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When you are trying to create a backup of Clarity or restore a backup into Clarity, you may receive the following error message: Cannot open backup device 'X:\destination'. Operating system error 5 (access is denied.). The backup or restoration of a backup then fails. This happens because Clarity uses the SQL server to manage your Clarity data. So, if you do not have the correct security rights or permissions to create the backup and run SQL services, the process will fail. 

Note: This article only contains instructions to resolve this error on SQL version 2005 through 2014. If you have an older or newer version of SQL, please contact our support team.

Solution

If SQL Server Configuration Manager is installed:

  1. Open SQL Server Configuration Manager.
  2. Go to SQL Server 2XXX Services. For example, if you are running SQL version 2014, it will say 'SQL Server 2014 Services'. 
  3. Right-click on the Database Instance Service.
  4. Select "Properties". 
  5. Go to the 'Log On' tab. 
  6. Change the option “Log on as:” from "This Account:" to "Built-in Account". 
  7. Set the user account to “Local System”. 
  8. Restart the database SQL Service. 

If SQL Server Configuration Manager is not installed:

  1. In your Windows operating system, navigate to the Control Panel. You can typically find this in your 'Start' menu. 
  2. Select “Administrative Tools”. This will open a second window for Administrative Tools. 
  3. Double-click "Services". This will open a third window for Services. 
  4. In the 'Extended' tab, search for "SQL Server (AKM2XXX)" or "SQL Server (AKMUS)". 
  5. Right-click on it and select “Properties”.
  6. Navigate to the 'Log On' tab. 
  7. Change the option "Log on as:" from "This Account:" to "Local System Account".
  8. Restart the Database Service.