Unable to access Vault Subscriptions

[suntech]

Veeam Data Cloud Vault

Case #03449788

Hi,

We purchased a subscription for Veeam Vault. However, I have an issue for which I opened support case #03449788.

The issue is that I cannot access Cloud Management -> Vault Subscriptions.

I receive this Notice:

Vault Subscriptions
There were some errors while loading the Vault Subscriptions. Please try again and if issues persist, contact support.
Seems that you don't have enough permissions to manage cloud services for this account. How to create a support case.


This seems like a basic account permissions issue. My supervisor has stated that permissions or account control has been assigned to me. I expected support to either tell me what is missing concerning my account and who to contact if they could not make the change. I haven't gotten a response yet.

I am attempting to follow the instructions in the links given to me. If there is an action which I may have missed, please let me know.

[Gostev]

Hi, Bob. I'm afraid 03449788 is not a valid support case ID, unfortunately.

[mjr.epicfail]

Thats a Support ID.

[suntech]

Hi Gostev,

That throws me off. I copied it from my ticket. Veeam Data Cloud Vault #03449788 — Production Support

I have it. The real number is Case #07619966

[pragya.rastogi]

@suntech Can you confirm that you are using the same email id that is configured as admin for subscription id - 671f3e7f-ead7-42de-ba09-fdf36433b4d6
This is the admin account configured for vault.
e***g**@sun************.com

Look like support reached back on the support case, requesting to use this account.
case # 07619966

[suntech]

That address is my supervisor's. I've been using my own. Someone in support may be adding me when he approves.

I thought maybe everything on my side should be done on B&R, but my account seems to be restricted there too. Maybe once I'm added as an admin.

[pragya.rastogi]

That is correct, once support is able to add your email as admin to vault, you will be able to login with that account.

[pragya.rastogi]

Alternately, @suntech , a faster way would be for your supervisor to access login to vault, go to Settings -> Users -> Add New User.

[suntech]

The odd thing is that I am a user. Maybe he missed a setting concerning admin rights?

[pragya.rastogi]

Hi Bob, Vault only has one role for all users - Admin, so you are already an admin if you were added to the list of users.
1. Did up receive a welcome email?
2. What happens when u click on the welcome email link https://vdc-vault.veeamdatacloud.com/customers , are u able to login to vault directly.
3. Which email are u using to login? <feel free to DM>
3. Where (which app) exactly are you seeing the error message reported above.

Support is on your case in parallel.

[suntech]

Hi Pragya,

I can get into the vdcvault and see the dashboard, Storage Vaults, and settings.

I never did receive a welcome email to myself. My supervisor forwarded me his and I was allowed into the veeamdatacloud page.

The issue is that I cannot access Cloud Management -> Vault Subscriptions in the customer site https://my.veeam.com/my-products.

Vault Subscriptions
There were some errors while loading the Vault Subscriptions. Please try again and if issues persist, contact support.
Seems that you don't have enough permissions to manage cloud services for this account.

I am wondering if I need to do anything in Vault Subscriptions, a vault exists and I was allowed to create another one as a test. but the Veeam Data Cloud Vault User Guide starts with that step so I went there first. I thought I had to enter settings concerning our server but the example at (helpcenter.veeam.com/docs/vdcv/userguide/manage_subscriptions.html) I'm looking at doesn't show any settings that I have to add or change on the vault side.

Today, if I follow the instructions in Veeam Backup & Replication for adding the repository (helpcenter.veeam.com/docs/vdcv/userguide/vault_vbr.html), I receive the error "Internal server error".
Yesterday, the error was Access denied: No active contact found.

I'll send my account email to you.

Is it possible that, at this point, all my actions should only be taken on our server side? In that case, the issue now is specifically in setting up the repository.

Please let me know if what I wrote is clear. I like to be informative and not go sideways.

[pragya.rastogi]

I have confirmation that this issue is resolved by adding Bob as License Administrator to the My Account Portal.

[suntech]

The issue is resolved by making me a License Administrator. I tested the connection a little while ago, added the server to Vault, and am adding the Vault as a repository.


Thank you for helping to direct me. It helped me focus.