If your N-able N-central REST integration previously synced successfully and now fails with a device or API error, follow the steps below. An expired password for the dedicated N-central API-only user can invalidate the JSON Web Token (JWT) used by Lifecycle Manager, even when the user’s role permissions have not changed.
What you’ll need
- Administrator access to the N-able N-central server.
- Access to the Lifecycle Manager integration settings.
- The dedicated N-central user account used by the integration.
Note: This article includes steps in N-able N-central. The interface and menu names might change as N-able updates its product.
Check the error and likely cause
The following errors can have more than one cause. If the integration worked previously and stopped after an extended period without configuration changes, check the API-only user’s password first.
| Error or symptom | Likely cause | First action |
|---|---|---|
| Failed to get devices. | The API-only user’s password may have expired, or the role may be missing a required permission. | Reset the password and generate a new JWT. |
| This user’s role may not have the Devices > Devices View > All Devices (Read Only) permission. | The role may be missing access, or an expired password may have invalidated the JWT. | Refresh the password and JWT before changing permissions. |
| Invalid API token | The token is expired, invalid, or no longer associated with the current password. | Generate a new JWT and update the integration. |
| The integration returns a generic server or session error after previously working. | N-central may be rejecting an invalid token. | Refresh the password and JWT, then run a sync. |
Reset the API-only user’s password and generate a new token
Resetting the password and generating a new JWT is the recommended first step.
- In N-able N-central, navigate to Administration > User Management > Users.
- Open the dedicated user account used for the Lifecycle Manager integration.
- Reset the user’s password and save the change.
- Open the user’s API Access tab.
- Confirm that API-Only User is selected and that MFA or two-factor authentication is not required for the account.
- Generate a new JSON Web Token and copy it immediately. Save the user.
Update the token in Lifecycle Manager
- In Lifecycle Manager, open Integrations.
- Open the N-able N-central REST integration.
- Replace the existing API token with the new JWT.
- Click Save & Sync.
- Confirm that the sync completes and that your N-central devices begin updating in Lifecycle Manager.
Review the N-central role permissions
If the sync still fails after you refresh the password and token, verify the integration user’s role and access group against the current N-able N-central REST API integration instructions.
Permission requirements can vary depending on your N-central version and whether you use two-way sync. If you do not use two-way sync, avoid granting broader permissions than the integration requires. If you use two-way sync, confirm the permissions required to write purchase and warranty dates before changing the role.
Re-create the integration user if the issue persists
If the password, token, role, and access group are correct but the sync still fails, create a new dedicated N-central integration user.
- In N-able N-central, create a new user specifically for the Lifecycle Manager integration.
- Assign the recommended integration role and access group.
- Set the user as API-only and make sure MFA or two-factor authentication is not required.
- Generate a new JWT for the user and copy it immediately.
- In Lifecycle Manager, delete the failing N-able N-central REST integration.
- Add a new N-able N-central REST integration using the new user’s server hostname and JWT.
- Click Save & Sync and confirm whether the sync completes.
Prevent the integration from stopping again
By default, N-able N-central API-only users still follow the server’s password-expiration policy. When the password expires, existing API tokens become invalid. Set a recurring reminder to reset the API-only user’s password, generate a new JWT, and update the token in Lifecycle Manager before the password expires.
For more details, see N-able’s REST API known issues and limitations.
Contact Lifecycle Manager Support
If the sync still fails, submit a support ticket with:
- The exact error message.
- The approximate date and time of the failed sync.
- The steps you already completed.
Do not include the N-central user’s password or API token in your support request.
