In order to do the chain validation, OBM (Axcient Online Backup Manager) requires access to the image.exe program provided with ShadowProtect and ShadowProtect SPX. In this particular case OBM did not find the tool, but since the output is wrong OBM interprets it as a broken chain.
The primary and preferred method for OBM to find the tool is to look at the registry entries for the service that is installed with SP or SPX. Since the service information contains the path to an exe in the same folder as the image tool, OBM can use that path to find the tool. In this case, OBM finds the main registry key for the service but the supporting values are missing.
The next step is to fail over and see if it's somewhere along the system path. The version of the image.exe tool on that machine requires a supporting dll; sbimageapi.dll. If a dll is in the same folder as the exe, it will automatically find it. So when you executed the tool from the program directory, it ran a copy of the tool in the same directory and was able to find the supporting dll. When we ran it from a fresh command prompt when we weren't in the folder, it apparently found a second copy of image.exe somewhere along the path. However that one did not have access to the required dll and so OBM get the error.
In order to fix this system, we need to deal with both issues. How we deal with them depends on their method of setting up the machine.
The preferred method is to install SP or SPX correctly and then everything happens automatically. To fix this we need to:
- Find the extra image.exe and delete it.
- Repair or reinstall SP/SPX so the service is set up correctly. If the partner doesn't want the service to actually run, they can disable it from the service manager. This is what it should look like for SP. SPX uses a different service but the idea is the same. The machine in question apparently has only the ShadowProtectSvc key and nothing under it.
The second method is discourages because it requires manual configuration. This is the case where you don't have SP/SPX installed and simply provide the tool in the path. In fact the only reason to use this is to support data center operations. To fix this case you need to:
- Find the local copy of image.exe and add the supporting dll(s).
- Completely remove the instance of SP so that the service registry entry is entirely gone.