AppSync: Agent log collection from AppSync UI failed with "Exception Occurred: SmbAuthException, Message: Logon failure: unknown user"

Summary: Automatic log collection of AppSync agent logs of a windows agent host failed from AppSync UI. However, you see the server log collections get succeeded.

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Symptoms

While log collecting from AppSync UI it throws SMB Auth error.
You see below in AppSync server logs:
  
<TimeStamp> INFO [EJB default - 3] [com.emc.archway.service.hostservice.HostServiceBean] [UDP-DAS-10] [] 7adf3a3e-f01a-4076-b352-a23198c6ee1a->>> userName === <UserName>  domain == xxxxxx
<TimeStamp> INFO [EJB default - 3] [com.emc.archway.service.hostservice.HostServiceBean] [UDP-DAS-10] [] 7adf3a3e-f01a-4076-b352-a23198c6ee1a->>> SMB URL formed to create the session is : smb://<Agent Host FQDN>/Admin$/AppSync-logs/appsyncHostPlugin_<HostName>_<TimeStamp>.zip
<TimeStamp> ERROR [EJB default - 3] [com.emc.archway.commands.logCollection.CollectLogsCommandBean] [UDP-DAS-10] [] 7adf3a3e-f01a-4076-b352-a23198c6ee1a->>> Exception Occurred: LogCollectionFailedException, Message: SmbAuthException, Message: Logon failure: unknown user name or bad password
However, user confirmed that the username and password are correct with appropriate permission.

Cause

SMB1 is disabled on agent host. AppSync internally uses this library for agent log collection.
Hence, it is needed and it is also documented in the troubleshooting section on page 348 of the AppSync 4.6 User Guide.
 

Resolution

Enabling SMB v1 from windows Server Manager page resolves the issue. 

You also see the same mentioned as in below figure from the troubleshooting section on page 348 of the AppSync 4.6 User Guide.

 

SMB Auth Error

 

 
 

Additional Information

 This Powershell command shows true if SMB1 is enabled:


Get-SmbServerConfiguration | Select EnableSMB1Protocol

Products

AppSync
Article Properties
Article Number: 000211362
Article Type: Solution
Last Modified: 10 Oct 2025
Version:  2
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