Important Reminders

Veritas (now part of Cohesity) and Arctera share common support systems hosted by Cohesity including the entitlement management system formerly referred to as the Veritas Entitlement Management System (VEMS). The two companies will share common support infrastructure until they are able to move to their own support infrastructure some time in early 2026. If you have any questions or issues with the shared Support portal (Support | Veritas / Arctera), please contact the company's Customer Care (Contact Support | Veritas™) for the product that you purchased. 

Error Message

A pop-up message appears during the license installation and reads as follows :

A connection error has occurred. Please try again later. If the issue persists, please contact customer care.

The Entitlement IDs that you entered cannot be verified because either you do not have Internet connectivity or the Backup Exec web service is unavailable. Remove the Entitlement IDs that you entered, and then either import your licenses from your Veritas License Files (.slf) or install a 60-day trial version.

Your License Files may have been included with your license certificate. If you did not receive License Files with your license certificate, access the Backup Exec Licensing Web portal from a computer that has Internet access and then download your License Files to a network share that this computer can access. For more information, go to: https://telemetry.veritas.com/entt?product=BE&error=V-225-287.

Synchronize Entitlement with Licensing Portal gives a warning “License portal is not reachable to synchronize the Entitlements. Ensure that you have internet connectivity” 



 

The backup Exec installer is not able to connect to Veritas Entitlement Management System. This can be sue to the following reasons.

1.    Veritas Entitlement Management System server is not reachable.
2.    The CA Root certificate is not trusted because it is not in the Trusted Root Certification Authorities store.
 

1. Ensure VEMS is reachable from the Backup Exec server. Review 100048371.

2. Make sure DigiCert Global Root G2 is installed on the Backup Exec server.

To obtain the DigiCert Global Root G2 certificate, you can follow these steps:

1. Visit the DigiCert website: Go to the DigiCert website at https://www.digicert.com/.

2. Navigate to the Root Certificate page: On the DigiCert website, navigate to the "Root Certificate" page. You can usually find this under the "Support" or "Resources" section of the website.

3. Locate the DigiCert Global Root G2 certificate: Look for the DigiCert Global Root G2 certificate on the Root Certificate page. It should be listed along with other DigiCert root certificates.

4. Download the certificate: Click on the download link or button next to the DigiCert Global Root G2 certificate to download it to your computer. The certificate file will typically be in PEM or DER format.

5. Install the certificate: Once the certificate is downloaded, you can install it on the Backup Exec media server. Installing the trusted root certificate

Note: It's important to ensure that you are obtaining the certificate from a trusted and official source. Always verify the authenticity of the website and the certificate before downloading or installing it.

Please note that this article references sites not owned or maintained by Veritas and, as such, Veritas is not responsible for the content portrayed on such sites, including any revisions to or deletions of content or third-party software on which this article relies. User is responsible for conducting all necessary due diligence prior to following the instructions described in this article.