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Veeam Agent for Microsoft Windows Built-In Case Creation fails with "The request was aborted: Could not create SSL/TLS secure channel"

KB ID: 4459
Product: Veeam Agent for Microsoft Windows | 5.0
Published: 2023-06-13
Last Modified: 2023-06-13
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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.
create case

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:
    1. Edit C:\Program Files\Veeam\Endpoint Backup\Veeam.EndPoint.Tray.exe.config
    2. Add the following new section after the </userSettings> line and before the </configuration> line:
   <runtime>
      <AppContextSwitchOverrides value="Switch.System.Net.DontEnableSystemDefaultTlsVersions=false"/>
   </runtime>
Edits
  1. After modifying the config file, save it, and restart the Veeam.EndPoint.Tray.exe process.
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