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Cloud Backup "Inner SQL exception in the service provider infrastructure"

KB ID: 4496
Product: Veeam Backup & Replication | 12
Veeam Cloud Connect | 12
Published: 2023-09-27
Last Modified: 2024-01-31
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The error documented in this article can occur due to various reasons. This article specifically addresses a single scenario related to the underlying SQL database engine used by the Veeam Cloud Service Provider. The log snippet provided in the 'Cause' section offers context to help confirm whether this article is relevant to your situation.

Challenge

A backup job that targets a cloud repository, that is hosted by a service provider whose Cloud Connect server utilizes PostgreSQL for storing the configuration database, fails with the error:

Inner SQL exception in the service provider infrastructure. Please contact your service provider.

This error may also occur when backing up to a non-cloud repository if the Veeam Backup & Replication deployment uses PostgreSQL 15.1 or 15.2 to host its configuration database.

Cause

If the Service Provider's Cloud Connect server uses PostgresSQL for its configuration database, the Service Provider should check logs to verify if this article is relevant.

Default path: C:\ProgramData\Veeam\Backup\CloudConnectService\<tenant_name>\<job_name>\Session.log

Example of error in Session.log on the Service Provider side:

The SQL Server machine hosting the configuration database is currently unavailable. Possible reasons are a network connectivity issue, server reboot, heavy load or hot backup.
Please try again later.
Error:
invalid XML content (Veeam.Backup.Common.CSqlException)
    at Veeam.Backup.Common.CExceptionUtil.ThrowSqlException(Exception innerException, Boolean retryable)
    at Veeam.Backup.Common.CRetriableQueryExecuter.OnPsqlException(Exception ex, Int32 retryNumber, String spName)
    at Veeam.Backup.Common.CRetriableQueryExecuter.ExecNonQuery(CommandType type, CStoredProcedureData spData, Nullable`1 identifier)
    at Veeam.Backup.PostgresAccessor.CLocalPsqlDatabaseAccessor.ExecNonQuery(CStoredProcedureData procedureData)
    at Veeam.Backup.Common.CExceptionLoggingDbAccessorDecorator.ExecNonQuery(CStoredProcedureData procedureData)
This issue, 'invalid XML content', is related to a problem in an outdated libxml2 library, which was resolved in a newer version of that library that was included with PostgreSQL 15.3.

Solution

To resolve and prevent this issue, Veeam recommends all customers (including Servicer Providers) with Veeam Backup & Replication or Veeam Cloud Connect deployments using PostgreSQL 15.1 or 15.2 upgrade to the latest 15.x version of PostgreSQL.

A guide on how to upgrade the backend PostgreSQL database engine is available on Veeam KB 4386.

Check Supported PostgreSQL Versions Before Upgrading
The very latest version of PostgreSQL may not be supported. Always check the Veeam Backup & Replication System Requirements page to confirm the supported versions before upgrading.

More Information

You can check the currently installed PostgreSQL version using the following command:
 psql.exe -V
Check Version
Example from Backup Server that needs PostgreSQL updated.

If you get the following error when executing the psql.exe command, review: KB4542: "SSPI authentication failed for user".

'psql: error: connection to server at "localhost" (::1), port 5432 failed: FATAL:  SSPI authentication failed for user "postgres"
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