Error: Username or password is incorrect when adding vCloud Director

KB ID:
1811
Product:
Veeam Backup & Replication
Version:
7.x,8.x,9.x
Published:
Last Modified:
2019-04-03

Challenge

Encountering issue "Error: Username or password is incorrect" when adding vCloud Director.

Cause

When adding the vCloud Director there are a few possible reasons as to why it fails.

Solution

Within the VeeamShell.log you will see the following:
 

VeeamShell.log:
Error Failed to login to vCloud server: 'https://IP Address:443'.
Error One or more errors occurred.
Error An error occurred while sending the request.
Error Unable to connect to the remote server
Error No connection could be made because the target machine actively refused it <Public Address>:443
Error Failed to connect to vCloud Director server https://IP Address/.
Error Username or password is incorrect.


When a job fails with the above error you will need to perform the following steps to resolve this issue:
  1. Verify that the correct password is being utilized.
  2. Ports, Permissions, or DNS can cause this failure:
a.)   Ensure connectivity between Veeam server and vCloud Director address.
b.)   Confirm DNS is correctly configured - FQDN in Public URL must be resolvable from Veeam server

c.)   Verify ports between Veeam server and vCloud Director are open
d.)   Validate that the credentials being leveraged have the correct permissions

Additional Information:
The VeeamShell.log may be as follows:

Error Failed to login to vCloud server: 'https://IP Address:443'.
Error The given header was not found.
Error Failed to connect to vCloud Director server https://IP Address/.
Error Username or password is incorrect.

It is possible that your public address for the vCloud Directory is incorrectly configured, you can verify these settings by following the steps within the following KB article provided by VMware.

http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=2053817

View ‘Resolution’ for steps to verify Public Addresses.

More Information

Additional Information: If your error message is not represented in the same format as above, but still shows ‘Username or password is incorrect’, it is recommend to start with a reboot of the Veeam server and vCloud Director cells.

Please be aware that we’re making changes which will restrict access to product updates for users without an active contract.

OK

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