"Failed to retrieve licenses for # users" After Changing Hostname and/or Domain
| KB ID: | 4296 |
| Product: | Veeam Backup for Microsoft 365 | 6.0 | Veeam Backup for Microsoft Office 365 5.0 |
| Published: | 2022-03-25 |
| Last Modified: | 2022-03-25 |
Challenge
After changing the hostname or domain, or both, of the server where Veeam Backup for Microsoft 365 is installed, the jobs display the following warning:
Failed to retrieve licenses for ## users.
Cause
Reference: Considerations and Limitations
- You cannot change the name of the Veeam Backup for Microsoft 365 server or change domains of the server without resetting the configuration.
- If any of the machines with any of the Veeam Backup for Microsoft 365 components have been renamed (or its FQDN has been changed), or any machine has been added to a different domain, then all the components become unavailable to each other. If any of the listed has occurred on a server that acts as a backup proxy server, then such a server becomes Offline in the Veeam Backup for Microsoft 365 console. To make a server available, re-add it. For more information, see Adding Backup Proxy Servers.
Confirm Cause in Logs
C:\ProgramData\Veeam\Backup365\Logs\Veeam.Archiver.Service.<dateandtime>.log
Warning: Authorization denied. Identity: new_domain\new_hostname$ (expected: old_domain\old_hostname$) Error: Access is denied.
Solution
There are two options to resolve this issue:
Option 1: Revert name/domain change
Change the hostname or domain, or both, back to what it was previously so that it aligns with what is expected by Veeam Backup for Microsoft 365.
Option 2: Reset Veeam Backup for Microsoft 365 Configuration
- Make sure no Backup jobs or Restore sessions are running.
- Stop the following services:
- Veeam Backup for Microsoft Office 365
- Veeam Backup Proxy for Microsoft Office 365
- Navigate to the C:\ProgramData\Veeam\ and rename the folder Backup365 to Backup365_old
- Start the services stopped in Step 2.
- Open the Veeam Backup for Microsoft 365 console and re-add the Organization(s), Repositories, and Backup Jobs.
Note: The duration of the first job run will be longer than usual, as the newly added job will be synchronizing the data in the repository to resume regular backup activity.
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