XG106 18.0.4 MR-4 unable to Backup

Could have different reasons. You should check the logs of the OS ( /log/applog.log and csc.log) to check for the reason. 

Could have different reasons. You should check the logs of the OS ( /log/applog.log and csc.log) to check for the reason. 

/log/applog.log after hitting "backup now"

Oct 21 09:24:15 apiInterface:: Deleting Entity and Event for legacy mode base operation
Oct 21 09:24:15 Request type = 1
Oct 21 09:24:15 apiInterface:versionsupported: true.
Oct 21 09:24:15 apiInterface:request mode -> 1803.
Oct 21 09:24:15 apiInterface:Current ver :::'1800.2'
Oct 21 09:24:15 apiInterface:entityjson::::::::HASH(0x9d709c0)
Oct 21 09:24:15 Info:: Transaction will not be rolled back for opcode lic_subinfo. If any operation fails, request is part of multiple request :
Oct 21 09:24:17 apiInterface:: Deleting Entity and Event for legacy mode base operation
Oct 21 09:24:17 Request type = 1
Oct 21 09:24:17 apiInterface:versionsupported: true.
Oct 21 09:24:17 apiInterface:request mode -> 2505.
Oct 21 09:24:17 apiInterface:Current ver :::'1800.2'
Oct 21 09:24:17 apiInterface:entityjson::::::::HASH(0x9d70990)
Oct 21 09:24:17 Info:: Transaction will not be rolled back for opcode check_rdm. If any operation fails, request is part of multiple request :
Oct 21 09:24:20 Maintenance Flag Set To DefaultOct 21 09:24:20 system_backup_for_CM failed to encrypt/decrypt passwordOct 21 09:24:21 opcode:getBackupInfo_from_central - failed in generating backup for CM
Oct 21 09:24:22 apiInterface:: Deleting Entity and Event for legacy mode base operation
Oct 21 09:24:23 Request type = 1
Oct 21 09:24:23 apiInterface:versionsupported: true.
Oct 21 09:24:23 apiInterface:request mode -> 730.
Oct 21 09:24:23 apiInterface:Current ver :::'1800.2'
Oct 21 09:24:23 apiInterface:entityjson::::::::system::backuprestore=HASH(0xa656340)
Oct 21 09:24:23 Info:: Transaction will not be rolled back for opcode system_backup_now. If any operation fails, request is part of multiple request :
Oct 21 09:24:24 Maintenance Flag Set For BackUPOct 21 09:24:24
Output Backup File name : clag0"""""_Backup_C1C0"""""2_21Oct2021_09.24.23
Oct 21 09:24:24 ips_cat_version for backup is Oct 21 09:24:24 Backup for ips_cat_corp_ver is 1
Oct 21 09:24:24 system_backup:::PRE DUMP of Network Zone
Oct 21 09:24:24 Dumping in same appliance file
Oct 21 09:24:25 interface 9 update query: UPDATE tblinterface set enabled=$$0$$, mtu=$$1500$$, memberof=NULL, linktype=$$0$$, name=NULL, interface=$$Port1$$, interface_speed=$$auto$$, mss=$$1460$$, zoneid=$$10$$, parentinterface=NULL, overridemac=NULL where interface='Port1';
Oct 21 09:24:25 interface 9 update query: UPDATE tblinterface set enabled=$$0$$, mtu=$$1500$$, memberof=NULL, linktype=$$0$$, name=NULL, interface=$$Port4$$, interface_speed=$$auto$$, mss=$$1460$$, zoneid=$$3$$, parentinterface=NULL, overridemac=NULL where interface='Port4';
Oct 21 09:24:25 interface 9 update query: UPDATE tblinterface set enabled=$$1$$, mtu=$$1500$$, memberof=NULL, linktype=$$0$$, name=NULL, interface=$$Port2$$, interface_speed=$$auto$$, mss=$$1460$$, zoneid=NULL, parentinterface=NULL, overridemac=NULL where interface='Port2';
Oct 21 09:24:25 interface 9 update query: UPDATE tblinterface set enabled=$$1$$, mtu=$$1500$$, memberof=NULL, linktype=$$0$$, name=NULL, interface=$$Port3$$, interface_speed=$$auto$$, mss=$$1460$$, zoneid=NULL, parentinterface=NULL, overridemac=NULL where interface='Port3';
Oct 21 09:24:25 interface 9 update query: INSERT INTO tblinterface(enabled,mtu,memberof,linktype,name,interface,interface_speed,mss,zoneid,parentinterface,overridemac) values ($$0$$,$$0$$,NULL,$$2$$,NULL,$$Port4.110$$,$$auto$$,$$0$$,$$2$$,$$Port4$$,NULL);
Oct 21 09:24:25 interface 9 update query: INSERT INTO tblinterface(enabled,mtu,memberof,linktype,name,interface,interface_speed,mss,zoneid,parentinterface,overridemac) values ($$0$$,$$0$$,NULL,$$2$$,NULL,$$Port1.20$$,$$auto$$,$$0$$,$$9$$,$$Port1$$,NULL);
Oct 21 09:24:25 interface 9 update query: INSERT INTO tblinterface(enabled,mtu,memberof,linktype,name,interface,interface_speed,mss,zoneid,parentinterface,overridemac) values ($$0$$,$$0$$,NULL,$$2$$,NULL,$$Port1.30$$,$$auto$$,$$0$$,$$11$$,$$Port1$$,NULL);
Oct 21 09:24:25 interface 9 update query: INSERT INTO tblinterface(enabled,mtu,memberof,linktype,name,interface,interface_speed,mss,zoneid,parentinterface,overridemac) values ($$0$$,$$0$$,NULL,$$2$$,NULL,$$Port1.10$$,$$auto$$,$$0$$,$$8$$,$$Port1$$,NULL);
Oct 21 09:24:25 interface 9 update query: INSERT INTO tblinterface(enabled,mtu,memberof,linktype,name,interface,interface_speed,mss,zoneid,parentinterface,overridemac) values ($$0$$,$$0$$,NULL,$$2$$,NULL,$$Port1.3999$$,$$auto$$,$$0$$,$$1$$,$$Port1$$,NULL);
Oct 21 09:24:30 Maintenance Flag Set To DefaultOct 21 09:24:31 apiInterface:: Deleting Entity and Event for legacy mode base operation
Oct 21 09:24:31 Request type = 1
Oct 21 09:24:31 apiInterface:versionsupported: true.
Oct 21 09:24:31 apiInterface:request mode -> 1201.
Oct 21 09:24:31 apiInterface:Current ver :::'1500.1'
Oct 21 09:24:32 apiInterface:entityjson::::::::cli::alert=HASH(0xa62e4f0)
Oct 21 09:24:32 Info:: Transaction will not be rolled back for opcode setAlertSettings. If any operation fails, request is part of multiple request :
Oct 21 09:24:40 appliance key is C1C0C62QF******
Oct 21 09:24:43 opcode:poll_for_SSO SSOD Service Status: UNTOUCHED SSO Status: disconnected
Oct 21 09:24:43 opcode:poll_for_SSO Status - SSO status is DISCONNECTED .....
Oct 21 09:24:43 opcode:poll_for_SSO - firmwareupgrade flag Oct 21 09:24:43 opcode:poll_for_SSO - backup flag REQUESTED
Oct 21 09:24:43 opcode:poll_for_SSO - backup flag requested so calling opcode getBackupInfo_from_centralOct 21 09:24:43 opcode:poll_for_SSO - SSO poll success
Oct 21 09:24:44 appliance key is C1C0C62QF******
Oct 21 09:24:48 system_backup_for_CM calledOct 21 09:24:48 Maintenance Flag Set For BackUPOct 21 09:24:48
Output Backup File name : clag0*********_Backup_C1C0C62QFC*****_21Oct2021_09.24.48
Oct 21 09:24:48 ips_cat_version for backup is Oct 21 09:24:48 Backup for ips_cat_corp_ver is 1
Oct 21 09:24:48 system_backup:::PRE DUMP of Network Zone
Oct 21 09:24:48 Dumping in same appliance file
Oct 21 09:24:49 interface 9 update query: UPDATE tblinterface set zoneid=$$10$$, parentinterface=NULL, name=NULL, memberof=NULL, enabled=$$0$$, interface=$$Port1$$, overridemac=NULL, mss=$$1460$$, linktype=$$0$$, mtu=$$1500$$, interface_speed=$$auto$$ where interface='Port1';
Oct 21 09:24:49 interface 9 update query: UPDATE tblinterface set zoneid=$$3$$, parentinterface=NULL, name=NULL, memberof=NULL, enabled=$$0$$, interface=$$Port4$$, overridemac=NULL, mss=$$1460$$, linktype=$$0$$, mtu=$$1500$$, interface_speed=$$auto$$ where interface='Port4';
Oct 21 09:24:49 interface 9 update query: UPDATE tblinterface set zoneid=NULL, parentinterface=NULL, name=NULL, memberof=NULL, enabled=$$1$$, interface=$$Port2$$, overridemac=NULL, mss=$$1460$$, linktype=$$0$$, mtu=$$1500$$, interface_speed=$$auto$$ where interface='Port2';
Oct 21 09:24:49 interface 9 update query: UPDATE tblinterface set zoneid=NULL, parentinterface=NULL, name=NULL, memberof=NULL, enabled=$$1$$, interface=$$Port3$$, overridemac=NULL, mss=$$1460$$, linktype=$$0$$, mtu=$$1500$$, interface_speed=$$auto$$ where interface='Port3';
Oct 21 09:24:49 interface 9 update query: INSERT INTO tblinterface(zoneid,parentinterface,name,memberof,enabled,interface,overridemac,mss,linktype,mtu,interface_speed) values ($$2$$,$$Port4$$,NULL,NULL,$$0$$,$$Port4.110$$,NULL,$$0$$,$$2$$,$$0$$,$$auto$$);
Oct 21 09:24:49 interface 9 update query: INSERT INTO tblinterface(zoneid,parentinterface,name,memberof,enabled,interface,overridemac,mss,linktype,mtu,interface_speed) values ($$9$$,$$Port1$$,NULL,NULL,$$0$$,$$Port1.20$$,NULL,$$0$$,$$2$$,$$0$$,$$auto$$);
Oct 21 09:24:49 interface 9 update query: INSERT INTO tblinterface(zoneid,parentinterface,name,memberof,enabled,interface,overridemac,mss,linktype,mtu,interface_speed) values ($$11$$,$$Port1$$,NULL,NULL,$$0$$,$$Port1.30$$,NULL,$$0$$,$$2$$,$$0$$,$$auto$$);
Oct 21 09:24:49 interface 9 update query: INSERT INTO tblinterface(zoneid,parentinterface,name,memberof,enabled,interface,overridemac,mss,linktype,mtu,interface_speed) values ($$8$$,$$Port1$$,NULL,NULL,$$0$$,$$Port1.10$$,NULL,$$0$$,$$2$$,$$0$$,$$auto$$);
Oct 21 09:24:49 interface 9 update query: INSERT INTO tblinterface(zoneid,parentinterface,name,memberof,enabled,interface,overridemac,mss,linktype,mtu,interface_speed) values ($$1$$,$$Port1$$,NULL,NULL,$$0$$,$$Port1.3999$$,NULL,$$0$$,$$2$$,$$0$$,$$auto$$);

/log/csc.log after hitting "backup now"

XG106_XN01_SFOS 18.0.4 MR-4# tail -f csc.log
********** parentproxyv6 Read Without ORM
MESSAGE Oct 21 09:28:14 [worker:29023]: {"request":{"method":"opcode","name":"system_backup_for_CM","version":"1.6","type":"json","length":118,"data":{ "mode": "466", "encryptpassword": ***********", "is_cm": "1" }}}
MESSAGE Oct 21 09:28:15 [worker:28926]: {"request":{"method":"opcode","name":"system_backup","version":"1.6","type":"text","length":0}}
IFNAME_PREFIX: Port
IFNAME_SUFFIX: NUM
IFLIST: PORT_1-4
MESSAGE Oct 21 09:28:22 [worker:29072]: {"request":{"method":"nopcode","name":"quarantine_data_cleanup","version":"1.0","type":"json","length":15,"data":{"qur_res":"0"}}}
MESSAGE Oct 21 09:28:25 [worker:29077]: {"request":{"method":"nopcode","name":"smtp_quarantine_cleanup","version":"1.0","type":"text","length":0}}
MESSAGE Oct 21 09:28:27 [worker:29082]: {"request":{"method":"nopcode","name":"u2d_pt_installer","version":"1.2","type":"text","length":0}}
MESSAGE Oct 21 09:28:28 [worker:29162]: {"request":{"method":"nopcode","name":"u2d_dr_installer","version":"1.2","type":"text","length":0}}
MESSAGE Oct 21 09:28:33 [worker:29170]: {"request":{"method":"opcode","name":"apiInterface","version":"1.2","type":"json","length":389,"data":{ "___serverport": 4444, "___component": "GUI", "prefix": "clag01*****", "sendtype": "7", "transactionid": "891", "mode": 730, "currentlyloggedinuserid": 3, "mailloginterval": "-1", "APIVersion": "1800.2", "___serverprotocol": "HTTP", "___username": "admin", "___meta": { "sessionType": 1 }, "___serverip": "172.16.253.78", "currentlyloggedinuserip": "10.149.101.51" }}}

PAckage ::::system::backuprestoreMESSAGE Oct 21 09:28:34 [worker:29071]: {"request":{"method":"opcode","name":"system_backup_now","version":"1.6","type":"json","length":431,"data":{ "___serverip": "172.16.253.78", "currentlyloggedinuserip": "10.149.101.51", "ftppath": "", "___meta": { "sessionType": 1 }, "prefix": "clag0"""""", "transactionid": "891", "___serverprotocol": "HTTP", "sendtype": "7", "mode": 730, "APIVersion": "1800.2", "___serverport": 4444, "mailloginterval": "-1", "currentlyloggedinuserid": 3, "___username": "admin", "___component": "GUI", "encryptpassword": "****" }}}
MESSAGE Oct 21 09:28:35 [worker:29070]: {"request":{"method":"opcode","name":"system_backup","version":"1.6","type":"json","length":90,"data":{ "prefix": "clag0******_Backup_C1C0C62Q*****_21Oct2021_09.28.35" }}}
MESSAGE Oct 21 09:28:40 [worker:28713]: {"request":{"method":"nopcode","name":"poll_for_SSO","version":"1.2","type":"text","length":0}}
MESSAGE Oct 21 09:28:41 [worker:28600]: {"request":{"method":"opcode","name":"getappkey","version":"1.6","type":"text","length":0}}
IFNAME_PREFIX: Port
IFNAME_SUFFIX: NUM
IFLIST: PORT_1-4
MESSAGE Oct 21 09:28:42 [worker:29232]: {"request":{"method":"opcode","name":"apiInterface","version":"1.6","type":"json","length":187,"data":{ "APIVersion": "1500.1", "status": "0", "alertname": "set_scheduled_backup_alert", "___caller": "system", "MessageList": { "backupmode": "\"Local\"", "backupmedium": "" }, "mode": 1201 }}}
MESSAGE Oct 21 09:28:42 [worker:29225]: {"request":{"method":"opcode","name":"readobject","version":"1.2","type":"json","length":26,"data":{"Entity":"parentproxyv4"}}}
########## Package: system::parentproxyv4
********** parentproxyv4 Read Without ORM
MESSAGE Oct 21 09:28:43 [worker:29237]: {"request":{"method":"opcode","name":"readobject","version":"1.2","type":"json","length":26,"data":{"Entity":"parentproxyv6"}}}
MESSAGE Oct 21 09:28:43 [worker:26356]: {"request":{"method":"opcode","name":"setAlertSettings","version":"1.6","type":"json","length":225,"data":{ "alertname": "set_scheduled_backup_alert", "status": "0", "mode": 1201, "Event": "UPDATE", "MessageList": { "backupmode": "\"Local\"", "backupmedium": "" }, "___caller": "system", "Entity": "alert", "APIVersion": "1500.1" }}}

PAckage ::::cli::alert########## Package: system::parentproxyv6
********** parentproxyv6 Read Without ORM
MESSAGE Oct 21 09:28:45 [ssod:1062]: {"ssod":{"method":"service","name":"ssod:status","version":"1.6","type":"text","length":0}}
MESSAGE Oct 21 09:28:45 [worker:29246]: {"request":{"method":"nopcode","name":"getBackupInfo_from_central","version":"1.6","type":"text","length":0}}
MESSAGE Oct 21 09:28:45 [worker:29249]: {"request":{"method":"opcode","name":"getappkey","version":"1.6","type":"text","length":0}}
MESSAGE Oct 21 09:28:46 [worker:29252]: {"request":{"method":"opcode","name":"readobject","version":"1.2","type":"json","length":26,"data":{"Entity":"parentproxyv4"}}}
########## Package: system::parentproxyv4
********** parentproxyv4 Read Without ORM
MESSAGE Oct 21 09:28:47 [worker:29256]: {"request":{"method":"opcode","name":"readobject","version":"1.2","type":"json","length":26,"data":{"Entity":"parentproxyv6"}}}

Seems like the SSMK Process failed on this appliance. Sophos introduced the SSMK in a older version and it seems like this did not work for your appliance. 

https://support.sophos.com/support/s/article/KB-000040174?language=en_US

Therefore you should raise a support request to get this sorted out. If you have a backup, it would be quicker to restore the backup after reimage the appliance.