Restore Portal not working after v8 update

[dasfliege]

Since we've updated to v8, our restore portal is not working anymore. We receive error "The server has rejected the client credentials." during login.
The restore portal (REST API) is running on a separate server, not on the VBM365 server itself. We are using wildcard trusted certificate.

As there is a known bug with wildcard certs, i have been asked to update to the latest version by veeam support (Case 07457815). But i was unable to update the REST API components by running the installer from the official ISO on the separate server. I always received an error during installatin. Even tried installation on a completely new virtual machine and that failed as well. I then installed the whole VBM365 suite and afterwards deinstalled everything except of the REST API. Seems like the REST API installer on the latest ISO is not working at all. Is this a known issue?

However, the restore portal is still not working. Still the same error. I have been asked by the suppor to try if it is working with self signed certs. Will have to try that.

[Mildur]

Hello Florin

But i was unable to update the REST API components by running the installer from the official ISO on the separate server. I always received an error during installatin. Even tried installation on a completely new virtual machine and that failed as well. I then installed the whole VBM365 suite and afterwards deinstalled everything except of the REST API. Seems like the REST API installer on the latest ISO is not working at all. Is this a known issue?

Yes, please continue here for the update error. We are working on a new patch.

Best,
Fabian

[dasfliege]

Thx Fabian

[dasfliege]

Just installed the latest patch which solved the update issue. However, the "The server has rejected the client credentials." problem on the restore portal still exists.
Anyone had more success?

[Polina]

Hi Florin,

RnD investigates this problem as we speak, and we will deliver a separate fix for it soon. I didn't want to wait for it for another several days and keep many customers unable to finalize their upgrade to v8.
Hope for your understanding.

[aeph]

We have currently only updated the Restore Portal Server with the version and also have the problem “The server has rejected the client credentials.”.

But now I am very surprised, yesterday the release notes on “https://www.veeam.com/kb4656” still stated that the error has been fixed! But today it's gone?

I.e. the release is now an update for us so that the update goes through, but the actual error is still there and our customers cannot use the restore portal? Wow?

[dasfliege]

Thanks for the feedback polina and the acknowledgment that this is a know bug that is being processed by RnD already.
However, for the future it would be nice to have such information earlier, as we already spent quite some time (hours) troubleshooting the issue with veeam support.

[Polina]

@aeph,

We identified two similar issues with logging in to the Portal, and they appear with different error messages, and hence, have a different root cause. One of those is fixed in the latest build 8.0.3.1073 delivered yesterday. The second issue is expected to be addressed in a few days.

@dasfliege
It was not something known. We've got it from support case(s) and fixed it in a very short timeframe.

[LukasK]

Hello everyone,

We currently have the identical problem in the support ticket 07403878 with the “The server has rejected the client credentials.” after the update 8.0.3.1073.

In case it is relevant, we have switched to a self signed certificate, which was generated according to Veeam best practice instructions via a PowerShell script on the management server.

BR
Lukas

[aeph]

We still have the same problem.
@dasfliege and @LukasK have you installed the patch on both the Restore Portal Server and the Management Server? Do you have a workaround?

When will there be a solution to the problem? Our customers have not been able to use the Restore Portal for 10+ days now.

[Polina]

We are still working on a fix for the “The server has rejected the client credentials” issue, and I hope to get it soon.

@aeph Could you please provide me your support case ID on this issue?

[SteelContainer]

I also have the "The server has rejected the client credentials." issue on our portal after updating to 8.0.3.1073
Case #07474962

[aeph]

@Polina support case ID: #07457062

Since so many people have this problem, when will a patch be available? Is there a deadline in sight?

[Polina]

This fix will be part of the next patch and should be delivered within the next couple of weeks (hopefully sooner).

[aeph]

Next couple of weeks? We cannot wait that long. Is there a workaround to get the Portal running? i mean, it was working under the previous V8 version?

[aeph]

@LukasK, @dasfliege, @SteelContainer Do you have a solution or a workaround, what is the status with you? We urgently need a solution here.

[Mildur]

Hi Aeph

For now I recommend to continue within your support case.
Our support engineer did ask for additional information 6 days ago.
May I ask, were you able to collect and share the requested information?

Best,
Fabian

[aeph]

Hi @Mildur,

We could not update the management server and the proxies because a longer job was running.

The restore portal has the latest update but it does not work with it.

We are now in contact with Veeam support again. Nevertheless, it would be good to know where the others stand and whether a solution has already been found. I want to avoid trial and error.

[SteelContainer]

Hi Aeph,

Support just sent us a link for a new update to try - Veeam.Backup365_8.0.3.2015_P20241021
Ask in your case for it.
I haven't installed it yet so can't comment if it fixes the issue.

[aeph]

Hi SteelContainer, got the patch as well, but cannot install it right now because jobs are running. I will let you know once i have more information. Please let me know if you are having success with the patch. But it looks promising!

[dasfliege]

I've installed the patch on the VBM365 server, but still have the same authentication issue. Proxys did not had a pending update after patch installation.
Veeam support was not able to tell me if i also have to install the patch on the separate restore portal / REST API server?

[aeph]

@dasfliege i asked exactly the same, this is the info i got (i still have't installed it because jobs are running, i expect the update to be installed tomorrow):

a. Download patch
b. Ensure no backup and restore sessions are running on the VB365 server.
c. Upgrade the controller and remote REST API server using: Veeam.Backup365_8.0.3.2015_P20241021.msp
d. Once this done, please upgrade all proxies and proxy pools as per: https://helpcenter.veeam.com/docs/vbo36 ... tml?ver=80
e. After that please upgrade all Veeam Explorer with MSPs installers from the archive too.
f. When all done, please try to authenticate to Restore Portal and check if the problem has been resolved

Let me know if its working in your case (hopefully)!

[dasfliege]

Thanks @aeph for the information. I received a different one

Installed the patch on the REST API server as well, but unfortuntely still got the same error.

[aeph]

Phew, that's bad. What does the Veeam support say?

@SteelContainer did you get the restore portal to work?

[dasfliege]

Phew, that's bad. What does the Veeam support say?

Nothing yet. Waiting for answer...

[SteelContainer]

@aeph I attempted to install the patch but it errors out and fails to install, waiting to see what support say

[aeph]

Are there any updates from you regarding this? Thank you!

[Mildur]

Hi Aeph,

I checked your case. If our support team has asked you to install the patch as part of their action plan, then I recommend following their advice.
If the patch doesn't fix the issue for your situation, support will be able to ask for more information and discuss it directly with our R&D team.

Even if all reports in this topic are most likely related to the same root cause, it doesn't necessarily mean that this is the case. That's why it is important to follow the action plan of your support engineer and not rely only on the comments in our forum.

Thank you,
Fabian

[SteelContainer]

Can confirm the 8.0.4.29 patch fixed the portal login issue for us.

https://www.veeam.com/kb4656

[aeph]

Yes, i can confirm the same! Patch fixed the portal issue.

Thank you.