Backups failing - VSS error with event ID 8230 logged in the agent's Application log. (4039532)

Backups failing - VSS error with event ID 8230 logged in the agent's Application log.

Backups for a specific agent are failing and VSS errors with event ID 8230 are logged in the agent's Application log.

The events may show the following in the Description:

 "Volume Shadow Copy Service error: Failed resolving account AppassureService with status 1376. Check connection to domain controller and VssAccessControl registry key. Operation: Gather writers' status Executing Asynchronous Operation Context: Current State: GatherWriterStatus Error-specific details: Error: NetLocalGroupGetMemebers(AppassureService), 0x80070560, The specified local group does not exist. "

The root cause for the errors can be various reasons and three likely scenarios have been identified below. They all revolve around the account specified in this registry key on the agent - HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VSS\VssAccessControl.

1. An account with admin rights on the machine needs to be specified in the registry.
2. The account specified cannot be resolved in Active Directory if the account has been deleted.
3. The account specified in the registry has been entered in the wrong format. Example: CONTOSO\\Administrator versus the correct format being CONTOSO\Administrator.

Windows Registry Disclaimer:

Quest does not provide support for problems that arise from improper modification of the registry. The Windows registry contains information critical to your computer and applications. Make sure you back up the registry before modifying it. For more information on the Windows Registry Editor and how to back up and restore it, refer to Microsoft Article ID 256986 “Description of the Microsoft Windows registry” at Microsoft Support.

To fix these errors please follow the steps below.

1. Open the agent's registry editor.
2. Navigate to this registry key - HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\VSS\VssAccessControl.
3. Edit or delete the DWORD32 key with the user account name being referenced in errors with event ID 8230.
4. When editing the user name, confirm the domain user account is entered in this format - CONTOSO\Administrator. Where CONTOSO is the domain name and Administrator is the account name.
5. Close the registry editor.
6. Restart the agent OS and attempt a backup by forcing a snapshot from the AppAssure core console.