PowerProtect Data Manager: VMware Application Aware backups fail with Lockbox Error

Summary: The purpose of this KB is to provide a solution to an issue where the first VMware Application Aware backup fails with Lockbox errors.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

PowerProtect Data Manager (PPDM) initial Application Aware backup fails

PPDM UI job's log displays:

TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure: A lockbox path was not specified, falling back to C:\Program Files\DPSAPPS\common\lockbox.
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure: 182243:msagentcon: Error encountered while retrieving information from the lockbox 'C:\Program Files\DPSAPPS\common\lockbox\agents.clb': The instance name key is missing from the Lockbox..
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure:
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure: 181469:msagentcon: The Data Domain Boost password cannot be saved into the lockbox.
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure:
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure: Configure the certificate authorization for PowerProtect Data Manager server '<PPDM_IP_OR_FQDN>'.
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure: 181389:msagentcon:Unable to execute discovery command, error: 'Unable to update persisted settings for Data Domain host '<DD_IP_OR_FQDN>': The Data Domain Boost password cannot be saved into the lockbox.
TRACE:  [PowerProtect] MSSQLDM: MSSQLDM:configure: ', 'Unable to update persisted settings for PowerProtect Data Manager host '<PPDM_IP_OR_FQDN>': Exception 'Unable to store the ROOT_CERT to lockbox.' occurred while sending Certificate Signing Request.

 

Cause

A previous version of the Microsoft SQL Application Direct software was installed at a point in time. When it is removed from the computer, the old lockbox was left behind. The current version of the software is not able to update older lockboxes.

This issue may happen where older versions of the software were used or transitioning from Microsoft SQL Application Direct Backups to VMware Application Aware backups occurred.

 

Resolution

  1. Rename the lockbox directory

    ren  C:\Program Files\DPSAPPS\common\lockbox C:\Program Files\DPSAPPS\common\lockbox,previous

  2. Retry the backup

Note: The lockbox directory is recreated at the beginning of the next backup.

 

Affected Products

PowerProtect Software

Products

PowerProtect X400 Appliance, PowerProtect Software
Article Properties
Article Number: 000078379
Article Type: Solution
Last Modified: 07 Nov 2025
Version:  4
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