NetBak PC Agent/HDP PC Agent stuck on "Loading Screen"

German
1

Hi Agents are stuck on the loading screen. This happens with both QNAPNetBakPCAgent-1.2.6.920 and QNAP_HDP_PC_Agent-1.3.1.1184.

In the logs I see the following

Token does not have a kid. Keys tried: '[PII of type 'System.Text.StringBuilder' is hidden. For more details, see https://aka.ms/IdentityModel/PII.]'. Number of keys in TokenValidationParameters: '1'. 
Number of keys in Configuration: '0'. 

2026-01-29 19:55:02.693 [INF] Authorization failed. These requirements were not met:
RolesAuthorizationRequirement:User.IsInRole must be true for one of the following roles: (Refresh)
2026-01-29 19:55:02.693 [INF] AuthenticationScheme: Bearer was challenged.

Screenshot 2026-01-29 175853
Screenshot 2026-01-29 175853710Ă—493 77 KB

2

I set up a test system. During the installation of the HDP PC Agent and the initial startup, the following services are installed:

Get-Service -Name QNAP* | ft -AutoSize

Status  Name                 DisplayName
------  ----                 -----------
Running QNAP_HDP_Agent       QNAP HDP Agent
Running QNAP_HDP_FD          QNAP HDP Backup Service
Running QNAP_NetBak_PC_Agent QNAP NetBak PC Agent

Whereas on the respective system, the services QNAP HDP Backup Service and QNAP HDP Agent are not installed.

Get-Service -Name qnap* | ft -AutoSize

Status  Name                 DisplayName
------  ----                 -----------
Running QNAP_NetBak_PC_Agent QNAP NetBak PC Agent
3

I would just open a ticket, I don’t think too many people will use HDP.

4

–German translation added by Dolbyman–

Wenn ich das Problem richtig verstanden habe, wĂĽrde ich die App deinstallieren, das System neu starten und sie anschlieĂźend auf dem System, auf dem die Dienste nicht mehr angezeigt werden, erneut installieren.

Auch auf meinem Desktop werden mir drei Dienste angezeigt.

image
image766Ă—192 3.81 KB

Möglicherweise musst du dich mit dem NAS verbinden und einen Auftrag einrichten, bevor alle Dienste installiert werden. Ich vermute, dass die Daten erst nach der Verbindung mit der HDP-App auf das NAS heruntergeladen werden.

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if i understood the issue correctly, i would uninstall the app, reboot and reinstall it on the system not showing the same services.

I also get three services when i check on my desktop

image
image766Ă—192 3.81 KB

Also you may need to connect to the NAS and setup a job before all services get setup. I think it downloads bits only after connecting to HDP app on the nas.

5

Please remember that this is the German subforum

====

Please remember that this is the German subforum

1 Like
6

@marcoi & @dolbyman thank you very much for your feedback!

I’ve already tried various uninstallations and reinstallations and also restarted, but unfortunately that didn’t help. As I already wrote, everything ran smoothly in the Windows 11 test VM, but not on my Windows 11 workstation. I opened a ticket with QNAP. At first, they just pointed out that there must be a C:\\Windows\\System32\\WindowsPowerShell\\v1.0\\powershell.exe and I should check if AppLocker, WDAC, or EDR or similar is preventing the launch. But none of that was the case.

PowerShell Scriptblock Logging also didn’t provide any clues. I did some further research, but pktmon didn’t give me any hints either. In procmon, I saw that NetBackup tries to open WindowsPowerShell components under C:\\Program Files\\QNAP\\NetBakPCAgent\\Temp, but it doesn’t work. I can’t really make sense of it. WindowsPowerShell is properly installed.

I then pulled another report with C:\\Program Files\\QNAP\\NetBakPCAgent\\report.bat and found the following error in the report in UI\\t0rsten\\logs\\main.log

[2026-02-03 18:49:05.953] [info] Exception in electron indx Error: spawn C:\\WINDOWS\\system32\\powershell ENOENT
    at ChildProcess._handle.onexit (node:internal/child_process:283:19)
    at onErrorNT (node:internal/child_process:476:16)
    at process.processTicksAndRejections (node:internal/process/task_queues:82:21)

But WindowsPowerShell is located at C:\\Windows\\System32\\WindowsPowerShell\\v1.0\\powershell.exe

Environment variables were all correct, even compared to the test VM. My workaround was now a symbolic link

mklink "C:\\Windows\\System32\\powershell.exe" "C:\\Windows\\System32\\WindowsPowerShell\\v1.0\\powershell.exe"

and voilĂ , the UI works! On the first run, the services QNAP_HDP_FD and QNAP_HDP_Agent were also installed. If you install the HDP Agent, only the Windows service QNAP_NetBak_PC_Agent is installed.

I’ve reported the workaround to support because I don’t know exactly where the error comes from.

1 Like