N-able Backup: Error installing automatic deployment package on Mac OS X

Last Modified

Mon Jul 13 18:19 GMT 2020

Description

  • Error installing automatic deployment package on Mac OS X
  • /Library/Logs/MXB/ClientTool/ClientTool_<current date>.log file contains entry:
    • Unattended account creation failed: [Management Service] Server error : Invalid account parameters. (105)

Environment

  • N-able Backup
  • N-able Backup and Recovery

Solution

  • This error indicates that the install was not able to successfully auto-generate a device name and credentials within the Backup dashboard. This is due to three main causes:
    • The connection to the management service is failing
    • The partner UID or profile information is incorrect
    • The device credentials cannot be generated properly due to some issue with the device name
  1. Verify that you can connect to cloudbackup.management on port 443 from the device
    • If telnet is installed:
      • telnet cloudbackup.management 443
    • Alternatively, you can use tools like wget or curl to ensure you can connect:
      • wget --spider https://cloudbackup.management
      • curl -v https://cloudbackup.management
  2. Verify the partner UID is correct in the Backup Management Console
    1. In the left-hand menu, go to Customers
    2. Select the Edit button (pencil icon on the right of the customer name next to the customer in question)
    3. Ensure the Automatic deployment box is checked
    4. Verify that the Customer UID displayed matches the ID in the name of the automatic deployment package or silent install command
  3. Ensure the device's BackupClientName, ComputerName, and HostName match, and that they do not contain forbidden symbols.
    • A device name can only consist of Latin letters in lower case, numbers, '.', '@', '_' and '-'.
    • You can check the names by running these commands in Terminal:
      • scutil --get BackupClientName
      • scutil --get ComputerName
      • scutil --get HostName
    • You can set the names to a new, valid name with the scutil --set command. For example, if the HostName showed as "John's-iMac", you would run:
      • scutil --set HostName "Johns-iMac"