Error Message

The below error can be seen in Cloudlink's ADSyncLog when the task fails in its run.

[8/3/2021 1:08:15 AM ThreadID = 14] Error: Exception: Unable to login using specified CloudArchive credentials.

Similar error message can also be seen while creating/editing the Cloudlink task.



This error while creating/editing a task can be traced in the Trace.log

Application: [Info, PID 1244, TID 7, SID, No Session, 00:27:15.107] Opening LOMA Dirsync web service session.
External: [Error, PID 1244, TID 7, SID, No Session, 00:27:15.638] Unable to open LOMA web service session.
External: [Error, PID 1244, TID 7, SID, No Session, 00:27:15.638] LOWS1001:Your login attempt has failed. Your user name or password may be incorrect, please try again.

The logs for Cloudlink can be found in the standard installation directory unless the location has been explicitly changed. C:\Program Files\ArchiveTools\CloudLink\Logs\YYYYMMDD\

1. Navigate to the Cloudlink Configuration Tasklist -> Cloud Archive Credentials - Directory Synchronization Configuration and check if the correct Username is used along with the correct Region.



2. Verify if the correct password is entered. This can also be verified by signing into the Arctera Management Console with the same account. If the login fails with error message message 'Account is Locked' follow steps from point 3 below. If the login fails with error message 'Incorrect username or password entered', its likely the password is incorrect or it has expired. Reset it by logging into the Arctera Management Console with another administrator account or by using the Forgot Password option available on the login screen. Once done, enter the new password in the configuration as shown in the above picture and complete the configuration. Run the existing task or create a new one to see if the issue is resolved. 

3. Login to the Arctera Management Console with another administrator account and check if the service account used above is locked. Unlock it, if it can be seen that its Locked.