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Backup failed - Access is denied. Access to the file is denied - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <ul><li>Image Location for a Backup agent is configured as a network share</li> <li>Image Location test <strong>passes</strong>, but backup fail with an error like this: -</li> </ul><blockquote class="blockquote"> <p>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</p> </blockquote> <p> </p> <h3 data-id="cause">Cause</h3> <h4 data-id="issue-1">Issue #1</h4> <ul><li>the backup agent belongs to a domain, and the "agent credential" account is a domain user</li> <li>the Image Location share is on a server or NAS device that does <strong><em>not</em> </strong>belong to the domain</li> <li>the share is <strong><em>not</em> </strong>password protected, so the image location test passes, but Acronis will still try to authenticate as the "agent credential" user </li> <li>backup fails because the Image Location server cannot authenticate the domain credentials</li> </ul><h4 data-id="issue-2">Issue #2</h4> <ul><li>backup agent and image location server belong to the same domain</li> <li>the image location is configured as a DFS path (\\<domain>\<folder>)</li> </ul><h3 data-id="resolution">Resolution</h3> <h4 data-id="issue-1-1">Issue #1</h4> <p>1) create a local user account on the Image Location server or NAS device that has full access to the share - <strong><em>the user account must have a password set</em></strong></p> <p>2) go to Image Location page </p> <p>3) select "Connect using specific credentials" option </p> <p>4) enter credentials for user account created in step 1</p> <p>5) click "set" button</p> <p>Acronis will now use the credentials of the Image Location server or NAS to authenticate to the share.</p> <p> </p> <h4 data-id="issue-2-1">Issue #2</h4> <ul><li>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>) </li> </ul><p> </p> <h3 data-id="applies-to">Applies to</h3> <p>Kaseya VSA (Backup module) - v6.5 and later</p> <p>Acronis v11.x</p> </article> </main>