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Automatic license update fails when HTTP proxy is used

KB ID: 1975
Product: Veeam Backup & Replication
Published: 2014-12-10
Last Modified: 2023-03-09
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Challenge

Automatic license updates may fail if the Veeam Backup Server is connected to the Internet via HTTP proxy.

When this occurs the Svc.VeeamBackup.log shows either of the following errors:

Connection error: The remote name could not be resolved: 'autolk.veeam.com' (System.Exception)
Invalid answer received from https://vbr.butler.veeam.com: possible proxy server configuration issues

Cause

Proxy settings under Internet Options work "Per User" so they may be not configured for the backup service account.
 

Solution

Check what user account is used to run the Veeam Backup Service, then log on to the Veeam Backup Server using that account and make sure the settings are correct under Internet Properties -> Connections -> LAN settings -> Proxy server.

If the Veeam Backup Service is running under the account Local System, it will not be possible to log in as that user. As such, manual proxy configuration via the registry or launching inetcpl.cpl as Local System using PsExec may be necessary.

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