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OneDrive backup job fails with "Download request retry timeout exceeded"

KB ID: 4529
Product: Veeam Backup for Microsoft 365 | 7.0
Published: 2023-12-20
Last Modified: 2024-02-16
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Challenge

OneDrive backup jobs may fail while processing a OneNote file with the error:

Failed to backup item: %path%, Download request retry timeout exceeded.

Cause

Changes to the Microsoft 365 backend may result in some OneNote notebooks becoming unavailable for download, which impacts the request Veeam Backup for Microsoft 365 uses to back up OneNote notebooks.

It was preliminarily confirmed by Microsoft that a root cause has been identified and will be remediated in a future release. We anticipate updating this knowledge base article in Q2, 2024, to reflect these changes.

Solution

An intermediary solution to skip these affected files has been included in the latest Cumulative Patch for:

More Information

Disable Warnings (Optional)

With the latest cumulative patch installed, the job will perform retries for the affected OneNote items, and warnings will be logged in the job status. The following instructions may be implemented to hide the warnings and disable the retries for items affected by the issue described in this KB.

Note: This will disable retries for OneNote notebooks affected by this specific issue — other issues that require a retry will trigger a retry as expected.

On the Veeam Backup for Microsoft 365 server and each proxy server, perform the following:

  1. Stop the Veeam Backup Proxy for Microsoft 365 Service service.
  2. Edit the Proxy.xml file located here:
    C:\ProgramData\Veeam\Backup365\Proxy.xml
  3. With the Proxy.xml file, add the following line under the <Archiver> section:
<Source SkipOneNoteTimeoutWarning="true" />
  1. Start the Veeam Backup Proxy for Microsoft 365 Service service.

Remember: Repeat procedure on each proxy.

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