Cannot complete login due to an incorrect user name or password

Topic

When attempting an agentless backup of a protected machine, you receive the error message:

Critical backup failure: ServerFaultCode: Cannot complete login due to an incorrect user name or password.. InvalidLogin: InvalidLogin Object ( )."

Environment

  • Datto SIRIS
  • Agentless Backups

Description

This error can occur when the login information used to create the hypervisor connection has changed on the host or vCenter, and is no longer current on the Datto appliance.

Resolution

  1. Log into the Datto Partner Portal.

  2. From the header menu, select Status > BCDR Status.

  3. Navigate to the device and select the Remote Web icon.

  4. In the Remote Web, click Configure >Hypervisor Connections.

  5. Under the hypervisor connection that is being used for the backup, select the edit icon.

  6. Update the login information for the connection.

  7. Select the Protect tab.

  8. Under the protected machine pairing, select start a backup to attempt another backup with the connection.