SPM0910 Critical Backup Error
Scope
This article covers the SPM0910 Critical Backup error, which may show up when there is a problem with screenshot verification. This is normally reported every hour, and can result from misconfigured agent settings, or a problem with the screenshot schedule.
Cause
This error may be caused by misconfigured screenshot schedule settings.
Procedure
Follow these steps to correct the problem:
Screenshot Error Threshold
Log into the web interface for the device.
Click on the Protect tab.
Figure 1 - Remote Web menu bar
Click on Configure Agent Settings for one of your protected machines.
Figure 2 - Configure Agent Settings link
In the Agent Settings screen, look on the left side of the screen, and find the Reporting & Alerting section. Click on the Screenshot Verification link. You will see the Screenshot section as shown in Figure 3.
Figure 3 - Screenshot Verification Settings
As you can see in Figure 3, the screenshot verification schedule is set to once per day. The Screenshot Has Not Occurred Notification is set to 25 hours. This gives the device an extra hour window in which the screenshot can occur without error. In this scenario, if you set the error threshold to less than 24 hours, you will receive a screenshot error notification. If this is the case for your settings, change the screenshot verification schedule and the error alerting schedule, so that you do not receive these errors.
Please note that Datto devices take screenshots one agent at a time, and will not generate a screenshot on days that they are not scheduled to perform a backup. This factor should be taken into consideration when scheduling alerts.
Once this is set, you can hit Apply to All to apply these settings for all of the machines protected by this device.
Advanced Alerting
If changing your Screenshot Verification threshold does not solve the problem, you can try to change your Advanced Alerting settings. Using this feature, you will only get a single alert email for all of the alerts generated within a 24 hour period.
In order to enable this:
Log into the web interface for your Datto appliance.
Go to the Configure tab, and choose Device Settings.
Figure 4 - Configure Device Settings
Scroll down to find the Advanced Alerting Option, and click Enable Advanced Alerting.
Figure 5 - Advanced Alerting Option
Once this is enabled, allow 24 hours to verify that it is working.
Contact Support
In the event neither of these settings resolve the problem, reach out to technical support for further assistance.
