Incorrect username or password when trying to connect to backup client in Storage Platform console

You are in the Storage Platform console and try and connect to a backup client and it gives the error that the username or password is incorrect.

It is most likely that the encryption key used contains a character which causes this error – ie a colon :

Check the Scomis password generator to see if the schools backup encryption key contains an unusual character. If so, on the client, change the encryption key from this key to one provided to you by a Remote Backup Administrator.

Note to SN team – this will need to be the standard encryption key.

If the above hasn’t fixed the issue, ensure a password hasn’t been set in the remote management settings in the backup client. It is very unlikely this has happened.