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How-to Restore Lost Access to Cache Database After Using Custom SSL Certificate

KB ID: 4804
Product: Veeam ONE | 13
Published: 2025-12-15
Last Modified: 2026-03-04
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Article Applicability

This article is relevant only if the Veeam ONE deployment uses a custom SSL certificate, and not the one generated by the Veeam ONE installer.

The error shown in the challenge section can also occur if the Veeam ONE Caching Service cannot access the PostgreSQL instance that hosts the Cache Database. For more information on that issue, please review KB4829.

Challenge

When a custom SSL certificate (not generated by Veeam ONE) is installed and configured in both Veeam ONE Server Settings and IIS, an issue may be encountered with the new Veeam Caching Service introduced in Veeam ONE v13.

In the Veeam ONE Web Client, under Configuration > Database > Reporting database, the following error may be displayed:

Veeam.Reporter.CachingService.Collector.Auxiliary.ReporterStateProvider not initialized. Status: 500
The "Database" settings screen for Reporting Database in Veeam ONE is shown. PostgreSQL server connection fields are visible, with options for Windows and native authentication. A red error message at the bottom reads: "Veeam.Reporter.CachingService.Collector.Auxiliary.ReporterStateProvider not initialized. Status: 500 Response." Connection status and database version are listed as unknown.

When this occurs, an error within Windows Event Logs will occur:

Event 0, Veeam.Reporter.CachingService.Service
Category: Veeam.Reporter.CachingService.ReporterClient.ReporterCertificateValidator
EventId: 0
Remote certificate CN=PG PC CA, OU=Certification Authorities, DC=PG, DC=com did not pass validation.
The Event Viewer window displays a log entry for "Veeam.Reporter.CachingService.Service." Under the "General" tab, the message states: "Remote certificate CN=PG PC CA, OU=Certification Authorities, DC=PG, DC=com did not pass validation." The category is "Veeam.Reporter.CachingService.ReporterClient.ReporterCertificateValidator" and EventId is 0.

Solution

To resolve this issue:

  1. Navigate to: C:\Program Files\Veeam\Veeam ONE\Veeam ONE Caching Server\
  2. Locate the file named appsettings.overrides.json and make a copy in case it needs to be reverted.
  3. Open appsettings.overrides.json in a simple text editor (e.g., Notepad, Notepad++, Sublime Text).
  4. Identify the CertificateThumbprint value under Authorization > RegisteredReporters.
A configuration file named "appsettings.overrides.json" is open in a text editor. The file contains JSON settings, and the "CertificateThumbprint" field is highlighted, showing the value "9228999A77AE6C1D3D675FB922FA737D776D8C33" under the "Authorization" section for a registered reporter.
  1. Update the CertificateThumbprint to match the thumbprint from the new SSL certificate you installed on Veeam ONE Web Client and IIS.
The Windows Certificate dialog is open to the "Details" tab, displaying certificate information. The "Thumbprint" field is selected, and the thumbprint value "9228999a77ae6c1d3d675fb922fa737d776d8c33" is shown in the lower panel.
  1. Save the appsettings.overrides.json file.
  2. Restart the Veeam ONE Caching Service service and the Veeam ONE Reporting Service service.

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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