1422 - Backup account creation fails during new SE/DL installation

From 8 November 2022, it is no longer possible to create a new backup account for a Desktop & Laptop (DL) or Server Edition (SE) agent on any operating system capable of supporting the Enterprise Server Edition (ESE). This is to encourage our customers to make use of the newer, more feature-rich and more secure version of our software. DL/SE installations will only be allowed on legacy operating systems that cannot support ESE.

Note: This affects only customers that connect to the Redstor Storage Platform. On-premises customers are not affected. 

Which OS versions are affected?

Please refer to our compatibility matrix to see a list of operating systems that support ESE.

What happens if I install a DL/SE agent after the cut-off date?

If you attempt to install a DL/SE agent on an operating system that supports ESE, the installation will not be blocked. However. during the account creation step, the Storage Platform will identify that you are running an ESE-compatible operating system and block the account creation. An error similar to this will be seen:

Connection closed by Storage Platform
Backup Account creation failed

To resolve this:

1. Uninstall the DL/SE agent.
2. Download and install the latest ESE agent. To obtain an agent installer file:
   • download the ESE installer from our Downloads page, OR
   • deploy a machine from the RedApp using these steps. 

Can I reconnect to an existing DL/SE account?

Existing installations will be unaffected. If you need to reconnect to an existing DL/SE agent on the same operating system as before, no action is needed other than reinstalling the DL/SE agent. The account will not be blocked and will be allowed to reconnect. If you need to reinstall a DL/SE agent on a newer operating system, the backup account will need to be upgraded to ESE.

To make the most of our software and keep your backups working optimally, we highly recommend upgrading any DL/SE installations to ESE. You can read more here. Please contact Redstor Support for any queries or assistance.