify failed".
  • Kaseya Agent service log (by default, c:\program files(x86)\kaseya\<server GUD>\agentmon.log) on target machine has "GetTempFileName() failed" error shown below

2015/03/04 14:48:33.492 [cbb0]: runProcessAsUser: user=kadministrator, domain=, appName="C:\Windows\system32\cmd.exe", cmdLine=""C:\Windows\system32\cmd.exe"...", flag=0x1, timeout=7200
2015/03/04 14:48:41.914 [240d0]: GetTempFileName() failed. Code 267

Cause

  • Windows is configured with invalid temp folder, or Kaseya "agent credential" user does not have permissions to the configured folder

 

Resolution

1) log onto the agent machine as the "agent credential" user (as configured on Agent > Set Credential page)

2) go to System Properties > Advanced tab > Environment Variables

3) locate TEMP value under "System Variables"

All_Notebooks_-_nirajandps_gmail.com_-_Evernote_20150304_16-11-46.jpg

 

4) ensure the value is a valid folder path, and test browsing to it from Windows Explorer in case there is a permission problem

All_Notebooks_-_nirajandps_gmail.com_-_Evernote_20150304_16-18-12.jpg

5) edit the TEMP path in the "System variables" list in System Properties to something where the "agent credential" user will have full permission or grant full access to the existing folder

6) attempt to "verify" the installation again

 

Further Investigation

If the issue persists, ensure that "Acronis Manage Machine service" is running and provide below logs to support when creating ticket: -

  • from agent install directory (by default, c:\program files(x86)\kaseya\<server GUID>)
    • agentmon.log
    • kdllhost.log
  • archive (zip) of this directory
    • Windows XP/2003 - c:\Documents and Settings\All Users\Application Data\Kaseya\Log\
    • Windows Vista/2008 and later - C:\ProgramData\Kaseya\Log
  • all the logs referenced in this article

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Backup process fails because of missing .NET dependency

Applies to

Kaseya VSA (Backup module) - all versions

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