Software Conflicts with Rapid Recovery (4035292)

Rapid Recovery is able to detect software products that may cause a conflict.

Should Rapid Recovery detect any incompatible drivers, the following message will appear.

“Rapid Recovery has detected the presence of incompatible product on AgentName. Some customers have experienced configuration difficulties between this software and Rapid Recovery, preventing backups or causing incorrect behavior.”

Note: The message is a warning that an issue may occur because of this conflict.

In many cases, other software products install storage filter drivers that may interfere with the data flow between Rapid Recovery and the agent.

Some software products may occasionally affect the Rapid Recovery services which may result in the following symptoms:

• Agent is unable to take a base image
• Core Service crash 
• Failed Rollup
• Unable to mount Repository

The following have been observed to conflict with Rapid Recovery:

• Acronis Data Protection Software
• Backup Exec
• Bit9 Security Platform
• CommVault
• Carbon Black
• Kaspersky Anti-Virus
• McAfee Security
• SafeNet ProtectFile
• Sentinel One
• Symantec Endpoint Protection
• Trend Micro
• Microsoft 365 Defender

The following list details different folders you should exclude from your antivirus protection.

NOTE: These exclusions will not prevent the message from displaying, but rather assist with preventing some of the issues that may occur.

For Anti-Virus Software

• C:\Program Files\AppRecovery
• X:\System Volume Information (replace X with the drive letter of each protected volume)
• C:\ProgramData\AppRecovery
• C:\ProgramData\AppRecoveryInstallerCache
• C:\Windows\System32\drivers

NOTE: If problems are experienced with the installation, repair, or starting the Core Console, you may need to exclude the %temp% folder as well.

If you are not experiencing any issues and you would like to disable the warning, complete the following steps:

Rapid Recovery 6.x

1. Select the More icon.
2. Select Notifications and then click the gear icon next to Default under Notification Groups.
3. Under the Enable Alerts tab, expand the Group, then Protection | Transfer.
4. In the Edit Notification Group window, deselect Data Protection | Rapid Recovery has detected an incompatible product on Agent.

SafeNet ProtectFile:

Rapid Recovery is unable to protect servers with SafeNet ProtectFile installed. This is due to a low level incompatibility between the two products.