Installing a Windows Agent/Probe silently fails to complete, due to "Server rejected activation information"

Last Modified

Fri Aug 28 09:33 GMT 2020

Description

  • Installing a Windows Agent/Probe silently fails to complete
  • The command that was run is similar to:
    • WindowsProbeSetup.exe /s /v" /qn CUSTOMERID=xxx CUSTOMERNAME=xxx REGISTRATION_TOKEN=xxx-xxx-xxx-xxx SERVERPROTOCOL=https SERVERADDRESS=xxx SERVERPORT=443 PROBETYPE=Workgroup_Windows AGENTUSERNAME=xxx AGENTPASSWORD=xxx "
  • NableTrace.log shows it fails due to:
    • Server rejected activation information

Environment

  • N-able N-central 2020.1

Solution

  • This is a failure with one or more of the input parameters you're passing into the installer.
  • Items to check are:
    • Ensure the Registration Token is still valid
    • Check that the customerID is correct for the defined customer name
      • NOTE: The customerid is the Access Code, found at the SO Level, under Administration > Customers
    • Ensure that the defined customer name is the same as what you have in the UI, including case sensitivity
  • Any further issues with this, please collect the NableTrace.log and create a case with Technical Support: