#1 Global Leader in Data Resilience
#1 Global Leader in Data Resilience
TRY NOW
book meeting
BACK TO KB LIST

"Failed to retrieve licenses for # users" After Changing Hostname and/or Domain

KB ID: 4296
Product: Veeam Backup for Microsoft 365 | 6.0 | 7.0 | 7a | 8 | 8.1 | 8.2
Veeam Backup for Microsoft Office 365 | 5.0
Published: 2022-03-25
Last Modified: 2023-03-16
mailbox
Get weekly article updates
By subscribing, you are agreeing to have your personal information managed in accordance with the terms of Veeam's Privacy Notice.

Cheers for trusting us with the spot in your mailbox!

Now you’re less likely to miss what’s been brewing in our knowledge base with this weekly digest

error icon

Oops! Something went wrong.

Please, try again later.

Challenge

After changing the hostname or domain, or both, of the server where Veeam Backup for Microsoft 365 is installed, the jobs display the following warning: 
Failed to retrieve licenses for ## users.
Failed to retrieve licenses for xx users.
Log Example

Veeam Backup for Microsoft 365 5.0:
C:\ProgramData\Veeam\Backup365\Logs\Veeam.Archiver.Proxy.<dateandtime>.log

Veeam Backup for Microsoft 365 6.0:
C:\ProgramData\Veeam\Backup365\Logs\<org name>\<job name>\Job.<job name>_yyyy_mm_dd_hh_mm_ss.log

Trying to obtain license for username@tenantname.onmicrosoft.com
Failed to obtain license
Error: Access is denied.
To expedite finding errors in the logs, you may find it helpful to use the "Find in Files" function of Notepad++ to search through all logs within a given folder for one of the error lines above.

Cause

Reference: Considerations and Limitations

  • You cannot change the name of the Veeam Backup for Microsoft 365 server or change domains of the server without resetting the configuration.
  • If any of the machines with any of the Veeam Backup for Microsoft 365 components have been renamed (or its FQDN has been changed), or any machine has been added to a different domain, then all the components become unavailable to each other. If any of the listed has occurred on a server that acts as a backup proxy server, then such a server becomes Offline in the Veeam Backup for Microsoft 365 console. To make a server available, re-add it. For more information, see Adding Backup Proxy Servers.

 

Confirm Cause in Logs

C:\ProgramData\Veeam\Backup365\Logs\Veeam.Archiver.Service.<dateandtime>.log

Warning: Authorization denied. Identity: new_domain\new_hostname$ (expected: old_domain\old_hostname$)
Error: Access is denied.

Solution

There are two options to resolve this issue:

Option 1: Revert name/domain change

Change the hostname or domain, or both, back to what it was previously so that it aligns with what is expected by Veeam Backup for Microsoft 365.

Option 2: Reset Veeam Backup for Microsoft 365 Configuration

  1. Make sure no Backup jobs or Restore sessions are running.
  2. Stop the following services:
    • Veeam Backup for Microsoft Office 365
    • Veeam Backup Proxy for Microsoft Office 365
  3. Navigate to the C:\ProgramData\Veeam\ and rename the folder Backup365 to Backup365_old
  4. Start the services stopped in Step 2.
  5. Open the Veeam Backup for Microsoft 365 console and re-add the Organization(s), Repositories, and Backup Jobs.

 

Note: The duration of the first job run will be longer than usual, as the newly added job will be synchronizing the data in the repository to resume regular backup activity.

If this KB article did not resolve your issue or you need further assistance with Veeam software, please create a Veeam Support Case.

To submit feedback regarding this article, please click this link: Send Article Feedback
To report a typo on this page, highlight the typo with your mouse and press CTRL + Enter.

Spelling error in text

Thank you!

Thank you!

Your feedback has been received and will be reviewed.

Oops! Something went wrong.

Please, try again later.

You have selected too large block!

Please try select less.

KB Feedback/Suggestion

This form is only for KB Feedback/Suggestions, if you need help with the software open a support case
By submitting, you are agreeing to have your personal information managed in accordance with the terms of Veeam's Privacy Notice.
Verify your email to continue your product download
We've sent a verification code to:
  • Incorrect verification code. Please try again.
An email with a verification code was just sent to
Didn't receive the code? Click to resend in sec
Didn't receive the code? Click to resend
Start using Veeam:
Download the product
&
Activate the license key
Thank you!

Thank you!

Your feedback has been received and will be reviewed.

error icon

Oops! Something went wrong.

Please, try again later.