Veeam Cloud Connect tenant must not upgrade Veeam Backup & Replication beyond the service provider's version

Veeam Cloud Connect tenant must not upgrade Veeam Backup & Replication beyond the service provider's version

Machine-distilled from a resolved support ticket on 2026-09-28. Source ref: 50d4e8bcbc27. Verify before relying on it.

Applies to: Veeam Backup & Replication tenants using Veeam Cloud Connect (backup and replication) to a service provider. Applies to any major version change, for example a V12 tenant considering V13 while the provider's Cloud Connect infrastructure remains on V12.

Symptom: A customer wants to upgrade their on-premises Veeam Backup & Replication to a new major version (for example to clear vulnerability scan findings) while sending offsite backups to the service provider via Veeam Cloud Connect. If they upgrade ahead of the provider, Cloud Connect backup, backup copy and replication jobs start failing with errors stating that the hosts are incompatible with the target host.

Cause: Veeam Cloud Connect requires the service provider's Veeam Backup & Replication version to be the same as or newer than the tenant's. A tenant running a newer version than the provider is unsupported, so Cloud Connect jobs fail once the tenant moves ahead.

Resolution: 1. Before upgrading on-premises Veeam Backup & Replication, confirm the version currently running on the service provider's Cloud Connect infrastructure and the provider's planned upgrade date.

2. If the provider is on an older major version, do not upgrade to the newer major version yet. Instead, apply the latest available build of the major version the provider supports, which often resolves many vulnerability findings.

3. If some vulnerability findings remain, record a time-limited risk exception with the relevant internal team until the provider completes its upgrade.

4. Once the provider confirms its Cloud Connect infrastructure is on the new major version, upgrade the on-premises installation.

5. If a tenant has already upgraded ahead of the provider and jobs are failing with host incompatibility errors, the jobs cannot run until the provider upgrades. Contact the provider to confirm its timeline, as rolling back a Veeam Backup & Replication upgrade is not straightforward.