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Backup Job Fails with "Error e0010021: Internal error. - Job processing failure" Because the Run As User Is Rejected

If a backup job that runs as a specific user fails with an internal error and backs up 0 files, Windows is likely rejecting that user. This guide shows how to check and correct the Run As credentials.

Applies to: NovaBACKUP 22 PC Agent and Server Agent, for backup jobs and Management Console policies whose Run As setting is a specific user.

If a backup job fails with an internal error and backs up nothing, check the user account the job runs as. This article explains how to find out whether Windows rejects that account and how to fix the job.

Symptom

  • The backup job ends with this error, and the log shows no other details:
    Error e0010021: Internal error. - Job processing failure
  • The job backs up 0 files.
  • The job can run for a while before it fails. With a large cloud backup, this can take 20 to 30 minutes, because NovaBACKUP first checks the existing backup data on the device.
  • Other backup jobs on the same computer may still complete successfully, typically the ones that run as the Logged in user.

Cause

When a job is set to run as a specific user, NovaBACKUP logs that user on to Windows to start the backup. If Windows rejects the logon, the job stops with the internal error above. Windows rejects the logon in these cases:

  • The password is no longer valid. The password was changed or has expired, and the job still has the old one.
  • The account cannot sign in. The account is disabled, locked out, or has expired.
  • The domain is missing. The job uses a domain account but no domain is entered, so Windows looks for the account only among the computer's local accounts.
  • The account does not have the "Log on as a batch job" right. NovaBACKUP 22 starts the backup engine with a batch logon. Domain controllers and servers hardened with a security baseline often limit this right to a few groups.

Note: A job that ran fine on NovaBACKUP 21 can start failing after the upgrade to version 22 for the last two reasons, because version 22 handles a missing domain differently and uses a batch logon.

Solution

Step 1: Check the Run As credentials

  1. Open the backup job settings and go to the Run as tab.
    • In the Management Console, open the backup policy and go to the Run As tab.
  2. Enter the password of the Run As user again.
  3. Click Check Credentials.

If the check fails, continue with Step 2. If the check succeeds, continue with Step 3.

Step 2: Correct the user name, domain, and password

  1. Confirm with your Windows or Active Directory administrator that the account is enabled, not locked out, and that you have its current password.
  2. On the Run as tab, enter the account with its domain:
    • In NovaBACKUP, enter the user name as DOMAIN\UserName, for example CORP\backupadmin.
    • In the Management Console, fill in Domain Name, User Name, and Password.
    • For a local account on the backup computer, use the computer name as the domain.
  3. Click Check Credentials and confirm that the check succeeds.
  4. Save the job or policy. In the Management Console, make sure the updated policy is sent to the agent.

Step 3: Check the "Log on as a batch job" right

Use this step if Check Credentials succeeds but the job still fails. The check confirms the user name and password, but not the "Log on as a batch job" right.

  1. On the computer that runs the backup, open Event Viewer and navigate to Windows Logs > Security.
  2. Click Filter Current Log and enter 4625 as the event ID.
  3. Look for an event for the Run As user at the time the job failed, with Logon Type 4. A Status of 0xC000015B means the account does not have the "Log on as a batch job" right.
  4. Open Group Policy Management and edit the policy that applies to the computer. For a domain controller, this is usually the Default Domain Controllers Policy. For a computer that is not in a domain, open secpol.msc instead.
  5. Navigate to Computer Configuration > Policies > Windows Settings > Security Settings > Local Policies > User Rights Assignment.
  6. Open Log on as a batch job and add the Run As user, or a group the user belongs to.
  7. Open Deny log on as a batch job and make sure that neither the user nor any of its groups is listed.
  8. On the computer that runs the backup, open a Command Prompt as administrator and run gpupdate /force.

Note: Windows records failed logons by default, but a Group Policy can turn this auditing off. If you find no event, check the policy settings anyway.

Alternative: Run the job as the logged-in user

If the job does not need a specific account, open the Run as tab, select Logged in user, and save the job or policy.

Note: With Logged in user, the job uses the account of the user who is signed in when it starts. Scheduled jobs that start when nobody is signed in use the NovaBACKUP service account, which can read all local drives. If the job backs up network shares, make sure their credentials are stored for the device or share.

Step 4: Test the job

  1. Run the backup job manually.
  2. Confirm that it completes and that the log lists the files it backed up.

Best practices

  • Use a dedicated backup account, and update the Run As password in every job and policy whenever the account's password changes.
  • Always enter the domain for a domain account.
  • Add the backup account to the "Log on as a batch job" policy explicitly, so later Group Policy changes do not remove the right.
  • After upgrading NovaBACKUP or changing a password, check the next scheduled run of every job that uses a specific Run As user.

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