Veeam Backup Enterprise Manager Self Service missing accounts

[parsec]

Hello all, first I want to say I opened a ticket, Case #04720834

A few months ago I setup the self service portal to allow customers access to their own backups and restores. A few weeks ago I did the upgrade to Veeam 11 and everything seemed to work fine until today. We had jobs fail last night due to exceeding their quota. When I click on the self service tab in manager all I get is "An item with the same key has already been added" and all customers I created no longer exist. It seems the jobs still run fine that had been created by that user. Suppot is looking into logs but not sure how long that will take. I need to be able to get the backups re-run so if someone knows what the issue is or if someone knows how to expand the quota without using the veeam manager portal, I would truly appreciate it.

[wishr]

Hi Parsec,

Sad to hear you have faced this difficulty. Let's see what our tech. support engineers will discover as it definitely looks unexpected. I'll ask our tech. support management to take a look at the case.

By the way, are you a service provider? If you are, please apply for Veeam Cloud & Service Providers forum because your topic will be soon moved to it. You should be a registered VCSP to get the approval.

Thanks

[veremin]

Might be a stupid question - but has Enterprise Manager been also updated along with Backup & Replication server? Thanks!

[parsec]

Enterprise manager and B&R have both been updated to 11.0.0.837. We also have Veeam SPC installed on a different server with cloud connect on a 3rd server but we have not fully configured all of that due to cert issues.

As a side note, I am able to login with client credentials to the self-service portal. So it looks like all of the settings, accounts, storage, quotas and jobs I setup for each customer works, I just cant see the accounts under Veeam Manager > Self-Service due to the error above

[veremin]

Hard to tell, based on the short forum discussion, so, keep working with the support team - they should be able to identify the source of the issue after debug log review. Thanks!

[wishr]

By the way, I pinged our support management yesterday - this should speed up the investigation.

[Albert00]

Hi,

I have the same problem. I recently migrated our VBR server to a new one, then i went to our VEM server, removed the previous backup server and added the new one and now all my Self-Service set up is gone. Veeam support does not seem to be able to fix it. Any ideas?

[veremin]

Have you escalated the problem to a higher tier already? If not, it might be time to do so.

It will be also appreciated, if you share the support ticket number here, so we can follow the investigation internally.

Thanks1