Cannot open the client user interface due to corrupted user settings file

Cannot open the client user interface due to corrupted user settings file

Article ID
2009
Product Version
AhsayACB / AhsayOBM: 7 or above
Operating System
All platforms
Symptom

There are several errors that can be encountered related to corrupt user settings file.

Here are some errors that users may encounter upon opening the AhsayOBM / AhsayACB user interface:

  • "javax.crypto.BadPaddingException: pad block corrupted"

    Bad Padding Exception

  • "Invalid byte 1 of 1-byte UTF-8 sequence"

    Invalid byte error

  • "Content is not allowed in prolog."

    Content is not allowed in prolog error

  • "Failed to obtain salt from input stream"

    Failed to obtain salt from input stream error

Cause

This issue can occur if the AhsayOBM / ACB user settings file (e.g. ~\.obm\config\settings.sys) saved on the client computer is corrupted.

Resolution

To resolve the issue, remove, then re-create the user settings file on the affected client computer.

Before proceeding to the next step, ensure that you have the encryption key for all backup sets of the affected user. Re-creating the user profile will require you to enter the encryption key for all existing backup set.
For more details and best practice for managing encryption key, refer to the following KB article: Best practices for managing encryption key on AhsayOBM or AhsayACB.

Refer to the following steps to resolve the issue:

  1. Stop the AhsayOBM / ACB services

  2. Locate the settings.sys file in the.obm / .acb folder at:

    %UserProfile%\.obm\config\settings.sys or
    %UserProfile%\.acb\config\settings.sys

    Settings.sys

    Exact path to the .obm / .acb folder is saved in the home.txt file found at:

    C:\ProgramData\AhsayOBM\home.txt or
    C:\ProgramData\AhsayACB\home.txt

  3. Rename the settings.sys file to 'BACKUP_settings.sys'


  4. Login to the AhsayOBM / ACB user interface.

    At this point, the client application will prompt for encryption key of all existing backup sets. You must enter the correct encryption key of each backup set to regain access to them.

    Settings.sys