The logs would probably have additional information as might the backup history for that particular plan. You can go ahead and open the Support case if you want. If the problem is happening with no password then it might not be password related.

when you say push, do you mean restore? If so, yes.

https://mspbackups.com/AP/Help/backup-and-restore/backup-plans/restore-to-azurevm
https://mspbackups.com/AP/Help/backup-and-restore/backup-agent/win-agent/system-recovery-tools
https://mspbackups.com/AP/Help/backup-and-restore/backup-agent/win-agent/physical-virtual-restore

Support wants you to create a separate backup plan for a single test file, specify very simple 3 digit password and run a test restore to see if that works.

Support has asked that you open up a support case with them as they'd like to review this in more detail. If that's something you're willing to do we'd appreciate it.

So what you're trying to do is restore individual files from an image backup, correct? That can only be done from the agent itself. You need to browse storage from the agent select the restore point and right click to select the option to restore files and folders.

That should solve your issue.

https://www.msp360.com/resources/blog/how-to-recover-individual-files-from-image-based-backup/amp/

So you're doing an image backup then. Are you sure you selected the correct type of restore plan - did you select File Restore by accident?

thanks for the update Allan. I will add that to my list of knowledge in my brain.

I still think I'm not clear. So let me give you an example, and you tell me if this is accurate for your particular use case. You ran a backup from server A to your cloud and now you're trying to do a restore from the same server A from the same cloud account. Is that correct?

My understanding is that you are working with Support on the issue. If you have any further questions here, please let me know. Also, if you don't mind when the issue is resolved, could you post an update here? Thanks!

I am asking if the server where you are performing the restore (not the storage) is the same server where the backups were created. Or, are you trying to restore the server data from a different endpoint?

Are you restoring from the same server where the backups were taken?

Can you upgrade 6.3.1 to the same version you are using on the other server and test again. In the meantime, I'm checking with support on that older version.

I do not see any reported issues regarding encryption keys in this system. I don't know if support ever got a response from that customer. Can you provide any sense of the details around your encryption password. Without revealing what it is, can you give me some parameters to test here? Length and whether you used any advanced Unicode characters and what keyboard language you're running on Windows?

4.8.3 was released this morning. The trial option should now be back in the licensing section. Please verify, and let me know if you have any issues. Thanks.

just to confirm, you’re saying that you have available licenses for both desktop and server, and when you grant the license for your windows 10 pro desktop it’s incorrectly assigning a server license to it instead of one of the available desktop licenses, or better yet, providing you the option to select which license you’d like to use?

Can you post a screenshot in RMM of what you're seeing and also the exact Windows 10 version. I'll then forward it along to the engineering team. Crop or delete any parts of the image that you don't want posted publicly. Maybe before you do that can you confirm for me this is in the RMM agent you're seeing this as opposed to in the backup agent section and license type you're using for backup? I'm wondering if you're just using a server license for the desktop?

well at least the label is easy to fix in Authenticator Glad it's resolved.

support confirms that there are no limitations on the number of endpoints you can register with managed remote desktop when in trial mode. Possibly you set the time for one of the customer deployments to something like a day or an hour and it timed out and you'll need to reinstall with a new agent. But it would probably be good for you to let us know exactly what you did to deploy to the customer endpoints including all the options you selected. If you don't want to share that on the public forum you can DM me.

Are you saying you set up two-factor authentication for login? If so, then you must have set it up using Google Authenticator on your mobile device. Can you clarify how you can figure 2FA?

Looks like the plan is Monday, July 12th for the necessary server updates.