Common Errors¶

This section contains the most common issues encountered when using Cloud4You Veeam Cloud Connect and the basic troubleshooting steps.

In most cases, it is worth starting troubleshooting by checking four elements:

1. Cloud Gateway connectivity
2. Service Provider
3. Cloud Repository and quota
4. Backup Copy Job status

Quick troubleshooting

If the service worked correctly before and the problem appeared suddenly, first check the status of the latest job session and perform a Service Provider Rescan.

1. No connection to the Cloud Gateway¶

Symptoms¶

When adding or using the Service Provider, Veeam cannot connect to Cloud4You infrastructure.

Possible symptoms include:

no connection to the Service Provider,
timeout during connection,
unavailable Cloud Repository,
Backup Copy Job connectivity errors.

Check DNS¶

On the Veeam server, verify that the Cloud Gateway name resolves correctly:

Resolve-DnsName <Cloud-Gateway-address>

or:

nslookup <Cloud-Gateway-address>

If the name does not resolve, check:

server DNS configuration,
access to the DNS server,
correctness of the Cloud Gateway address you received.

Check TCP port 6180¶

The default port used by a Veeam Backup & Replication tenant to communicate with the Cloud Gateway is:

TCP 6180

Test the connection:

Test-NetConnection <Cloud-Gateway-address> -Port 6180

A correct result is:

TcpTestSucceeded : True

If you receive:

TcpTestSucceeded : False

check:

local Windows Firewall,
perimeter firewall,
ACL rules,
routing,
NAT translation,
traffic filtering by the ISP,
whether the correct address and port are being used.

Info

If Cloud4You provided a port other than the default one, run the test using the port specified during service activation.

2. Service Provider is unavailable¶

If Cloud4You is already added to Veeam but the Service Provider is unavailable, go to:

Backup Infrastructure
└── Service Providers

Right-click the Cloud4You Service Provider and select:

Rescan

Veeam will again:

establish a connection,
refresh resource information,
retrieve current Cloud Repository information.

If Rescan fails, check in this order:

DNS
↓
TCP 6180
↓
Credentials
↓
Certificate
↓
Veeam version

3. Incorrect username or password¶

If the Cloud Connect account cannot be authenticated, check the credentials provided by Cloud4You.

Go to:

Backup Infrastructure
└── Service Providers

Then:

Cloud4You
└── Properties

Proceed through the wizard and verify the:

Credentials

Pay particular attention to:

username,
password,
whether the account has been changed,
whether the credentials belong to the correct tenant.

Warning

After a password change on the service side, update the credentials stored in Veeam Backup & Replication.

If you do not know the current credentials, contact Cloud4You Support.

4. TLS certificate problem¶

When connecting to the Service Provider, Veeam verifies the TLS certificate of the Cloud Connect infrastructure.

If Veeam reports a certificate problem:

do not ignore the message without verifying it,
check the certificate details,
check the current time and time zone on the server,
compare the thumbprint with the information received from Cloud4You, if one was provided,
contact Support if the certificate changed unexpectedly.

Check system time:

Get-Date

and time synchronization status:

w32tm /query /status

Security

An unexpected certificate change should be verified before the connection is accepted.

5. Cloud Repository is not visible¶

After the Service Provider is added correctly, the Cloud Repository should be retrieved automatically.

Check:

Backup Infrastructure
└── Backup Repositories

If the repository is not visible:

Step 1¶

Perform:

Backup Infrastructure
→ Service Providers
→ Cloud4You
→ Rescan

Step 2¶

If the repository still does not appear, check:

whether the correct account is being used,
whether the Service Provider is available,
whether Cloud4You has assigned the account to a Cloud Repository,
whether the account has an assigned quota.

The Cloud Repository and quota are assigned on the Service Provider side.

Related guide:

Cloud Repository

6. Resource changes are not visible¶

If Cloud4You has:

added a new Cloud Repository,
increased the quota,
changed resources assigned to the account,

Veeam may need its configuration refreshed.

Perform:

Backup Infrastructure
→ Service Providers
→ Cloud4You
→ Rescan

You can also rescan the repository itself:

Backup Infrastructure
→ Backup Repositories
→ Cloud Repository
→ Rescan

Info

After a quota change by the Service Provider, the new value may be retrieved when the next job runs. Rescan allows you to refresh it earlier.

7. No space in the Cloud Repository¶

Cloud4You assigns the customer a specific amount of space:

quota

If the available space is exhausted, subsequent operations may fail.

Check:

Backup Infrastructure
└── Backup Repositories

and verify Cloud Repository usage.

What can increase storage usage?¶

Storage usage is affected by:

amount of source data,
daily data change,
retention,
number of restore points,
GFS retention,
full backups,
number of protected systems.

If space is running out:

check the retention policy,
check GFS,
review old backups,
estimate the required capacity,
increase the quota if necessary.

Related guide:

Retention

Danger

Do not manually delete .vbk, .vib, .vrb, or metadata files directly from the repository. Backups should be managed using Veeam mechanisms.

8. Backup Copy Job does not transfer data¶

If the job is running but no transfer appears, this does not always indicate a failure.

First, check whether a new restore point has appeared in the source backup.

Veeam Backup Copy Job copies the latest available restore points according to the selected job mode.

If there is no new restore point that needs to be copied, the job may wait for new data.

Check:

Home
└── Backups

and the source backup job history.

Immediate Copy¶

In:

Immediate copy

mode, Veeam reacts to new restore points appearing in the source backup.

If there is no new data to copy, the job waits.

Periodic Copy¶

In:

Periodic copy

mode, the job operates according to the configured schedule.

Check:

the schedule,
the latest restore point,
whether the job is enabled,
whether it is outside the allowed transfer window.

Related guide:

Backup Copy Job

9. Backup Copy Job ends with an error¶

Open the job session and check the detailed error message.

Go to:

Home
└── Last 24 Hours

or select the specific Backup Copy Job.

The most common areas to check are:

Source backup
Cloud Repository
Quota
Connectivity
Service Provider
Restore point
Backup chain

Retry¶

Veeam automatically retries some failed Backup Copy Job operations.

In the current Veeam Backup & Replication:

for Periodic Copy, a failed job may be retried automatically within the session,
for Immediate Copy, Veeam performs automatic retries as subsequent sessions.

If the problem is persistent, retries alone will not resolve the cause — check the detailed error in the session history.

10. No new restore point in the Cloud Repository¶

If the local backup works but no new restore point appears in the Cloud Repository, check:

whether the source backup created a new restore point,
whether the Backup Copy Job is active,
whether the selected machine is still included in the job scope,
whether the schedule allows transfer,
whether the Cloud Repository has free space,
whether the latest Backup Copy Job session completed successfully.

Veeam does not copy a restore point again simply because the job was started manually — there must be a point that requires copying.

11. Corrupted or missing restore point¶

If some backup files are unavailable or were deleted outside Veeam, the backup chain may become inconsistent.

Possible symptoms:

restore is not possible,
Backup Copy Job fails,
some restore points are unavailable.

Danger

Never manually delete individual files from an active backup chain.

If restore points are missing, do not perform random Remove or Forget operations before identifying the cause.

If the problem affects data stored in the Cloud4You Cloud Repository, contact Support.

12. Restore does not work¶

If you cannot restore from the Cloud Repository, check:

whether the Service Provider is available,
whether the backup is visible,
whether the restore point exists,
whether the Cloud Repository is available,
whether the account still has access to the resources,
whether there are connectivity errors.

Check:

Home
└── Backups
    └── Cloud

and:

Backup Infrastructure
└── Service Providers

Related guides:

13. Backup is encrypted and cannot be opened¶

If a backup is encrypted, valid cryptographic information stored in the Veeam configuration is required to use it.

If Veeam does not have the correct password or key:

the backup may be shown as encrypted,
restore may require the information needed for decryption.

Warning

Cloud4You should not be treated as a storage location for the customer's backup encryption password.

Backup passwords and keys should be stored in a secure secrets management system.

14. Problem after a password change¶

If the Cloud Connect account password was changed, the credentials stored in Veeam may be outdated.

Go to:

Backup Infrastructure
└── Service Providers
└── Cloud4You
└── Properties

Enter the current credentials and finish the wizard.

Then perform:

Rescan

and check the Cloud Repository.

15. Problem after a Veeam update¶

If the problems started after updating Veeam Backup & Replication, check the version number under:

Help
└── About

In a Cloud Connect environment, the Service Provider may use the same or a newer major version of Veeam Backup & Replication than the tenant.

A scenario where the tenant has a newer major Veeam version than the Service Provider is not supported.

Example:

Service Provider: Veeam 13
Tenant:           Veeam 12
                    ✓

Service Provider: Veeam 12
Tenant:           Veeam 13
                    ✗

If the problem occurred immediately after an upgrade to a new major version, contact Cloud4You.

Related guide:

Veeam Updates

16. Community Edition and Cloud Connect¶

If you use:

Veeam Backup & Replication Community Edition

remember that Community Edition does not support creating backup and replication jobs directed to Veeam Cloud Connect resources.

To use Cloud Connect from the tenant backup server side, an appropriate paid Veeam license is required.

Cloud recovery operations are treated separately by Veeam.

If the Cloud Repository is visible but you cannot use it as a job target, check the Veeam license as well.

17. Quota or service access has expired¶

Access to the Cloud Repository is controlled on the Service Provider side.

Cloud4You may assign to the account:

quota,
a resource validity period.

If the resource access period has expired, Veeam may not allow:

new backups,
Backup Copy Jobs,
restores,
copying data from the Cloud Repository.

If connectivity works but operations on the resources are unavailable, contact Cloud4You and verify the service status.

18. Slow transfer to the Cloud Repository¶

Backup upload speed is affected by:

customer connection bandwidth,
network latency,
local repository load,
source read speed,
amount of new data,
compression,
parallel jobs,
throttling configuration,
Veeam server performance.

First, check the bandwidth available to the Veeam server and whether other jobs are using the connection.

Info

The first Backup Copy Job run usually transfers significantly more data than subsequent incremental sessions, so it may take considerably longer.

19. How do I check the detailed error?¶

In the console, go to:

Home
└── Last 24 Hours

Find the affected session and open its details.

Pay attention to:

Status
Start time
End time
Processed
Transferred
Bottleneck
Error
Warning

For a support request, it is best to provide the full error message rather than only a screenshot showing Failed.

20. Collecting Veeam logs¶

If basic troubleshooting did not solve the problem, prepare Veeam logs.

Veeam recommends using the built-in wizard:

Main Menu
└── Help
    └── Support Information

Depending on the interface version, this may open the log export wizard.

In the wizard, select:

the affected job or component,
a time period covering the issue,
the destination directory.

Veeam will create an archive containing the appropriate logs.

In Veeam Backup & Replication 13, logs can also be downloaded from the Web UI:

Configuration
└── About
    └── Collect and download logs

Log locations¶

On Windows, the main Veeam Backup & Replication logs are stored by default in:

%ProgramData%\Veeam\Backup

which is usually:

C:\ProgramData\Veeam\Backup

Installation and update logs:

%ProgramData%\Veeam\Setup\Temp

Tip

For support requests, it is better to use Export Logs than to manually select individual files. This makes it possible to collect a complete set of information related to the job and infrastructure.

Information for a support request¶

If the problem persists, prepare:

1. Company name / service identifier
2. Veeam Backup & Replication version
3. Build number
4. Name of the affected job
5. Date and time when the problem occurred
6. Full error message
7. Test-NetConnection result to the Cloud Gateway
8. Information whether Rescan was performed
9. Veeam log export

You can check the Veeam version under:

Help
└── About

Connection test:

Test-NetConnection <Cloud-Gateway-address> -Port 6180

Quick checklist¶

If Veeam Cloud Connect does not work, check the following in order:

[ ] DNS resolves the Cloud Gateway
[ ] TCP 6180 is reachable
[ ] Credentials are correct
[ ] Service Provider Rescan succeeds
[ ] Cloud Repository is visible
[ ] Quota has free space
[ ] Veeam version is compatible
[ ] Source backup has a new restore point
[ ] Backup Copy Job is active
[ ] Schedule allows transfer
[ ] Latest session has been analyzed

If all of the above are correct and the problem still occurs, prepare logs and contact Cloud4You Support.

Common Errors¶

1. No connection to the Cloud Gateway¶

Symptoms¶

Check DNS¶

Check TCP port 6180¶

2. Service Provider is unavailable¶

3. Incorrect username or password¶

4. TLS certificate problem¶

5. Cloud Repository is not visible¶

Step 1¶

Step 2¶

6. Resource changes are not visible¶

7. No space in the Cloud Repository¶

What can increase storage usage?¶

8. Backup Copy Job does not transfer data¶

Immediate Copy¶

Periodic Copy¶

9. Backup Copy Job ends with an error¶

Retry¶

10. No new restore point in the Cloud Repository¶

11. Corrupted or missing restore point¶

12. Restore does not work¶

13. Backup is encrypted and cannot be opened¶

14. Problem after a password change¶

15. Problem after a Veeam update¶

16. Community Edition and Cloud Connect¶

17. Quota or service access has expired¶

18. Slow transfer to the Cloud Repository¶

19. How do I check the detailed error?¶

20. Collecting Veeam logs¶

Log locations¶

Information for a support request¶

Quick checklist¶

Related guides¶