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“Failed to retrieve certificate” When Adding AWS Snowball Edge Device

KB ID: 4746
Product: Veeam Backup & Replication | 12 | 12.1 | 12.2 | 12.3 | 12.3.1 | 12.3.2
Published: 2025-06-26
Last Modified: 2026-11-04
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Article Applicability

The error message documented in this article can also occur when the Service point specified is invalid or is not accessible due to a firewall, which is documented in KB4328.

This article is specifically regarding a situation in which the correct Service point has been provided, but the Veeam Backup & Replication software is unable to retrieve the certificate due to AWS releasing a new Snowball Edge device that has an EMS extension on TLS connection.

Challenge

When adding an AWS Snowball Edge device to Veeam Backup & Replication, the following error occurs:

Failed to retrieve certificate from <url>
Error

Cause

This issue occurs because recent changes in the software used by AWS Snowball Edge devices cause Veeam Backup & Replication to fail when attempting to retrieve the certificate.

Click to Expand and View Log Samples 
cli      | -------------------------------------------------------------------------------
cli      | Network.RetrieveSslCertificate
cli      |   (EString) HostName = 10.0.0.42
cli      |   (EInt32) Port = 8443
cli      |   (EInt32) TimeoutSec = 60
cli      | - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
net      | Retrieving certificate for 10.0.0.42:8443
net      | WARN|Handshake failed with 'sslv3 alert handshake failure'
net      | Retrieving certificate for 10.0.0.42:8443 Failed.
cli      | WARN|Failed to retrieve certificate, retrying
cli      | >>  |Failed to retrieve SSL certificate. Underlying error: sslv3 alert handshake failure
net      | Retrieving certificate for 10.0.0.42:8443

Info (3) [PublicCloudCertificateLoader] Loading certificate for 'https://10.0.0.42:8443'
Info (3) [AP] (23ee9c4a) command: 'Invoke: Network.RetrieveSslCertificate { (EString) HostName = 10.0.0.42; (EInt32) Port = 8443; (EInt32) TimeoutSec = 60; }'
Info (4) [AP] (23ee9c4a) output: <VCPCommandResult result="false" exception="Failed to retrieve SSL certificate. Underlying error: sslv3 alert handshake failure&#x0A;Agent failed to process method {Network.RetrieveSslCertificate}." />
Info (4) [AP] (23ee9c4a) output: >
Error (3) Failed to retrieve SSL certificate. Underlying error: sslv3 alert handshake failure
Error (3) Agent failed to process method {Network.RetrieveSslCertificate}.
Error (3) (System.AggregateException)
Error (3) Failed to retrieve SSL certificate. Underlying error: sslv3 alert handshake failure (Veeam.Backup.Common.CCppComponentException)
Error (3) Agent failed to process method {Network.RetrieveSslCertificate}.

Solution

Option 1: Force Veeam Backup & Replication to Connect Using HTTP

As the AWS Snowball device is a temporary local device, forcing connectivity via HTTP is the simplest way to enable access.

This registry value will function for all versions of Veeam Backup & Replication 12.x.

  1. On the Veeam Backup Server, create the following registry value.

    Key Location:     HKLM\SOFTWARE\Veeam\Veeam Backup and Replication\
    Value Name: SOBRArchiveS3DisableTLS
    Value Type: DWORD (32-Bit) Value
    Value Data: 1

    PowerShell command to create the registry value:
New-ItemProperty -Path 'HKLM:\SOFTWARE\Veeam\Veeam Backup and Replication\' -Name 'SOBRArchiveS3DisableTLS' -Value "1" -PropertyType DWORD -Force
  1. Connect to the AWS Snowball device using port 8080 (e.g., http://10.0.0.42:8080/).
  2. After the AWS Snowball device has left the environment, remove the registry value.

Option 2: Upgrade to Veeam Backup & Replication 13

This issue does not occur in Veeam Backup & Replication 13 and later. After the upgrade, the registry value described in Option 1 is not required.

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

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