The backup failure, no matter by browser or by script, could be due to different reasons, different components.
The ssg log may only shows error like,
com.l7tech.server.BackupServlet: 3609: Backup for node Gateway1 failed: cannot create backup image
It's not detail enough.
There are some KB articles,
But they're for specific component.
A common way to troubleshoot it is to test backing up different components one by one with verbose option,
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -ca
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -ma
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -ext
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -os
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -config
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image testbk -v -maindb
Until the failure is found, then fix the issue accordingly.
Release : 9.4
That indicates the gateway has no enough heap space to perform the backup -- from Dashboard, we found that the node was up 187 days. So restart ssg fixes the issue.
Another example in KB 94729,
/opt/SecureSpan/Gateway/config/backup/ssgbackup.sh -image <backupname> -v -ca
This will run the backup with a more verbose output in the console. Check for any line like:
Component 'ca' could not be backed up: Cannot back up custom assertions: /opt/SecureSpan/Gateway/runtime/modules/lib/OpenIDConnectAssertion-b753.jar (Permission denied)
That indicates a file permission issue, set the proper file permission will fix the issue.