If your backup fails with "Failed to retrieve Disk Safe encryption key from agent" error message, this means the backup server is not able to retrieve the encryption key from the backup agent installed on your server. This issue normally happens when you enable encryption when creating your disk safe.
To resolve the problem, please login to your Online Backup Portal and go to Settings > Disk Safe > under your disk safe, click on the "Actions" button and select "Edit Disk Safe". Go to "Data Settings" tab and then click on the "Send key to Agent" button. Key in the pass-phrase when required. This will sync the encryption key that the backup server has with the agent.
After the process is completed, try to run the backup again.
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