Troubleshooting
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      1. Impossible Cloud Knowledge Base
      2. Troubleshooting

      Why does Veritas Backup Exec show "The server was unable to complete the requested operation" error when connecting to Impossible Cloud?

      Troubleshooting the error "Unable to connect to the CloudStorage device" or "BEMSDK Failure Code E0009B3F" in Veritas Backup Exec due to a missing intermediate certificate in the Backup Exec certificate chain.

      Problem Description

      Users of Veritas Backup Exec may encounter "BEMSDK Failure Code E0009B3F" when connecting to Impossible Cloud storage:


      This error occurs because the Backup Exec cacert.pem file lacks the Let’s Encrypt R11 intermediate certificate, essential for validating the connection. Since Backup Exec relies solely on its own certificate list and bypasses OS-wide certificates, it does not recognize this intermediate certificate by default. See more information about the error in the Veritas knowledge base article.

      Solution

      1. Open the Backup Exec cacert.pem file in any text editor, e.g. notepad. The file is usually located in BackupExec Install Path, for instance C:\Program Files\Veritas\Backup Exec
      2. Add the R11 intermediate certificate by pasting the following text to the very end of thecacert.pem file:
        =====================
        R11
        Let's Encrypt
        =====================

        -----BEGIN CERTIFICATE-----
        MIIFBjCCAu6gAwIBAgIRAIp9PhPWLzDvI4a9KQdrNPgwDQYJKoZIhvcNAQELBQAw
        TzELMAkGA1UEBhMCVVMxKTAnBgNVBAoTIEludGVybmV0IFNlY3VyaXR5IFJlc2Vh
        cmNoIEdyb3VwMRUwEwYDVQQDEwxJU1JHIFJvb3QgWDEwHhcNMjQwMzEzMDAwMDAw
        WhcNMjcwMzEyMjM1OTU5WjAzMQswCQYDVQQGEwJVUzEWMBQGA1UEChMNTGV0J3Mg
        RW5jcnlwdDEMMAoGA1UEAxMDUjExMIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIB
        CgKCAQEAuoe8XBsAOcvKCs3UZxD5ATylTqVhyybKUvsVAbe5KPUoHu0nsyQYOWcJ
        DAjs4DqwO3cOvfPlOVRBDE6uQdaZdN5R2+97/1i9qLcT9t4x1fJyyXJqC4N0lZxG
        AGQUmfOx2SLZzaiSqhwmej/+71gFewiVgdtxD4774zEJuwm+UE1fj5F2PVqdnoPy
        6cRms+EGZkNIGIBloDcYmpuEMpexsr3E+BUAnSeI++JjF5ZsmydnS8TbKF5pwnnw
        SVzgJFDhxLyhBax7QG0AtMJBP6dYuC/FXJuluwme8f7rsIU5/agK70XEeOtlKsLP
        Xzze41xNG/cLJyuqC0J3U095ah2H2QIDAQABo4H4MIH1MA4GA1UdDwEB/wQEAwIB
        hjAdBgNVHSUEFjAUBggrBgEFBQcDAgYIKwYBBQUHAwEwEgYDVR0TAQH/BAgwBgEB
        /wIBADAdBgNVHQ4EFgQUxc9GpOr0w8B6bJXELbBeki8m47kwHwYDVR0jBBgwFoAU
        ebRZ5nu25eQBc4AIiMgaWPbpm24wMgYIKwYBBQUHAQEEJjAkMCIGCCsGAQUFBzAC
        hhZodHRwOi8veDEuaS5sZW5jci5vcmcvMBMGA1UdIAQMMAowCAYGZ4EMAQIBMCcG
        A1UdHwQgMB4wHKAaoBiGFmh0dHA6Ly94MS5jLmxlbmNyLm9yZy8wDQYJKoZIhvcN
        AQELBQADggIBAE7iiV0KAxyQOND1H/lxXPjDj7I3iHpvsCUf7b632IYGjukJhM1y
        v4Hz/MrPU0jtvfZpQtSlET41yBOykh0FX+ou1Nj4ScOt9ZmWnO8m2OG0JAtIIE38
        01S0qcYhyOE2G/93ZCkXufBL713qzXnQv5C/viOykNpKqUgxdKlEC+Hi9i2DcaR1
        e9KUwQUZRhy5j/PEdEglKg3l9dtD4tuTm7kZtB8v32oOjzHTYw+7KdzdZiw/sBtn
        UfhBPORNuay4pJxmY/WrhSMdzFO2q3Gu3MUBcdo27goYKjL9CTF8j/Zz55yctUoV
        aneCWs/ajUX+HypkBTA+c8LGDLnWO2NKq0YD/pnARkAnYGPfUDoHR9gVSp/qRx+Z
        WghiDLZsMwhN1zjtSC0uBWiugF3vTNzYIEFfaPG7Ws3jDrAMMYebQ95JQ+HIBD/R
        PBuHRTBpqKlyDnkSHDHYPiNX3adPoPAcgdF3H2/W0rmoswMWgTlLn1Wu0mrks7/q
        pdWfS6PJ1jty80r2VKsM/Dj3YIDfbjXKdaFU5C+8bhfJGqU3taKauuz0wHVGT3eo
        6FlWkWYtbt4pgdamlwVeZEW+LM7qZEJEsMNPrfC03APKmZsJgpWCDWOKZvkZcvjV
        uYkQ4omYCTX5ohy+knMjdOmdH9c7SpqEWBDC86fiNex+O0XOMEZSa8DA
        -----END CERTIFICATE-----
      3. Save the file and restart Backup Exec services or the server with Backup Exec installation. The connection to Impossible Cloud should now work.