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Scheduled backups work, but manual backups and upgrades fail

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We've come across a few customers who can successfully perform Automatic Backups, but manual backups are failing - which is also required for the In-Place Upgrade feature.

The error they generally receive is:

- Stopping Passwordstate Windows Service.....
- Compressing and backing up web files.....
- Upgrade error detected - Object reference not set to an instance of an object.

The difference between the manual and automatic backups is the manual backups try to stop and start the Passwordstate Windows Service, whereas the automatic backup doesn't do this is because it's the Windows Service performing the automatic backups.

The following has helped a few customers with this issue, who had to assign additional rights on the web server for their backup account as a group policy setting was restricting which domain accounts could use the following setting. The following was required:

Open a command prompt as Admin

  • Type in secpol.msc /s
  • Select "Local Policies" in MSC snap in
  • Select "User Rights Assignment"
  • Right click on "Log on as batch job" and select Properties
  • Click "Add User or Group", and include the relevant user account

 

Something else you check which another customer run into was their local 'Administrators Group' had been granted the "Deny Logon as a batch job", which overwrote the security policy setting above.

 

Looking in the Security Event Log on the web server may also provide some additional information for why this wouldn't work. 

 

Regards
Click Studios

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Please add this to the user manual. I'm using different AD accounts for the service and backups... this took me hours to find. The errors generated by the log are not helpful at all

 

Quote
3/22/2020 7:58:24 PM Manual Backup Error executing Manual Backup. Error data = Restarting Windows Service Failed. Please check the account you've specified has appropriate access rights to restart the Passwordstate Windows Service. event-error.png Error
3/22/2020 7:58:24 PM Manual Backup Stopping Passwordstate Windows Service event-information.png Information
3/22/2020 7:58:24 PM Manual Backup Starting Manual Backup on Web Server 'FS01'.

 

I couldn't get the test permissions button on the backup settings page to work either... infuriating error message had nothing to do with the actual issue.

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Hello thoward,

 

This information is in our manuals for version 8, but possibly not for version 7 - which is the forum you've responded to.

We have this documentated in the Security Administrators manual, under the section Backups and Upgrades.

Regards

Click Studios

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