ERROR: The requested logon account is not active

ERROR: The requested logon account is not active

Document number: 21053

NOTE: These steps CANNOT be used on legacy JD Edwards machines. If you have a legacy JD Edwards machine, you must uninstall the program from Add/Remove programs and request the package to be delivered to your machine via SMS. Please log a NorthStar ticket to request the package. Further installation details will appear on this document when they become available.

The Connected TLM (Connected Backup) error The requested logon account is not active or Account not active: Account Cancelled due to 60+ days of inactivity occurs when you have not backed up your computer in some time. Connected TLM (Connected Backup) policy stipulates that if you do not back up to Connected for a 60 days, that account is considered no longer in use.

Data is generally purged from the Connected TLM (Connected Backup) server after 60 days, but there is a possibility that your account can be reactivated and the data recovered. You must contact Technical Support Operations so that an analyst may check your account. If your account cannot be reactivated, you will be asked to return to this document and follow the steps to establish a new account.

If you must establish a new Connected TLM (Connected Backup) account, follow these steps:

You may wish to print these instructions.
Make sure Connected TLM (Connected Backup) is not running.
Go to Start, Programs, Connected.
Select Connected TLM (remove only).
Allow the uninstall process to run to completion.
When you see the question "Are you sure you want to remove the Connected TLM software from your system?", choose OK.
If you are not prompted, reboot the machine once the uninstallation is complete.

Next, you must install the software.

Open Lotus Notes, then open the Software Library by clicking the bookmark link.
- You may need to look in your databases folder for the Software library bookmark .
- If you don't have the Software Library bookmark see document 16250 — How to add the Software Library database link to Lotus Notes for instructions on installing the Software library bookmark.
Click the Standard Software Package Installs icon.
Scroll until you see the entry Connected Backup - User Page and double-click on it to open it.
Scroll down to the section titled Installing Connected Network Backup and open that section by clicking on the right-facing triangle next to the section.
Click on the button labeled Install Connected Network Backup. Let the installation run to completion. The installation process also launches Connected TLM (Connected Backup) for you and sets up your account.

Your new Connected TLM (Connected Backup) account should be established. Be sure to run a backup so that your files will be protected. The first backup for this account will take the longest, so be sure to either run the backup while on an office connection or make sure you can leave the backup running for a while. After the first backup, all other backups are of incremental changes, so the backup will not take as long.

If you are not running a backup every day on all your machines, you should run one at least every 45 days to avoid this problem in the future. If you lose data because you did not back up, you cannot recover it.