Altaro VM Backup Support Centre



Backups failing with [Windows Error 5]: Access is denied.

Last Updated: Dec 19, 2016 04:03PM CET

PROBLEM


Backups failing with either one or both of the following errors;

 


None of the backup locations configured for this VM can be connected and written to.

Cannot authenticate to the network path: \\xxxxxx\zzzzz on domain “yyy” with user “admin”

[Windows Error 5]: Access is denied.
 


The local backup folder and/or some of the files within seem to be in use by another operation, possibly a backup or restore operation from another host.

Cannot move the file:
\\xxxx\zzzzz\yyyyy\wwww\BackupData.dat
To:
\\xxxx\zzzzz\yyyyy\wwww\BackupData.dat.locked


[Windows Error 5]: Access is denied.

 

CAUSE


This error occurs when certain backup data files that Altaro would need to modify during a backup/restore are found to be in use or previously locked by a 3rd party process at the time.

 

SOLUTION


The first thing that must done to resolve this issue would be to address the Altaro Backup file that would have been “locked”.
 
  1. Navigate to the backup location and perform a quick search for the extension “.locked”.
     
  2. You will most likely find some files containing that extension; rename them to remove the “.locked” portion of the file name.



     
     
  3. Once that’s done perform a manual backup of the Virtual Machine to confirm that the issue has been resolved.


Should the manual or subsequent backups also fail with the same errors, then the source of this issue must be addressed.
 

Please make sure the following processes are not locking up Altaro backup data:
 
  • Any file level scanning software, especially an Antivirus automatic scan of the Backup Location.

     
  • Make sure Offline Caching is Disabled if the backup location is a Windows Share.



 
  • Make sure Opportunity Locks are disabled if the backup location is a NAS Share. 






And lastly please ensure you are running the latest build of Altaro VM Backup.
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