Adding a vCenter or Hypervisor Host to Protect fails with - The server could not be added

Version 3

    Purpose

     

    This document will provide information and a solution to a known issue that may cause adding new VM Hosts to Protect 9.2 to fail.

     

    Description

     

    You attempt to add a vCenter or Hypervisor through New > Add vCenter Server /ESXi Hypervisor... and it fails to add.

     

    • A common popup will be displayed: The server could not be added. Cannot complete login due to incorrect user name or password.

     

    • This can also be identified from the logs located in C:\ProgramData\LANDESK\Shavlik Protect\Logs on the Protect server.

     

    VimClient.cs:240|VMware server '10.114.250.97'.: VMware.Vim.VimException: Cannot complete login due to an incorrect user name or password. ---> System.Web.Services.Protocols.SoapException: Cannot complete login due to an incorrect user name or password.
    at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
    at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
    at VimApi_60.VimService.Login(ManagedObjectReference _this, String userName, String password, String locale)
    at VMware.Vim.SessionManager.Login(String userName, String password, String locale)
    --- End of inner exception stack trace ---
    at VMware.Vim.SessionManager.Login(String userName, String password, String locale)
    at VMware.Vim.VimClientImpl.Login(String serviceUrl, String username, String password)
    at ST.Virtual.Vim.VimClient.Connect()
    VirtualInventoryModel.cs:313|ST.Virtual.Vim.VirtualServerConnectionException: Cannot complete login due to an incorrect user name or password.
    at ST.Virtual.Vim.VimClient.Connect()
    at ST.Virtual.Vim.VirtualInventoryModel.Connect()
    VimClient.cs:270|VMware.Vim.VimException: The session is not authenticated. ---> System.Web.Services.Protocols.SoapException: The session is not authenticated.
    at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
    at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
    at VMware.Vim.SessionManager.Logout()
    --- End of inner exception stack trace ---
    at VMware.Vim.SessionManager.Logout()
    at VMware.Vim.VimClientImpl.Disconnect()
    at ST.Virtual.Vim.VimClient.Disconnect()

     

    Cause

     

    • You are specifying local administrator account credentials containing .\Username.
    • You are specifying local administrator account credentials containing WorkgroupName\Username.
    • The account you are using is locked out.
    • You are using an incorrect port to connect to the server.

     

    Solution

     

    • Supply the username only when providing a local administrator account.  Do not add .\ or a workgroup name\.
    • Supply domain\username when providing a domain account.
    • Verify the account you are using is not locked out.
    • Try using the default port (443) to connect to the server.

     

    Affected Product(s)

     

    Protect 9.2+