Troubleshoot Connect2Help configuration

Resolve issues encountered when testing the connection to the N-central server in the Connect2Help Configuration Tool.

Resolve authentication errors

Error: 2100 Invalid Username‑password Combination

This error occurs when incorrect credentials are used.

Solution

1. Verify the username format, and enter the username as you would when logging in to your N-central server.

   • MyUsername@example.com, or

   • domain\MyUsername.

2. Ensure the correct credentials are used for the Service Organization ADMIN (SO Admin) account.

3. Reset the password for the SO Admin account if needed.

Resolve connection or query errors

Errors: 5000 Query failed or Invalid URL: Hostname could not be parsed

These errors occur when the N-central agent cannot be detected on the device. An N-able N-central agent must be available in order to test the connection.

Solution

1. Verify the N-central agent is installed on the device.

2. Ensure the agent service is running:

   1. Open services.msc

   2. Locate the Windows Software Agent service

   3. Confirm the service is: Running

   4. Set to Automatic

3. Reinstall the N-central agent if necessary.