N-able Backup: Recovery Console error: "This device is not found in the cloud"

Last Modified

Fri May 10 10:23 GMT 2019

Description

  • When trying to carry out actions on a device in the Recovery Console (such as launching the Backup Manager), it displays a "This device is not found in the cloud" error.

Environment

  • N-able Backup
  • Recovery Console

Solution

  1. Ensure that the device still exists on backup.management; the device could have been deleted after it was added to the Recovery Console.
  2. Ensure that port 443 is open on the Recovery Console device; this error could be caused by an inability to connect to the device's currently-active storage node.
  3. Attempt to telnet to the device's current storage node via port 443.
    • You can find the device's current node by launching the Backup Manager on the initial device and checking the address bar (example: nl-ams-04-24.cloudbackup.management).
      • If the original backup device isn't available, please contact Technical Support for further assistance.
    • Telnet command-prompt command (using the above example node):
      • telnet nl-ams-04-24.cloudbackup.management 443
    • If the command results in a blank screen, the connection was successful.