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Unable to retrieve file system information error

Not applicable
I've installed and tested the communications successfully, did a tracert but I'm getting the following error when I try to configure the backups:

Unable to retrieve file system information. The agent or the system queried may not be running.

Is there anything else I need to look at?

Thanks in advance,


Level 3
On your machine that is running Online Backup Agent go into services and find the following:
Symantec Protection Network Backup Agent
Symantec Protection Network Communications Manager
Symantec Protection Network Platform Agent Administrator
Please make sure that these services are started and check event viewer to make sure their are no issues with these services. If they are already started, then please restart them.  If this doesn't successfully resolve your issue then please use the following command. This will collect all the log files for the SPN Agent and roll it up into a CAB file. Then e-mail this to and we will take a look at it to figure out what exactly is the issue.

Create a new directory on your “C” Drive called “SPN” and then run the following command from the “Run” menu.  “C:\Program Files\Symantec Protection Network\BackupAgent\bautil.exe” –diag c:\spn



Brad Thornbury

Security Infrastructure Administrator

Symantec Protection Network (SaaS)