Error
The first time you log in to the backup software with a new backup account, you see an error saying the account does not exist.
Cause
BOBcloud runs several backup clusters (groups of backup servers), and we add new ones from time to time. Each copy of the backup software you download from the reseller portal is set up for one cluster and only connects to that cluster.
New accounts are often created on a newer cluster. If you install a copy of the software you downloaded earlier, it connects to the old cluster, can’t find the new account there, and shows the “does not exist” error.
Fix
- In the reseller portal, open the customer’s page and download the software from the right-hand side of the page. This copy is set up for the cluster the account is on.
- Close the backup software on the device.
- Rename the software’s settings folder, so the new installation doesn’t reuse the old cluster settings. The folder is hidden, so type its path into the File Explorer address bar:
- Server software:
C:\Users\<username>\.obm - Desktop software:
C:\Users\<username>\.acb
Rename it to, for example,
.obm.old. The folder also holds the software’s logs, so renaming it keeps a copy. You can delete it once the new installation works. - Server software:
- Install the software you downloaded in step 1, and log in again.
To avoid this, always download the software from the customer’s page in the reseller portal, rather than reusing an installer you downloaded earlier.