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"Failed to retrieve licenses for # users" After Changing Hostname and/or Domain

KB ID: 4296
Product: Veeam Backup for Microsoft Office 365 | 5.0
Veeam Backup for Microsoft 365 | 6.0 | 7.0 | 7a | 8
Published: 2022-03-25
Last Modified: 2023-03-16
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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.
Failed to retrieve licenses for xx users.
Log Example

Veeam Backup for Microsoft 365 5.0:
C:\ProgramData\Veeam\Backup365\Logs\Veeam.Archiver.Proxy.<dateandtime>.log

Veeam Backup for Microsoft 365 6.0:
C:\ProgramData\Veeam\Backup365\Logs\<org name>\<job name>\Job.<job name>_yyyy_mm_dd_hh_mm_ss.log

Trying to obtain license for username@tenantname.onmicrosoft.com
Failed to obtain license
Error: Access is denied.
To expedite finding errors in the logs, you may find it helpful to use the "Find in Files" function of Notepad++ to search through all logs within a given folder for one of the error lines above.

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

  1. Make sure no Backup jobs or Restore sessions are running.
  2. Stop the following services:
    • Veeam Backup for Microsoft Office 365
    • Veeam Backup Proxy for Microsoft Office 365
  3. Navigate to the C:\ProgramData\Veeam\ and rename the folder Backup365 to Backup365_old
  4. Start the services stopped in Step 2.
  5. 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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