Ask the Community
Groups
Backup failed as the image location was not available - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem">Problem</h3> <ul><li>Backups fail with error message "Backup failed as the image location \\<server>\<folder>was not available"</li> <li>Image location test fails</li> </ul><p> </p> <h3 data-id="cause">Cause</h3> <p>The backup process is unable to write to the Image Location</p> <p> </p> <h3 data-id="resolution">Resolution</h3> <p>Proceed as follows to isolate the issue: -</p> <p>1) log onto the agent machine as the "agent credential" user (as configured on <em>Agent > Manage Agents</em> page, <em>Credentials</em> menu)</p> <p>2) open command shell (cmd.exe) and run the following: -</p> <blockquote class="blockquote"> <p>dir "\\<server>\<folder>" /s</p> <p>echo Passed > "\\<server>\<folder>\test.txt"</p> <p>copy "\\<server>\<folder>\test.txt" "c:\kworking\test.txt"</p> </blockquote> <p>(replace \\<server>\<folder> with actual image location path)</p> <p>If any of the above commands fail, troubleshoot further on the Windows side, depending on the error message returned.</p> <p>If they are successful: -</p> <p>3) check connection logs on the NAS device to ensure that the connection was authenticated as the "agent credential" user when the above tests were done (if the share is on a Windows server, this information will be in the Security event log). If not, there may be credentials cached in the Windows desktop session.</p> <p><img src="/attachments/token/iCn7FrdnbpSikp9al2RgDSBMO/?name=2015-02-12+15_43_25-JOWckwhbG2vjE933moOY7k5z5+%281503%EF%BF%BD749%29.png" alt="2015-02-12_15_43_25-JOWckwhbG2vjE933moOY7k5z5__1503_749_.png" width="860" height="460" class="embedImage-img importedEmbed-img"></img></p> <p>4) try to run another backup, and check the connection logs again to find out if authentication using the agent credential has failed</p> <p>5) If the customer is using a NAS as the Image Location, then please confirm if a firmware upgrade has been recently applied as there has been instances where a new firmware update has caused connectivity issues. This issue has also been fixed by upgrading the firmware on the NAS if it has not been updated recently. </p> <h3 data-id="applies-to">Applies to</h3> <p>Kaseya VSA (Backup module) - all versions</p> </article> </main>