M365 Backup - Warning timeout downloading document version

[user123]

Hi,

we run VEEAM Backup for M365 and sometimes get warning when the tool tries to download documents. Warning says timeout when requesting a specific version of document stored in SharePoint Online. The document in question has 3 versions in SharePoint Online and the backup doesnt seem to be able to download v2.0 of the document. It is able to download v1.0 and v3.0. This issue happens rarely and sometimes the backup throws this warning for a different version of the document.

Any idea why the backup is throwing this warning on some documents and how to resolve this issue?

[Mildur]

Hi User123

That sounds like a technical issue. Please provide a support case ID for this issue, as requested when you click New Topic. Without case number, the topic will eventually be deleted by moderators.

We cannot troubleshoot such issue over the forum. The efficient way is to give our customer support team a chance to analyze the log files. They will show us why the version couldn't get downloaded.

Best regards,
Fabian

PS: support can only help if you export and upload logs

[user123]

Case # 06242471

[Mildur]

Thank you.
I can see, your organization has active licenses, but you have opened a case for the community edition.
Is that correct?
If you have licenses, you should open the case with the correct license to get support within our SLA times. Community Edition only provide support on best effort.

Best,
Fabian

[user123]

Hi yes we have an active license. I was only able to select free products when creating the case. I didn't have an option to select our license.

[Mildur]

In that case, you don't have case administrator permissions assigned. Please talk to the license admin of your licenses and ask him to make you a case administrator for the license id:
https://www.veeam.com/kb2211

Best,
Fabian

[user123]

Hi i will try and contact our license admin but he is unfortunately not available at the moment. Will this case still be processed if i won't get assigned as case admin?

[user123]

I'm now a Case Admin and resubmitted the case under the correct product, since i don't see the old one anymore. New Case ID with correct product: Case # 06244155

[Mildur]

Hi User123

Thanks for the update.
I'm glad you could organize case admin permissions. I wouldn't be able to do it for you, because we need permission of the licensee before doing that.

Now with the case in the right queue, our support engineers should reach out soon.

Best,
Fabian