Real-time performance monitoring and troubleshooting
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davide.depaoli
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Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 11:36 am

Hi,
I've upgraded to ONE V9 and from now the client installed on my pc cannot connect to server.
The client installed on the server itself, is working.
I have no firewall running and to be sure, I have disabled antivirus.

Are there any logfile on the client to investigate ?.

Thank you
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Labinf SpA (formerly H.M.S. Sipac SpA)
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Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 12:56 pm

Hi Davide,

What account are you using to connect to the Veeam ONE server? What is the error message?

Thanks!

davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 1:08 pm

I'm musing the domain administrator (that I'm using to login to the server).
the error is "could not connect to Veeam ONE Monitor Server specified in Options > Client settings."
I'm using server ip address in that setting.
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Labinf SpA (formerly H.M.S. Sipac SpA)
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Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 2:16 pm

Are you using v9 or v8 Monitor Client?

davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 2:17 pm

V9 client. I've installed it from ONE iso image
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Labinf SpA (formerly H.M.S. Sipac SpA)
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Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 2:19 pm

Are you able to login to Veeam ONE Reporter web site from this machine using the same credentials?

davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 2:27 pm

Yes, I'm able to connect to it, also to Business View portal.
Let me try to uninstall and reinstall Monitor client.
------------------------------
Labinf SpA (formerly H.M.S. Sipac SpA)
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davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 2:46 pm

Nope ! Uninstalled and reinstalled, but still not working.
This is the only client that is unable to connect. On the same server I have B&R and its client installed on my notebook is working (with same user I'm trying with ONE monitor).
------------------------------
Labinf SpA (formerly H.M.S. Sipac SpA)
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Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 2:59 pm

In this case, let's ask assistance from our support team. Given that you have a network connection from this server and are able to log in to Reporter and Business View, it should work. Once you open a ticket, please let me know your case ID. Thanks!

davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 3:24 pm 1 person likes this post

Found the problem, and more important, the solution (or workaround). Reading this article https://www.veeam.com/kb1597, I have added my notebook user (that is from different domain of Veeam server) to Veeam users group of server, but this not worked for me. Then I tried to run my ONE client with server users with runas command, and magically it is connected !
In brief, from my notebook: runas /user:domain\user monitor.exe (where domain\user is the Veeam server user).
Could you investigate about this behavior ?
Thank you
------------------------------
Labinf SpA (formerly H.M.S. Sipac SpA)
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Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 3:36 pm

Yes, I will forward this info to our QA team and will let you know if further clarification is required. Thanks for the heads up!

Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 4:51 pm

Davide, can you upload the logs from the Monitor Client to our support team, as our QA couldn't confirm this behavior in their lab.

davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 4:54 pm

Vitaliy S. wrote:Davide, can you upload the logs from the Monitor Client to our support team, as our QA couldn't confirm this behavior in their lab.
I'm out of my office until next Tuesday. Can you wait until that day ? In which folder I can find client logfiles ?
Thank you
------------------------------
Labinf SpA (formerly H.M.S. Sipac SpA)
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Vitaliy S.
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Re: Monitor Client V9 cannot connect to server

Post by Vitaliy S. » Jan 15, 2016 5:15 pm

Sure, please submit these log files and reference to this thread in the ticket. Please send us the logs from Help->Support information tab. Logs should be collected on both notebook and Veeam ONE server. Thanks!

davide.depaoli
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Re: Monitor Client V9 cannot connect to server

Post by davide.depaoli » Jan 15, 2016 5:46 pm 1 person likes this post

OK. Have found a minute on the fly for you !- I have opened case 01507644.
thank you
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Labinf SpA (formerly H.M.S. Sipac SpA)
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