How to correct the Cloud (for the FPI 'Cloud Backup' device type, for both regular Cloud backup jobs and for Hybrid Backup jobs as well) backup job log error: 'Error e0010029: Cloud Backups have been disabled, please refresh the connection to the Management Server. - Job processing failure' that can be due to the Agent has not connected to CMon Server once in 30 days (which it must do in order for the client to maintain compliance with the hosted and managed Cloud backup device, as a check in once every 30 days, and it uses the "Backup Client Agent Service" Windows service to do that); possibly because the CMon Server address info is not even configured in the client currently or doesn't exist anymore (which could have been due to a client uninstall/reinstall, etc. that forgot that info that was configured prior and now is not).
This is the typical stated Cloud backup log error, which states the backup job log error: 'Error e0010029: Cloud Backups have been disabled, please refresh the connection to the Management Server. - Job processing failure', where in the example in this ticket that is simply due to the fact that the CMon Server is no longer configured in the backup client (it was defined properly prior, but now is no longer specified for some unknown reason, which could have been due to a client uninstall/reinstall as to why that is):
The CMon Server "Server name" and "Port number" values in that case, once verified, we can see in this example are not currently configured on the example "CUSIMANOSVR" client machine (Agent), which is causing the Agent (CMon / Management Server) portion of the client not to be able to check in to ANY CMon Server via the internet (which for Cloud enabled clients/Agents it will need to be able to do once every 30 days, to make that connection to the target CMon Server and check in over the internet to it, otherwise backup jobs to a "NovaBACKUP Cloud Storage" (S3) backup device (meaning a Cloud backup device that the NovaBACKUP Corporation is hosting that storage for you), will fail with the stated error in the subject in that case, if that time elapses for the check in), and so in that case it is throwing that backup error simply due to either the Default Settings > "CMon Server" tab dialog value is not configured currently, and is likely null for the field values in that dialog, OR the "Backup Client Agent Service" service itself just needs to be restarted as a service via Windows Services ('services.msc' command), or that service is not set to "Automatic (Delayed Start)" for the "Startup Type" column value in Windows Services in that case. To verify that the "CMon Server" settings are configured properly, and to do that run the backup client and go to the large circle "NovaStor" logo button in the application, at the top left of the client GUI, and click that, then click on "Default Settings", then click on the "CMon Server" tab, and then for two of the field values fill these in correctly, and one of the two Agents, with the same Agent name on them, should show as "Connected" green colored status in the "Status" column in the Agents and Groups area of that particular CMon Server (at https://login.online-backup.com/managementserver/AgentsAndGroups) after that, but even without the latter mentioned part the backup job SHOULD work after that:
Server name: login.online-backup.com (or whatever CMon Server you were assigned to utilize, if you are not sure you can reference your email communication or look in your password app history, etc., or check with the Support team on that detail to know, you can also check your password history for that CMon Server website that you did end up saving the user credentials to be able to sign on to the correct CMon Server website, to know what that "address" is, because there are multiple public CMon Servers, about 9 in fact, although the majority of customer's are on either "login.online-backup.com" or "portal.online-backup.com" CMon Servers, for the CMon Server addresses). To verify what CMon Server you should be utilizing you can login to the CMon Server website address that you were provided with at Cloud Account signup time, and then go to that website and login to it with your own user, and that will show the CMon Server "address" as the main server address portion of that URL then). DO NOT specify the incorrect CMon Server in that case!
Port number: 4502
Note: Unless you self-host your own CMon Server (you installed the CMon Server app locally and you maintain it), the "Port number" value would be 4502, as stated above.
Critical Note: If you do not see the Connected status Agent in question (the "Connected" status being the important part here, because you may see phantom Agents with that same Agent "Name" value in your Agents and Groups dialog after these operations are completed, that are all in the "Disconnected" state, when viewing the "Status" column in Agents and Groups) that you had finished corrected the CMon Server address for after following all of the instructions in this KB article for how to fix this subject issue, then you will want to read the Critical Note paragraph at the bottom of this KB article to read about what you can do about that.
And for that same above CMon Server to reconfigure, that can be seen in screenshot form here:
Then click the "Stop service" button below that if the Service shows as "The service is started" text below that button right now, and then click "Start service" on it after that, and below that button it should show that the service is running. Then click the "OK" button to save all of those changes. Then go to your Windows Services (services.msc command) area of Windows and look at the "Backup Client Agent Service" service and make sure that the Startup Type shows as "Automatic (Delayed Start)" and if it does not then change it to that Startup Type then. And then restart that service ONE more time manually that way, by right-clicking on it and saying "Restart", and make sure that it does restart and shows as "Running" in the "Status" column after all of that work.
If inside your own Group in the CMon Server (at https://login.online-backup.com/managementserver/AgentsAndGroups), in the Agents and Groups dialog, it lists your Agent as being in the "Disconnected" state still after the ABOVE changes are made, after waiting 5 minutes or so, or if your own Group lists as having two Agents with the same exact Agent name, and if you can confirm that is in fact the same exact PC, in this example that is using the "CUSIMANOSVR" machine name where two Agents are listed in the same Group, where 1 of these 2 listed Agents in that Group is probably a phantom Agent, meaning a leftover old Agent is still getting listed in that Group, which you should delete as it has no use of being there anymore, if it is in fact the same exact PC, which is likely the first out of the two in this screenshot, that has "Last Backup Date 11/7/2024" for the phantom Agent name to delete, by using the "View" button, and in the "Agent" tab in the next dialog it will have a "Delete" button at the bottom to make use of:
Neither of the two Agents in that one Group listed above show any "Job History" content on them when viewed via CMon, like this:
In this example, we can know that the Default Settings > "CMon Server" tab dialog "Server name" and "Port number" field values are NOT configured properly on the same example Agent (which the LogCollector*.zip will also be able to show the Support team if you give that file to them, like to attach it to your Support ticket), which you can verify by viewing the "ManagementServer.Agent.Service.exe.config" file contents, that is in the Profiles folder in the NovaBACKUP User Data folder, by opening that file with notepad.exe and search it at the top for the word "login" or "login.online-backup.com" (or whatever the CMon Server "Server name" value is in that case) which is not found in the search in notepad in this case we can see in the example below (which means that the CMon Server address and port are not even configured currently on this client machine in that case); which means you will have to perform the first step in this KB article to correct for that now:
Critical Note: If you do not see the Connected status Agent in question (the "Connected" status being the important part here, because you may see phantom Agents with that same Agent "Name" value in your Agents and Groups dialog after these operations are completed, that are all in the "Disconnected" state, when viewing the "Status" column in Agents and Groups) that you had finished corrected the CMon Server address for after following all of the instructions in this KB article for how to fix this subject issue, then you will want to read the Critical Note paragraph at the bottom of this KB article to read about what you can do about that, below:
If after all of this guide is followed you do NOT see the Agent in question that hit this issue, in your own Agents and Groups dialog in the "CMon Server > Agents and Groups" dialog area, but you have confirmed already and by now that your Cloud backup job works again, without the original "Error e0010029: Cloud Backups have been disabled .." error showing in the Cloud backup log, then that likely means that when you reconfigured the CMon Server tab to fill in those details again and restart the Agent Service after that, that at that point the Agent was added as a new Agent (as a duplicate Agent) to the "Pending" group, which your CMon user has no permission to see and read the contents of that "Pending" group in your own CMon user's Agents and Groups dialog, and in that case you will have to contact the Support team, by way of creating a ticket at support@novabackup.com or via the "Create a ticket" function at https://novabackup.com/ticket web page, to alert us of this problem by taking a screenshot of your Agents and Groups dialog, as well as state the Agent "Name" value in question that they should look for, as well as include the "CMon Server Address" or URL (which may all be contained in the screenshot, but if not just mention that in the ticket text), where it likely in that case will only show the Disconnected status Agent(s) in that list with that same Agent name/PC name, but not the Connected agent (which is the problem, because now you can't see the connected Agent only the disconnected Agents, due to your user permissions, and in that case the Support team just has look to see if that Agent name is showing in the Pending group with their access, and do an Agent move Group operation to get that Agent moved to your correct Group).