Veeam Agent for Microsoft Windows Built-In Case Creation fails with "The request was aborted: Could not create SSL/TLS secure channel"
Article Applicability
This article is regarding an issue that impacts Veeam Agent for Microsoft Windows build 5.0.0.4301 or older, and was fixed in build 5.0.1.4584.
Challenge
When attempting to open a support case using the Technical Support button within the Veeam Agent for Microsoft Windows Control Panel, after entering your email, the following error is displayed:
The request was aborted: Could not create SSL/TLS secure channel.
Cause
This issue occurs due to a supported TLS version mismatch during the TLS handshake between Veeam Agent for Microsoft Windows and the Veeam AutoLK webserver.
Amazon AWS, where AutoLK is hosted, is rolling out a change requiring TLS 1.2 as a minimum.
Solution
To prevent this issue from occurring, please either:
- Upgrade Veeam Agent for Microsoft Windows
If the Veeam Agent for Microsoft Windows deployment on the machine is managed by Veeam Backup & Replication, reference the version support page for Veeam Backup & Replication 11/11a and Veeam Backup & Replication 12.
or - Make the following modification to the Veeam Agent for Microsoft Windows GA (build 5.0.0.4301) configuration file:
- Edit C:\Program Files\Veeam\Endpoint Backup\Veeam.EndPoint.Tray.exe.config
- Add the following new section after the </userSettings> line and before the </configuration> line:
- After modifying the config file, save it, and restart the Veeam.EndPoint.Tray.exe process.
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