Protect Cloud Registration Failure: The Protect Cloud Sync Service Cannot Be Reached

Version 5

    Purpose


    This document will provide a possible fix for a Protect Cloud sync error: 

    The communication object, System.ServiceModel.Channels.ServiceChannel, cannot be used for communication because it is in the Faulted state.


    Description


    You are unable to register your console with the Protect Cloud and receive the message: 

    The Protect Cloud sync service cannot be reached.


    Database Sync Error.PNG



    You will also see a more useful error in View > Event History.

     

    The communication object, System.ServiceModel.Channels.ServiceChannel, cannot be used for communication because it is in the Faulted state.

     

     

    Database Sync Error Event Viewer.PNG

     

     


    Cause

     

    You can only have one Protect console synced per Protect cloud account.  This issue will occur if have registered the Protect console to the Protect cloud then register with a new Protect Cloud account before unregistered the previous account.

     

    Resolution

     

    Register the Protect console with the Protect cloud using the original user's credentials then unregister the console with the same credentials.  Once you have correctly unregistered the original user you can register the Protect console with the Protect cloud using the credentials for any user that you wish.



     

     

      If the above resolution does not fix your issue, please check for the owner of the most recent successful Protect cloud task in View > Events then open a command prompt and run the command 'whoami' to determine the current logged in user. If the owner of the most recent successful Protect cloud task is different from your current logged in user, you may need to log into the system with the account of that owner then follow the resolution steps above to resolve this error.

     

    Protect 9.2 has implemented safeguards to keep this error from happening. If you try to unregister with a different user than the user that originally registered the console to the Protect cloud you will receive an error message and the task will not complete. Therefore, we highly recommend upgrading to Protect 9.2 as a permanent preventative of this issue. Please note, however, that upgrading to Protect 9.2 will not resolve this issue once it has occurred.


    Affected Product(s)

     

    Shavlik Protect 9.0, 9.1