Arctera or Veritas Update Fails with Error code 16 when checking for Backup Exec updates
Article ID: 100076816
Updated On:
Description
Error Message:
No Updates Available
A problem occurred while checking for updates. Try again later or download and install the patch manually from the technical support site.
Click the link below to view the log file for more details.
File Path:
C:\ProgramData\Veritas\Backup Exec\25.0\VxUpdate\VxUpdate.log
Error Code:
Error code: 16
Backup Exec 24, 25 VxUpdate.log location:
C:\ProgramData\Veritas\Backup Exec\25.0\VxUpdate\VxUpdate.log
C:\ProgramData\Veritas\Backup Exec\24.0\VxUpdate\VxUpdate.log
VxUpdate.log Errors:
Error BackupExec:9528: XMLParser : LoadFile Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\25.0\VxUpdate\VxAvailableUpdates.XML'., Path: C:\ProgramData\Veritas\Backup Exec\25.0\VxUpdate\VxAvailableUpdates.XML
Info BackupExec:9528: VxCheckForUpdates, downloadFlag:False regPath:Software\Veritas\Backup Exec for Windows\Common\VxUpdate\25.0
Error BackupExec:9528: XMLParser : LoadFile Exception: Could not find file 'C:\ProgramData\Veritas\Backup Exec\25.0\VxUpdate\VxAvailableUpdates.XML'., Path: C:\ProgramData\Veritas\Backup Exec\25.0\VxUpdate\VxAvailableUpdates.XML
Info BackupExec:9528: VxCheckForUpdates: URL:https://update.veritas.com/be/25.0/BackupExecUpdates-25.0.xml.
Info BackupExec:9528: Supported TLS protocols used for web requests (Current): Tls, Tls11, Tls12, Tls13
Error BackupExec:9528: VerifyXmlFile : Web Exception: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel.
Error BackupExec:9528: VerifyXmlFile : Web Exception: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel.
Error BackupExec:9528: GetUpdateFeed: https://update.veritas.com/be/25.0/BackupExecUpdates-25.0.xml is corrupt.
Error BackupExec:9528: VxCheckForUpdates: GetUpdateFeed failed. error code:GetUpdateFeedFailureCorrupt. URL:https://update.veritas.com/be/25.0/BackupExecUpdates-25.0.xml.
Cause
Veritas and Arctera Update Endpoint URL's now reside on backupexec.com.
Resolution
Backup Exec 25.1
This is resolved in Backup Exec 25.1 Hotfix 661496
Manually download and install Backup Exec 25.1 Hotfix 648897 and Hotfix 661496.
Backup Exec 25.1 Hotfix 648897
Backup Exec 25.1 Hotfix 661496
Backup Exec 24
This is resolved in Backup Exec 24 Hotfix 653636
Manually download and install Backup Exec 24 Hotfix 653636
Backup Exec 24 4 Hotfix 653636
Backup Exec 23
Upgrade to Backup Exec 25.1
WORKAROUND:
-
Disable Automatic Veritas or Arctera Update: Prerequisite to avoid update conflicts.
-
Open the Backup Exec console.
-
Navigate to Configuration and Settings > Backup Exec Settings.
-
Select Veritas or Arctera Update and turn off/disable the schedule for daily automatic updates.
-
Review Warning and Open Registry Editor: Failing to follow precaution risks system instability.
Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.
-
Press
Win + R, typeregedit, and press Enter. -
Right-click Computer or the target key and select Export to create a backup file before making changes.
-
Update Feed File URL: Update registry string for your BE version.
-
In Registry Editor, navigate to:
HKEY_LOCAL_MACHINE\SOFTWARE\Veritas\Backup Exec For Windows\Common\VxUpdate\25.0\Settings(adjust the version folder in the path if using a version other than 25.0) -
Locate the string value named Feed File URL.
-
Update the URL value depending on your installed Backup Exec version:
- For BE 25.0: Change
[https://update.veritas.com/be/25.0/BackupExecUpdates-25.0.xml]to:[https://update.backupexec.com/be/25.0/BackupExecUpdates-25.0.xml] - For BE 24.0: Change
[https://update.veritas.com/be/24.0/BackupExecUpdates-24.0.xml])to:[https://update.backupexec.com/be/24.0/BackupExecUpdates-24.0.xml]
- Restart Services and Verify: Apply changes and re-test.
- Restart all Backup Exec services.
- Open Backup Exec and run Veritas or Arctera Update again to verify the fix.
Issue/Introduction
Arctera or Veritas Update Fails with Error code 16 when checking for Backup Exec updates.
This is observed in Backup Exec 24 and 25.x.
Additional Information
