Backup Licenses - Troubleshooting guide

On a VBR server running Windows, enrolling the server takes at least 15 minutes after the Add Service Provider wizard completes. Until this delay has elapsed, it is normal for your server not to appear in the VSPC, and for the licence not to be applied yet.

Wait for this delay to elapse before working through the points below.

This covers the case where the Add Service Provider wizard fails in your Veeam Backup & Replication console: the connection to our infrastructure does not go through.

Check that your firewall allows the outbound connection from your VBR server to our server, that is, to the cloud gateway DNS address provided in your delivery email (in the form vspc-adv-cgw…), on port 6180.

Also check that:

• the DNS address and port entered in the wizard exactly match those in the delivery email;
• the Company Tenant credentials you entered are those from the delivery email;
• your VBR server runs version 12 or higher (see the known restrictions).

This covers the case where the wizard completed without an error, but the server does not appear — or appears as unreachable — in the VSPC. The outbound connection works; it is the return path to your server that is blocked, or the management agent that was not deployed.

Check the following two points:

• Your firewall allows connections to your server from our IP address, on the required ports. In Europe, our infrastructure reaches your VBR server from the address 79.137.44.43. In Canada, the address is 142.44.140.20. The ports to open depend on the server's operating system:
  • to a Windows server (Veeam Backup & Replication, Veeam Backup Enterprise Manager, Veeam ONE, Veeam Backup for Microsoft 365, Veeam Cloud Connect): TCP 135, 443, 445 and 49152-65535.
  • to a Linux server (Veeam Backup & Replication or Veeam Backup Enterprise Manager): TCP 443.
• You ticked the Allow this Veeam Backup & Replication installation to be managed by the service provider option when adding the service provider. Without this option, the management agent is not installed and your server cannot be managed from the VSPC.

If the option was not ticked, edit the service provider from your VBR console (Backup Infrastructure > Service Providers > right-click > Edit provider), tick the option, then run the wizard through to completion.

To pinpoint where the connection is stuck, log in to the VSPC portal and open the Managed Computers section, Discovered Computers tab. The Connection Status, Deployment Status and Management Agent Status columns show how far the management agent deployment has got on your server.

If MFA (multi-factor authentication) is enabled on the connected VBR server, it may appear with the Inaccessible status in the VSPC.

See Veeam KB 4431 for the resolution procedure.

In the Veeam Backup & Replication console, open the main menu and click License to display the License Information window.

• Check that the Update license automatically (enables usage reporting) checkbox is ticked, at the bottom of the window. If it is not, tick it. This checkbox is mandatory: without it, the VSPC can neither apply the licence to your VBR server nor extend it automatically before it expires.
• If the status is not Valid, check that your VBR server is correctly connected to the VSPC (see the first points on this page).
• Check that the edition displayed matches the one you ordered, and that your operating system is compatible with that edition (see the known restrictions).
• If a popup indicates that the licence is managed by the Veeam Backup Enterprise Manager, see the next point.

If the issue persists while the connection is established, contact OVHcloud support, providing screenshots of the License Information window.

This message means that your VBR server is still attached to the Veeam Backup Enterprise Manager used by the former OVHcloud Veeam Enterprise offer. As long as this is the case, the VSPC cannot apply your Backup Licenses licence.

1. Cancel your Veeam Enterprise service (backupserverenterprise) from the OVHcloud Control Panel, if you have not already done so. This is mandatory before connecting your VBR server to the VSPC. If you need help, see our guide "How to cancel my OVHcloud services".
2. Wait 24 hours after your cancellation request: this is the time needed for your VBR server to be detached from the Enterprise Manager. The message should then disappear.
3. If the message is still displayed after 24 hours, this is most likely a known Veeam bug: a reference to the Enterprise Manager remains in your VBR server's configuration. Apply the procedure described in the Veeam article "Removing references to a Veeam Backup Enterprise Manager server".

The full migration procedure is described in the "Migrating from Veeam Enterprise to Backup Licenses" guide.

The IP address entered at order time is what allows traffic between our infrastructure and your server. If it changes, update it from your Control Panel: Linked servers tab, ... menu to the right of the server, then Edit.

Do not connect a VBR server that is already connected to the VSPC using different credentials: this skews the data displayed in the VSPC.

Remove the duplicate service provider from your VBR console (Backup Infrastructure > Service Providers > right-click > Remove provider), then keep only the connection matching your currently valid credentials.

If your VBR is the primary node of a high availability cluster, the VSPC registers it as a cluster node. The secondary node must be connected separately, following the same service provider procedure.