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SIRIS,ALTO, and NAS: Error: "Unexpected error. We did not receive a valid response from the server."

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Issue

When attempting to pair an agentless system through the Datto SIRIS Protect a System Wizard, you receive the error message "Unexpected error. We did not receive a valid response from the server. Please make sure you are connected to the network and then reload the page."

Figure 1: Unexpected error message

Environment

  • Datto SIRIS
  • Virtual SIRIS 

Cause

  • The name of the target cluster or the name of the datacenter holding the cluster has changed, and the SIRIS appliance no longer recognizes the connection.

Resolution

1. If the name of the target cluster or the cluster's datacenter has changed, remove, and re-add the hypervisor connection. Use the same connection name if you are already protecting systems that use the original connection name. If you do not know the name of the original connection, contact Datto Technical Support for assistance.

2. Attempt to pair the virtual system again.

Removing a hypervisor connection will break the communication with the agents that use it until you restore the connection.
Removing a hypervisor will not delete any data, or adversely affect the agents in any way.

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