https://login.veeam.com/en/oauth?client_id=nXojRrypJ8&redirect_uri=https%3A%2F%2Fwww.veeam.com%2Fservices%2Fauthentication%2Fredirect_url&response_type=code&scope=profile&state=eyJmaW5hbFJlZGlyZWN0TG9jYXRpb24iOiJodHRwczovL3d3dy52ZWVhbS5jb20va2IyMzY0IiwiaGFzaCI6ImY2MTg4OWI4LTgyY2UtNGM1MS1hNDEzLWMxYjkwNDQ3OGE3YSJ9
Failed to send heartbeat to controller
Challenge
Veeam Backup for Microsoft Office 365 Backup jobs fail with the following error:
Timestamp 12 (9572) Connecting to organization... Timestamp 12 (6688) Failed to send heartbeat to controller Timestamp 12 (6688) Error: Access is denied. Timestamp 42 (9572) Found: Veeamuser, SMTP: Veeamuser@veeam.com Timestamp 42 (9572) Trying to obtain license for Veeamuser@veeam.com Timestamp 42 (9572) Failed to obtain license Timestamp 42 (9572) Error: Access is denied
Cause
Proxy ID has not been properly reformed during Veeam Backup for Office 365 upgrade from version 1.0 to 1.5
Solution
- Stop Veeam Backup for Microsoft Office 365 Service and Veeam Backup Proxy for Microsoft Office 365 Service
- Delete С:\Programdata\Veeam\Backup365\ProxyDb\ and C:\Programdata\Veeam\Backup365\Proxy.xml from Proxy Server
- Start Veeam Backup Proxy for Microsoft Office 365 Service*
- Start Veeam Backup for Microsoft Office 365 Service
- Proxy ID should be synchronized - run the backup
KB ID:
2364
Product:
Veeam Backup for Microsoft Office 365
Version:
1.5
Published:
2017-10-30
Last Modified:
2020-08-13
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